AceBet Casino - Spelaren är avstängd från kontot utan giltig anledning.

Same problem I have been seeing with a lot of other players. We are getting banned for "having multiple accounts" but that is just NOT true. I was banned after trying to withdraw $90 from Acebet. KYC verified and all. After waiting 4 days for the payment to hit my account, Acebet bans me and locks me out of my account then asks me to verify my identity again. After sending exactly what was asked for just how they asked for it. I was told to basically kick rocks because I have multiple accounts which is clearly a lie and they're clearly doing this to avoid paying players.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone in your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes there may be a chance someone has opened an account with the same IP address. Still doesn't make sense of me being banned only after making a withdrawal but not during the KYC verification if there was any problem with an account being made within the same vicinity/IP Address. No proof of any other account being made by me. I think I played blackjack a few times and mostly "Six Six Six" slot game. My winnings were accumulated through daily bonus. Doesn’t change the fact I was going to purchase a bundle. Gladly I didn't because they couldn't even get the withdrawal situation handled , seeing as they only waited until I tried to withdraw to claim this.

Thank you very much for your reply, KelFromNC. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear KelFromNC,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru