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On November 26, I made a deposit in the amount of 2300 usdt, they stopped my ability to place bets in the sports section. They said that I could place bets in the casino. I played the baccarat game in the casino section. I managed to win and my balance was 3900usdt. I tried to draw a conclusion. I was asked for verification. I passed the first and second stages of verification. My account is fully verified. I was told that I was suspected of having other accounts on the platform, but I do not have them and never have had them. They blocked my chat with support when I tried to find out with them why I couldn’t withdraw money. They don't answer me by email either. My balance is canceled and I can't do anything.

Dear vasilek25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello! Thank you for your response. None of the relatives or neighbors have an account in casinos or bookmakers. No bonuses were received to the account. All funds on the balance were my deposit and winnings from the casino.

Здравствуйте! Спасибо что вы отреагировали. Никто из родственников или соседей не имеет учетную запись в казино и букмекерских конторах. Бонусы на аккаунт не поступали. Все средства на балансе были моим депозитом и выигрышем с казино.

Thank you very much, vasilek25, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello vasilek25,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 500 Casino to join the conversation and participate in the resolution of this complaint.

Dear 500 Casino,

Can you please provide more information about the player's suspected use of multiple accounts? Any supporting evidence can be posted here or sent to me directly via email (adam.m@casino.guru).

Kind regards,

Adam

Hello,

During our investigation user's account was tied to organised betting group that takes advantage of our Sportsbook product. This is strictly against our Terms of Service, thus the player in question ended up being suspended.

However, after reviewing the case, we decided that we will let the user withdraw the initial deposit together with his win on the casino - there's no wrongdoing here.

Please, abide by our Terms of Service and stay within the guidelines.

Regards,

Hello 500 Casino, thank you very much for the information and explanation.

Dear vasilek25,

Can you please respond and confirm that this matter can be considered resolved?

Kind regards,

Adam

Hello! I don't know why I'm accused of having other accounts. I do not have them! But I'm glad that I can return the money that I honestly won!

Здравствуйте! Я не знаю почему меня обвиняют в наличии других аккаунтов. У меня их нет! Но я рад что я могу вернуть деньги которые я честно выиграл!

Hello vasilek25,

Thank you for your response. Please be aware that we do not currently investigate sports betting cases. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly.

As the disputed winnings you have earned in the casino have been returned to you, we would prefer to close this case as 'resolved'. Are you happy for us to do so?

Kind regards,

Adam

Dear vasilek25,

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.

Dear vasilek25,

As there has been no further response from you the complaint will now be rejected as mentioned. It can be reopened at any time.

Kind regards,

Adam