10bet Casino - Spelarens vinster konfiskeras.

Hello,

I had an active account at 10Bet. I deposited using cryptocurrency and started playing. After winning some amount, my entire balance was confiscated without prior warning. The support team provided no clear explanation, simply stating that the action was taken "according to clause 14 of their Terms and Conditions."

I requested clarification multiple times, and all I received was a copy of the clause, without any proof or specific reasoning. I did not violate any rules knowingly.

I have already filed complaints with the Curaçao Gaming Authority (license number OGL/2024/418/0821), but they said they do not handle individual cases. I’m now turning to Casino.Guru for help resolving this issue.

The bookmaker is refusing to return my funds, and I consider this behavior fraudulent.

I am attaching all relevant screenshots, including my communication with their support team.

Thank you.

Dear alex3run0994,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear Christina,

Thank you for your quick response.

Here are the answers to your questions:

1. Games: I used the platform exclusively for sports betting. I did not play slots or live dealer casino games.

2. Verification: Yes, I successfully passed KYC verification before the account was closed. My identity and address were fully verified.

3. Bonus usage: I have not used any active bonuses at the moment when placing my bets. Only at the very beginning of using this platform, but eventually the bonuses that I won then were canceled, but as they said, it was necessary to turn over the winnings for a certain amount, okay, although it was a shame to lose, but apparently these are the rules.

As for my current problem, all the winnings were obtained from my deposited funds (crypto deposit of $ 99 USD), I did not receive or use any bonuses.

After I withdrew 200 USDT and won another bet, my account was suddenly closed without warning and the remaining balance was confiscated. The support team only vaguely referred to "Item 14" without providing any evidence or specific justification.

I have the full correspondence with the support team and can provide screenshots if needed.

Thank you again for your support in resolving this issue.

Best regards,

Alexey E***

Thank you for your reply, alex3run0994. I apologize, but if you have only placed bets on sports betting and your account has been blocked, the casino may have detected activity that requires further investigation. 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. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.