500 Casino - Счет игрока был заблокирован, а выигрыши конфискованы.

Hello, initially everything was excellent. I was playing, and they were making payouts rather swiftly. Today, I encountered an issue where a bet was recognized, but it didn't show up in my bets. However, it was indicated as accepted in the history (I will attach a screenshot). In the end, once my bet won, they claimed that my bet had not actually been accepted and they would be returning the wager amount to me. I argued that this wasn't fair, at which point they asked me to go through a verification process. I had no issue with this and complied. Once I passed, they told me via chat that my bets seemed similar to those made by another account. I didn't understand this at all. They also stated that my account had been locked, and the balance of 1500 USDT had vanished from my account. This money was entirely mine, and they didn't acknowledge the winning bet. Perhaps they mixed something up, but now they're ignoring me. Please help me understand this situation. I would also like to make it clear that I don't have and couldn't possibly have any other accounts since I have given them my identification documents! Their customer support has started to ignore me and don't seem to want to resolve the issue.

Здравствуйте, по началу было все отлично. Я играла, они давольно быстро выводили.Сегодня я столкнулась с тем что ставку приняли, но в my bets она не отобразилась, но в истории она оказалась принятой(прикреплю скрин). В итоге как только моя ставка выиграла они сказали что на деле моя ставка не была принята и мы вам возвращаем сумму ставки. Я начала спорить с ними что это не правильно, в итоге они попросили пройти меня верефикацию с чем я без проблем согласилась. Прошла и после этого в чате мне сказали что мои ставки похожи на ставки другого аккаунта. Я вообще этого не поняла. Так же они сказали что мой аккаунт заблокирован и средства у меня исчезли с аккаунта 1500 USDT. Это полностью мои деньги ту ставку они так и не рассчитали как выигрыш. Возможно они что то перепутали, но теперь меня игнорируют. Прошу помочь разобраться в ситуации. Так же прошу заметить что других аккаунтов у меня нет и быть не может. Ведь я дала им свои документы! Поддержка стала игнорировать ничего решать не хотят.

Dear milka42224,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated your winnings with or without an active bonus?

Lastly, please note that bets sometimes get rejected and usually it is not the casino's mistake. As long as the value of your bet has been returned to you, there is nothing we can do.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I live alone and often play in coffee or internet clubs. I usually placed a bet and played slots.

No bonus

I honestly don’t understand why they do this to me(

Здравствуйте, я живу одна и чаще играю где то в кофе или интернет клубах. Обычно я делала ставку и играла в слоты.

Без бонуса

Я честно не понимаю за что они так со мной(

Also now on the forum they write that I was betting on a known result. This is a complete lie. I always bet on the next game or on a match that has not yet started. They don't provide any evidence. Perhaps this is because of this last bet that I talked about, but I remember for sure that this bet was made on the next game, that is, I had no way of knowing the result.

Так же сейчас на форуме они пишут что я ставила уже на известный результат. Это полное вранье. Я ставила всегда на следующий гейм или же на матч который еще не начался. Доказательства они никакие не дают. Возможно это из за этой последней ставки о которой я говорила, но я точно помню что эта ставка была сделана на следующий гейм то есть результат я знать никак не могла.

Thank you for your reply, milka42224. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Hello, this is how the casino confiscated my money. I wrote this about the rates for general information. And the casino took the money from me. 500 casino is an online casino.

Здравствуйте, так у меня и конфисковало деньги казино. Про ставки это я так написала, для общей информации. А деньги то забрало у меня казино. 500 casino является онлайн-казино.

Could you help me file a complaint with askgamblers.com.

Могли бы вы мне помочь оформить жалобу в askgamblers.com.

Are you seriously asking us for help with submitting a complaint with our competitor?

Please understand that if your winnings accumulated by sports bets have been confiscated, the casino probably detected activity that led to that decision. 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 reject 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.