Bets.io Casino - Счет игрока был закрыт, а выигрыши конфискованы.

I registered on this website as a Jamaican (available in the drop down list of countries upon registration), deposited multiple times, and gambled for more than a week, first losing a lot and then winning. They clearly accepted my Jamaican registration as well as my deposits and my action. I was in contact with live support many times and above that was deemed a VIP player and had a personal customer representative called Maxine to assist me.

Upon trying to withdraw my winnings, they first made me wake up at 630am for a video call in which they grilled me for 20 minutes. Then they blocked me from logging into my account. And finally they proceeded to subtract 18520 usdt from my account balance with the reason that they do not accept Jamaicans, even though they accepted my account registration under Jamaica and my deposits and roughly 2 weeks of gambling. This seems like a nonsensical excuse to steal my money and that the entire period of gambling was a 'negative freeroll': to take my deposits if I lose without complaint, but yet to steal my winnings if I were to win with this excuse.

If they do not return my funds I advise everyone to avoid this site at all costs as this is a clear case of theft.

Hello Sashulia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bets.io Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise how much did you deposit into the casino?
• How much was your account balance when it was blocked?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I deposited a total of 31k usdt. My balance when this ordeal started was 30520 usdt. They allowed me to withdraw 12k usdt and stole 18520 usdt. The last interaction was them explaining the nonsense I have already mentioned in this complaint.

Thank you Sashulia for all the information provided. I will now forward your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Is there an update?

Hello, Sashulia,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bets.io Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

How did he manage to register and deposit/play at the casino if players from Jamaica are restricted at Bets.io?

Is the casino able to substantiate its claims and decision with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Good afternoon Branislav. We have checked the information on this complaint. The player has already contacted our technical support. When registering, the player used vpn and hid his true location. After winning large amounts and attempting to withdraw funds, we requested identification documents. That's how we found out that this player is from Jamaica. We returned to the player all the funds that were deposited, but did not return the funds that the player won.

Dear Bets.io Casino Team,

Can you please provide us with the relevant details/supporting evidence confirming your claims? It would be highly appreciated if we could see that the user's IP/location upon registration and play at Bets.io was altered, and that he bypassed the casino's system settings/restrictions for players from restricted countries.

Also, can you inform us about the amount of the deposits refunded to the player and the date when the refund was processed?

Feel free to send the requested documentation to my email ([email protected]).

Thank you.

These are blatant lies by Bets.io. I did not use any VPN at any time, and I clearly registered under the Jamaican flag (an option in their list of countries upon registering). They allowed me to register, took all my deposits, and even let me withdraw on March 18. Not to mention they appointed me my own personal VIP host (Maxine) because I was depositing and losing, and I spent lots of time every single day chatting to the host who would help me with any issue or question I had. Issues only arose when I started winning and tried to withdraw some winnings.

Hello, Branislav!

We would like to ask you to extend the timer for a few days, so we can fully collect the information and email you with everything needed.

Thank you in advance

Dear Casino Guru team, dear customer

We are working on this case and would provide you with more details on this in a few days

Sorry for the delay and thank you for your understanding.

Thank you for keeping us updated, Bets.io Casino Team.

Waiting for your updates and supporting evidence.

Thank you. Looking forward to hearing from you.

Greetings all,

Thank you, Bets.io Casino Team, for your email and additional explanation/information.

Dear Sashulia,

The matter will be discussed internally, and I will inform you about the results of the internal discussion as soon as possible.

In the meantime, can you please inform me about how much you deposited into the casino overall, and that the full refund of all your deposits has already been successfully processed?

Thank you for your patience and understanding.

My deposits were refunded, and 18520 usd was stolen from me. The discussion should be made in public here so that the public can see what is going on with this site and so that I can address any inconsistencies or lies made by them; that is the whole point of casino guru. The case should appear very clear to any rational and fair person.

Alright, Sashulia, I understand, and thank you for the confirmation.

The internal communication took place only within the casino.guru, based on which I asked the casino for additional details and supporting evidence.

Dear Bets.io Casino,

Can you please look at my last email and provide the requested? It is basically about the same as before- we need further details and supporting evidence.

Thank you.

Good afternoon. We have sent you the information by email. Please check the letters dated 05/21

Dear Bets.io Casino Team,

Thank you for your email. I replied a while ago.

Waiting for the requested information/details/supporting evidence.

Looking forward to hearing from you.

Thank you.

Thank you for the detailed message and for continuing to pay attention to this issue.

Let me clarify a few important points regarding our decision in this particular case, as well as our overall approach to managing risks related to jurisdiction.

Firstly, as an offshore operator, we do not apply the same legal risk assessment to every jurisdiction with restrictions.Our approach depends on the specific case and is based on various legal, technical and risk factors. In terms of our internal risks, Costa Rica is a significantly more vulnerable jurisdiction with a high level of risk compared to others, including Jamaica. Accordingly, we treat cases related to Costa Rica with greater care. As you may have noticed, the domain is registered to a legal entity registered in Costa Rica, and according to the laws of Costa Rica, the provision of services to local residents is prohibited. Therefore, we cannot accept or allow gameplay from this jurisdiction, as clearly stated in our General Terms and Conditions.

Secondly, despite the fact that we recognized a rare technical error in our geolocation system, the decisive factor that influenced the account restriction and our refusal to pay winnings was not the violation itself, but the behavior of the player. The player provided false information by specifying Jamaica in his profile when registering and logging on to the platform from Costa Rica. This is a clear violation of our General Terms and Conditions, which the player agreed to upon registration.

In this context, the term "forfeiture of winnings" may not be entirely appropriate. The player's actions were aimed at intentionally circumventing our controls, and the gameplay itself violated our terms. As soon as the problem was identified, we immediately refunded the full amount of the deposit to the player, which restored the financial balance and ensured that neither side would suffer financial losses.

Regarding your test registration from an IP address in Jamaica, we understand your point of view, but we believe that it is only partially applicable to this particular case. Each situation is considered individually, and our compliance procedures include multi-level checks upon registration, during the game, and especially upon exiting the game. We are constantly improving these processes, including the logic of geographical constraints, to improve accuracy and responsiveness.

Thank you again for your feedback. We are always open to constructive dialogue.

With best wishes

These are all nonsensical and invalid arguments since you allowed me register, to deposit, and to gamble with large size knowing that I am Jamaican (through my registration and documents) and that I was located in Costa Rica (on holiday on a tourist visa, through my IP). Not only did you accept my registration, deposits, my gambling, and my documents, you even assigned me a VIP host that was in touch with me on a daily basis to support me and entice me to gamble more with bonuses. All of this was of course completely fine while I was losing.

The second I won is when all these nonsensical arguments were conjured out of thin air. A typical 'negative freeroll': keep silent and take the customer's money if they lose, but make up some invalid excuses to steal their money if they win. If you truly had an issue with a Jamaican player or someone located in Costa Rica, you would simply block those IP addresses or at the very least block their registration or not let them deposit, you would not have their country available in the drop down list at registration, welcome them with bonuses, assign them a personal VIP host, and accept their large wagers. Anyone with half a brain can see straight through these weak and cowardly tactics aimed at stealing money.

As for the 'gameplay violating our terms', of course you can't elaborate on this lie or provide evidence as there is nothing to show. The betting was done in a normal way on the lines provided on your sportsbook, and again, all was perfectly fine when I was losing.

I hope my money is paid to me fair and square, and if it isn't, I hope you, casino guru, look at this case objectively as any rational mind would, and publicize bets.io as the fraudulent company they are making themselves out to be, to the maximum extent you can.

Greetings all,

I am sorry for the delay.

Dear Bets.io Casino Team,

But your explanation and the reason behind the confiscation of the user's winnings somehow changed, and there are a few discrepancies.

First, you claimed that he used a VPN during the registration and play. Then, it was the fact that the casino found out during the KYC that the user is from Jamaica, which should be a restricted country, but the casino's system allowed him to register. Later, he registered from Costa Rica, which should also be a restricted country, so it does not change the fact that the casino's system allowed it anyway?

So, he may have used a VPN, but you did not provide us with any relevant evidence confirming that, and it is still not clear how a VPN should have been used (he was in Costa Rica and used a VPN to alter his IP to Jamaican IP, or he registered and played from Jamaica but at some point, he was in Costa Rica and used a VPN during that time?), while you have not answered my last email(s) regarding the complaint and have not provided any further details or supporting evidence confirming your claims.

If I understand it correctly, both Costa Rica and Jamaica should be restricted, and players from these countries should not be allowed to register/deposit/play at the casino at all, so under any circumstances, the casino should not have allowed him to access the casino's website or register at the casino at all, and it should have been enforced on the casino's side, but for some reason it was not.

Did the casino change its Terms and Conditions (restricted countries) in the near past, let's say since January 2025? If so, how exactly?

It appears that the player filled out the correct personal details upon registration or in his profile, and even if he accessed the casino website from Costa Rica or Jamaica, the casino allowed him to register and play. So, I am asking - what did he do wrong? Why should his winnings be confiscated?

Can you also check my last emails and provide the relevant supporting evidence regarding a VPN and the locations from which he accessed the casino website, and when? If he altered his actual location - how? Where did he sign up/play from? What was his usual location, and when did he allegedly use the VPN, and what exactly did he gain by using a VPN?

Thank you.

Dear Casino Guru team, dear customer

We are working on this case and will provide you with more information in a few days.

Sorry for the delay and thanks for your understanding.

I selected Jamaica correctly when registering because I am a Jamaican citizen and resident, so to say that I provided false information is an outright lie as you very well know. As for my IP being in Costa Rica, yes it was there the entire time from the moment I created my account because I was on holiday. I do not live there nor am I from there. You could easily see the IP address upon account creation and thereafter but decided to accept my deposits, my play, and even assign me with a VIP host, despite that knowledge.

You also continuously change the stories and lies that you are utilizing in your weak attempts to justify the theft of my funds. Earlier in this thread you said:

"When registering, the player used vpn and hid his true location. After winning large amounts and attempting to withdraw funds, we requested identification documents. That's how we found out that this player is from Jamaica."

Now you are contradicting yourself completely, admitting that I did indeed sign up as a Jamaican (because I am), without VPN, and not that you 'found out' at some random time like you claimed earlier.

Anyone with half a brain can see through this mess of lies you have created to justify this theft and the negative freeroll that was applied to me: keep the account open and keep taking losses if I lost, despite knowing exactly where I was and what my nationaility and residence is, but yet make up some unjust excuses if I won money to confiscate any winnings. In other words a situation in which you cannot lose.

Casino Guru team please tell this casino to pay out my funds as is correct, or publicize this situation further.

Good afternoon, Branislav. We have sent the information to your email address. Please review it.

Thank you for your email and the additional information, Bets.io Casino Team.

I will reply to your email in a while. However, I would like to wait for the complainant's response and some rational explanation regarding his internet connection/locations during the session in question.

Thank you.

Dear Sashulia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I never used a German IP address, nor was I in Germany at any time, nor am I German. That is fabricated information.

Alright, Sashulia, I asked about the data I saw in the screenshot from the case, where it appears you accessed your account/the casino website from German IPs, during your game session in Costa Rica. Although it would be great to have a relevant explanation for that, I think it is possible that it would not significantly influence the overall situation surrounding the main issue here.

Dear Bets.io Casino Team,

I replied to your last email recently. Can you please check it and provide the requested?

Thank you.

Like I said I have not been in Germany nor used a VPN so it is not possible that I registered a German IP, that information is either faulty or fabricated.

Like you mentioned, I don't see how this is of any relevance here in any case. The issue here is that they happily accepted me as a Jamaican citizen and resident (an option in their list of countries upon registration) playing from a Costa Rican IP address, and happily took my deposits and my action and assigned me a VIP host to be in touch with me every day while I was losing, and then randomly made up a story that Jamaicans are not allowed when I eventually got lucky and won money. I don't understand how a rational person needs even 5 minutes to see what is going on here. Blatant theft and 'negative freerolling'.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sashulia,

Although the casino stopped responding, I have a question regarding the disputed amount after reviewing all the evidence from the casino.

• The disputed amount of the complaint is 18.5k USD/USDT
• You claimed that your balance at the time the problems occurred was 30.5k
• According to the evidence from the casino, your last deposit was 12k, and I can see that the casino refunded you 15k + 16k via ConsPaid, which is 31k, which is a bit more than the balance at the time the problems occurred, and what the casino calls a refund of your deposits
• You claimed your deposits were refunded, which, if I understand correctly, includes also the previous deposits you lost by playing at the casino, and which is together approximately the same amount (31k) as your remaining balance was (30.5k)

Can you please confirm you received together 31k in March 19 and March 27, 2025, when these refunds should have been processed?

If so, what disputed amount are we talking about here? Please note that if you had simply withdrawn your balance at the time the problems occurred, you would have been able to withdraw approximately 30.5k USD/USDT, but as a result, under the given circumstances, you were able to receive 31k.

If I overlooked something important above, please correct me, but after reviewing the situation and all the information/details you and the casino provided, it is not clear what the disputed amount represents here, and it is very important to know that for further proceedings.

Thank you. Looking forward to hearing from you.

Dear Sashulia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Apologies for the late reply, I have been away from my computer.

The disputed amount which was stolen from me is 18520 USD. 31k was deposited in total and 31k was withdrawn in total, but I should have been able to withdraw 49520 in total. This was all done via crypto (USDT if I remember correctly), I do not know what ConsPaid is. I have all transactions on the blockchain and a full history available of daily P&L from gambling on the site and any bonuses received, if necessary.

Thank you for your response, Sashulia.

Can you explain how did you accumulated your disputed winnings, please?

Do I understand correctly that you accumulated your disputed winnings from your last deposit, while all previous deposits were lost by playing at the casino?

Thank you.

If you balance at the time the account was closed/blocked was 30,5k UST/USDT, as you claimed yourself earlier, why you should be able to withdraw 49520 USD/USDT, if the casino also refunded your previous (lost) deposits, which was together more then your balance?

You claimed this before:

"I deposited a total of 31k usdt. My balance when this ordeal started was 30520 usdt. They allowed me to withdraw 12k usdt and stole 18520 usdt."

So, 12k + 18,5k = 30,5k, that you wanted to withdraw, and therefore, the disputed amount of 18,5k.

But, the casino did not allowed you to withdraw only 12k, but they refunded all your deposits of 31k, which is more than your balance was at the time your account was closed, right? You confirmed it in your last post.

I believe that since there is still an open complaint on casino.guru, you will check your email regularly, and not only once every 2 weeks. Therefore, I am setting the timer for you for 2 days.

If you do not respond within the next 2 days, based on all the gathered information and details, I will consider the matter sorted out and close the case accordingly.

Thank you for understanding. Looking forward to hearing from you.

Based on all the gathered information from both involved parties and all stated and explained above, we consider the matter resolved, and it will be closed accordingly in our system. The amount refunded/paid exceeded the balance that should have been paid.

Dear Sashulia,

Thank you for using the Casino Guru complaint resolution centre. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Bets.io Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru