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Dear viral100,

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 kindly provide information regarding the creation date of your previous account?
• Additionally, could you please clarify the reason for creating your second account?
• Did you use the same email address to register both of your accounts?

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,

Attila

Hello Attila,

thank you for your response.

The first account was created around February 26.

The reason I created the second account is simply because I forgot about the first one. I have multiple Gmail accounts and didn’t realize I had already registered before. There was no intention to create multiple accounts to gain any advantage.

I also want to clarify that I did not use the first account in any meaningful way. I didn’t claim any bonuses, didn’t play, and didn’t try to abuse anything. It was basically just created and then forgotten.

The second account was created later when I actually wanted to use the platform, without realizing I already had an account.

The email addresses were not the same.

I understand that having multiple accounts may technically violate the TOS, but in this case there was no abuse or unfair advantage, which is why I believe voiding all winnings is not a fair outcome.

Also, from what I’ve seen in the TOS, the wording uses "may", which suggests this kind of action is not always mandatory and should depend on the situation. In my case, there was clearly no abuse or fraudulent intent.

I’m just hoping for a fair review of the situation.

Thank you for your help.

Best regards

Dear Viral100, thank you for your response. I would like to inquire whether you have made any deposits into your first account created on February 26. Additionally, could you kindly clarify if this date refers to February 2026?

Furthermore, I would appreciate it if you could confirm the precise date on which you created your second account. Have you claimed any bonuses associated with your second account?

Thank you for your cooperation.

Also im KYC Verified.

Hello viral100,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I would like to provide an update regarding my complaint, as the operator has now responded through the licensing authority.

The operator justified the account ban and confiscation of funds based on two points: VPN usage and multiple accounts. I would like to clarify both, as I believe they are being applied in a disproportionate and inconsistent way.

1. VPN Usage

The operator classifies VPN usage as "fraudulent activity." However, in my case, there was no attempt to bypass restrictions, no change of region to gain an advantage, and no abuse of any kind.

If a VPN connection occurred, it was only briefly and unintentionally. No benefit was gained from it. Applying the maximum penalty (full confiscation of funds) for such a situation appears excessive and raises fairness concerns.

2. Multiple Account Allegation

The second account referenced by the operator was created months ago and never used — no gameplay, no bonuses, no deposits. I had completely forgotten about it.

Additionally, this issue was only raised later during support conversations, after I openly mentioned my long-term use of their related platforms. This suggests it was not the original reason for the ban, but rather brought up afterward.

There was:

no parallel account usage

no bonus abuse

no advantage gained

3. KYC and Timing of Enforcement

My account was fully KYC verified and allowed to use the platform without any restrictions.

This raises an important concern:

If these were serious violations, why was the account approved and allowed to play?

Why were these checks only enforced at the withdrawal stage?

4. Lack of ADR Access

I also want to highlight that I repeatedly requested the ADR contact, which should be provided under the license.

Instead:

I was blocked by support after asking

I was given a non-existing compliance email

my further emails have not been answered

This effectively prevented me from accessing any proper dispute resolution process.

Overall, I fully understand that terms of service exist, but in this case:

no abuse occurred

no advantage was gained

the referenced issues are minor or unintentional

and the applied penalty (full confiscation) is highly disproportionate

I kindly ask for a fair reassessment of this case.

Dear viral100,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello Atilla, I have sent you an email with the information.

Dear viral100,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello viral100,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution. Just to check, you mentioned above "as the operator has now responded through the licensing authority." Do I understand correctly that you already submitted a complaint to the licensing authority, and they are investigating the matter? Have they issued their decision yet? If so, what was their verdict, please?

We would like to invite AceBet Casino to join the conversation.

Dear AceBet Casino,

I kindly request that you provide any evidence regarding the multiple accounts associated with the player in question, particularly focusing on whether these accounts have been actively utilized recently. While I acknowledge that, in line with standard industry rules, each player is permitted to maintain only one account, it is important to consider situations where a player may have inadvertently created an additional account without awareness of their existing one, especially if the original account has remained inactive for a longer period. Furthermore, if the player has not availed themselves of any bonuses or if the previous account did not have any restrictions related to self-exclusion or responsible gaming, the mere existence of multiple or duplicate accounts should not be grounds for the confiscation of winnings. This is because it does not confer any unfair advantage to the player and does not align with the principles of fairness and safety that are expected from reputable establishments. I appreciate your attention to this matter and look forward to your response regarding the evidence of the accounts in question to me at michal.k@casino.guru

Hello,

yes, I have already submitted a complaint to the licensing authority. The response I shared earlier via mail is from the operator through that process.

As of now, there has been no final decision or further response from the licensing authority itself.

Hello Viral100,

During support interactions, the user confirmed they play on both Clash and Cases. They provided a screenshot of their Cases profile (ID: CA-185328), which has the email mar*********nn@gmail.com linked to it. That same email is also associated with a separate AceBet account (AB-990764), constituting a multi-account violation under Section 3:

"You can sign up (register) and use only one Account on the Website. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts' holders in advance and in writing. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you."

Ref: https://acebet.co/policies/terms-of-service

Section 3.1–3.3

Hello Michal, hello AceBet team,

I have read your latest comment and must strongly correct the misleading impression you are creating.

1. The old account and the email

You are using the fact that this email is linked to my Cases.gg profile (CA-185328) and an old AceBet account (AB-990764) as proof of multi-accounting.

The truth is:

After I was banned on AceBet, I contacted support on Clash.gg for help. To prove that I am a legitimate long-term user of your group, I voluntarily and honestly informed the admin that I have been playing for years on cases.gg and clash.gg. I even sent a screenshot of my Cases profile.

Only after I provided this information did your support suddenly bring up the old AceBet account and use it as their main argument against me. This strongly suggests you were not even aware of it beforehand.

2. Activity on the first (old) account – created 26 February 2026

This was purely a forgotten test account:

I made 0 or no meaningful deposits (I cant check since im banned)

I did not claim any bonus

I only looked around briefly and then completely forgot it existed

There was no gameplay and no winnings on this account

3. Activity on the main account – AB-1379397 (created 19 March 2026)

I won approximately 3,000$ with it

The account was fully KYC verified

When I requested a withdrawal of 1,500$, I was suddenly banned

There was no simultaneous use of both accounts. The old one was inactive and long forgotten.

4. Disproportionate penalty & clear bad faith

Your TOS Section 3 uses the word "may" several times, giving you clear discretion.

In this case we have a completely inactive test account with zero activity, no bonuses claimed + a main account with honest play, full KYC and no abuse whatsoever. Nevertheless you voided the entire winnings.

What makes this even more questionable: The admin offered to simply unlock my account, but only if I accepted that the entire balance would be voided. (I have it added in the last mail to you michal incase u want to see it)

This offer clearly shows that the "multi-account violation" is not the real issue for you. You were willing to overlook it as long as you could keep the winnings. This strongly indicates that the ban and confiscation are primarily motivated by avoiding the payout rather than enforcing rules consistently.

I voluntarily provided information in good faith to prove I am a real user with the same KYC Verification, and it was immediately weaponized against me. Voiding all 1.500$ winnings for such a minor, unintentional and harmless technical issue is extremely disproportionate and unfair.

I ask AceBet to apply proper discretion and fairness. At minimum, a significant portion of the winnings should be paid out.

I remain available for any further questions or evidence.

Best regards,

Viral100

Hello Michal,

I’m quite sure that their decision will remain the same. To save Acebet and me some time, could you please provide your decision on this.

Dear AceBet Casino,

From your response, it seems that you are linking accounts from 2 different casinos.

Kindly provide supporting evidence to me at michal.k@casino.guru regarding the alleged multiple accounts linked to the player in question at AceBet Casino, specifically including details on when each account was created, periods of gameplay activity, and the dates of last activity for each account.

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.

Hi,

Since it may take a little longer for Acebet to respond, I can answer this on behalf of Acebet if needed: yes, I have two accounts on their platform, as I already explained above. I don’t believe this necessarily needs to be proven.

I would appreciate a solution or a decision on this matter.

Thank you michal,

Viral100

Hello viral100,

We have investigated the issue and found the following violations:

Violation 1 – VPN Usage

The account shows clear evidence of VPN usage, which falls under Section 9 (Irregular Activity), point 3 of the AceBet Terms of Service:

"Fraudulent activity — Once we noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user's Account with forfeiting of all Account balances without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user."

Ref: https://acebet.co/policies/terms-of-service – Section 9.3

---

Violation 2 – Multiple Accounts

During support interactions, the account user confirmed they play on both Clash and Cases. They provided a screenshot of their Cases profile (ID: CA-185328), which has the email martinkenndenn@gmail.com linked to it. That same email is also associated with a separate AceBet account (AB-990764), constituting a multi-account violation under Section 3:

"You can sign up (register) and use only one Account on the Website. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts' holders in advance and in writing. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you."

Ref: https://acebet.co/policies/terms-of-service – Section 3.1–3.3

---

The user has reached out multiple times regarding the ban. The violations have been explained to them directly, and they have confirmed ownership of the Cases account. Both violations are documented and the ban stands as legitimate.

Hi Michal,

I suspect the representative from Acebet is AI. They’re clearly not reading your messages and keep repeating themselves.

Let’s leave it at that and please consider to give a final decision. Thank you.

Dear AceBet Casino,

Thank you for your detailed response. However, I must note that you have not yet provided the requested evidence supporting the alleged existence of multiple accounts linked to the player in question at AceBet Casino.

As an independent dispute mediator, it is necessary for us to review the relevant supporting evidence in order to properly assess the legitimacy of the actions taken. I would therefore kindly ask you to provide the requested materials at your earliest convenience to me at michal.k@casino.guru

Without the ability to independently review evidence substantiating the alleged rule violations, I am unable to support the measures applied to the player’s account.

I tried to resolve this politely and even offered to close the case in exchange for receiving just 5–10% of my balance back. Instead, support apparently rejected it with a ban.

As if their practices were not shady and unfair enough already, this honestly feels closer to a targeted scam when such minor reasons are used to confiscate someone’s entire balance.

Someone could accidentally enable a VPN for a single second and suddenly all of their funds are gone. Why? Nobody can clearly explain what exactly is supposedly being bypassed, especially when gambling is fully allowed in the respective region.

Absolutely untrustworthy casino that will take advantage of you at the first opportunity.

You should also consider that I am not just some random new user. I have used their sister casinos for years, completed KYC verification there, and wagered thousands without any issues. That makes this treatment even more unreasonable and concerning.

This casino also should not have such a high rating simply because they technically follow their own "Terms of Service" when those terms themselves are clearly abusive and predatory.

Anyone could write in their TOS that they are allowed to confiscate all of a customer’s money without meaningful justification or even misuse sensitive customer information, that does not make it acceptable or ethical.

Please place a warning on this casino. This kind of behavior is completely unacceptable.

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.

Hello we will send you the information on your email Michal.

You’re welcome to post it here so everyone can see your reasons and evidence, even though I’ve commented like 10 times that I have 2 accounts (one of them inactive and unused).

They’re really not that secret, and it also has nothing to do with your "amazing AF system" it’s because I literally told you and gave you my account names and explained u the situation that i never abused anything. Before that, you had no clue at all. You ban people over "suspicious patterns" or sometimes seemingly just for no reason, like you can already see in the other complaints. And that’s probably, very generously speaking, only 1% of all the people you scam. Most people simply don’t know about Casino Guru or don’t see the point because you just hide behind your "TOS."

@Michal They should prove that and what they had detected before I admitted having two accounts, not give these cheap responses saying "well, you admitted it." And send u Support logs that i already sent u. Before that, they had nothing, absolutely nothing.

There will also be many more complaints coming about AceBet because people are getting their deposits locked or their accounts simply banned, as you can already see happening now.

What is your steam ID used to link the Acebet account  AB-1379397?

Just send him the requested information already. You’re asking for my Steam ID instead of simply checking it yourselves

You’re so desperate that you’re trying to force-check Steam IDs across your partner/sister platforms just to verify emails and maybe find a multi account from 2015 😭😭

It’s time for this case to finally come to an end. And yes, there are actually users on that site who voluntarily choose to deposit money there without being forced to.

Dear viral 100,

Kindly provide us with your Steam ID, as it seems to be important for the evaluation of the matter.

Dear AceBet Casino,

Thank you for your email and the additional information provided. However, it still does not offer sufficient clarity to assess the full circumstances of the case.

I have outlined in my previous correspondence the specific information and supporting evidence required in order to reach a fully informed decision. I would therefore appreciate your cooperation in providing the requested details.

I look forward to your timely response.