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Dear WebbySlot casino Team,

Thank you for your answer. In my understanding arbitrage bets are bets that guarantee profit no matter what the outcome of the match is. I don't know how that would have been possible with my bets as the odds for the matches were pretty much the same with every other bookmaker at the time. Did Digitain provide you with any proof why they concluded that my bets were arbitrage bets? To me they were bets that I considered to have good value at the time and I also placed similar bets with several other bookmakers who all paid my winnings. I don't see how placing value bets can be considered as "unfair advantage" which is in your 13.5.3 T&C.

All in all, I played in your site for three months, made fifteen deposits totaling 4173 € and before your decision to confiscate my winnings made five successful withdrawals totaling 3750 €. Your final 423 € payment then concluded that all my game play with sports bets and casino slots for the three months was for nothing. This led to a really bad customer experience so I really hope these kinds of decisions are not made lightly.

Best regards,
avatron

Dear avatron,

Thank you for your reply.

Unfortunately, we shall inform you that due to a risk department check, your account was determined as a maker of arbitrage betting. The Digitain provider has provided us with proof of such activity and all information has been analyzed by the appropriate department from our side as well.

In accordance with our Terms and Conditions (13.4.1, 13.4.2) we do not allow to use of arbitrage betting on our website. When you are registered by us, you have agreed with the mentioned rule. After the software provider determined such as fraudulent action, we can only return placed bets on the Players account.

For those reasons we kindly ask you to pay attention to the fact that the decision is final. 
We fully understand your feelings and frustration in the situation that occurred, however, we cannot take no notice of the violation of our Policy.

We do hope that we have made things clear for you. We wish you more winnings and regards for your future.

Sincerely,
WebbySlot Casino Team

Dear WebbySlot Casino Team,

Thank you for your answer. You claim that your Digitain provider has provided you with proof of arbitrage betting, but yet you are not willing to share any of that proof with me. That feels frustrating as I know that I have not been arbitrage betting or doing any other fraudulent action, but there is no chance for me to try to understand why you claim that I have. To me it seems that as long as I was losing money, there were no issues from your side, but the moment I got into profit you decided to come up with some reason not to pay the winnings. At least, I now know not to play with any Digitain casino in the future if that is their policy.

Best regards,
avatron

Dear Avatron,

We appreciate your response and always try to remain honest and open with our players.

The fact is that the information provided by the Digitain provider is confidential and we cannot disclose it publicly. Please be assured that all such cases are checked not only by the provider, but also by our risk department in order to establish the authenticity of the details provided.

We are forced to act in accordance with our policy as we are a licensed casino and we have rules that must be followed by both us and the players.

However, we always do our best to help players, as we are responsible for the money you deposit into our casino. That is why we have decided to return the remaining amount of deposits to you.

We hope that in the future your experience will be successful and your winnings will not stop there.

If you have additional questions, you can always contact our support team by mail: [email protected]. We will be glad to help you.

Best regards,
WebbySlot Casino Team

Dear WebbySlot Casino Team,

Can you disclose the information provided by Digitain to me privately then? I can contact you by e-mail. Is your e-mail address really only [email protected] or is it missing something?

Best regards,
avatron

Dear Avatron,

We would like to inform you that you can always contact us via email: [email protected] if you have any further questions or concerns. Your request will be transferred to the appropriate department.

We will do our best to provide you with the necessary information concerning your case. Therefore, feel free to get in touch with us at any time.

Warm regards,
WebbySlot Casino Team

Dear WebbySlot Casino Team,

I contacted you via the e-mail address, but the answer was that in accordance with the privacy policy, you cannot provide such information.
So, I guess that is it then. There is no way for me to understand your decision, because you are not willing to give any
information about it even privately.

Best regards,
avatron

Dear Avatron, 

We are wholeheartedly sorry for your experience in our casino so far. However,  we act in accordance with our Terms and Conditions,  therefore,  we are not able to go against our policy.

Please, be assured that we do everything possible to improve our service and make each of our customers satisfied. 

Feel free to keep us informed of any additional questions at any time you need. 

We will be more than happy to assist you.

Best regards,
WebbySlot Casino Team

Hi,

I withdrew 10k EUR 2 days ago from bets.io and was told that cash outs would take between 0-24 hours which I can understand especially due to the amount of withdraw.  I did not receive any information or notices after about 24 hours and decided to ask live support about the status.  I was told that my withdraw is in queue and it was not my turn yet and they have to verify my bets.  

Deposit was done in crypto with no bonus attached. The only bet that I assume needs to be verified would be the winning bet and is publicly made available by No Limit City shown in replay below: 

https://replay.nolimitcity.com/show/kudamabiuso?device=desktop&language=en

It is not the first time I had withdrawn from bets.io as I've already cash out once last week and only took about 1 hour 45 minutes.

It is now almost 48 hours since I requested withdraw and still haven't received any updates from the casino.  

Could someone please assist with this pending withdraw issue.  Thanks!

Hello Tony Yeh,

Please send us your casino username via private message and we will contact the casino on your behalf and inquire about the withdrawal.

Hello Tony Yeh,

Thank you for providing your casino username. We'll contact the casino representative on your behalf. Please keep an eye on this thread for any updates. 

Hello Tony Yeh,

Thank you for confirming through PM that your issue got resolved. Have fun and enjoy

Hey all.

This is a complaint I'm writing regarding OnLuck casino.

My casino user is: R******

Almost two weeks ago I've done two deposits here: one BTC and one ETH and they never shown up on the casino.

Both the transactions are fully confirmed for a long time and I've sent them all the transaction hashes so they could see it as well.

Every time I contact them they just keep telling me this is being handled by relevant department but so far and during all this time I never got a response from them.

I've never seen such thing.... specially when their main page states "lightning fast deposits and cashouts".....

Hello RickyLuck,

Thanks for sharing your account details with us and sorry because you are facing this kind of issue. 

We will notify Casino Rep about this case, and once we hear back we will get back to you with the clarification.

Keep an eye on this thread for any updates.

Thank you.

Dear RickyLuck,

Thank you for sharing your thoughts.

Our team apologizes sincerely for the inconvenience you've experienced while attempting to deposit funds into your account. We understand your frustration and we want to inform you that the mentioned deposits are now processed and the funds are on your balance.

Please do not hesitate to contact us if you have any additional questions or concerns. We apologize again for the delay and thank you for your patience.

Warm regards,
Onluck team

Hello everyone,

I'm lodging a formal complaint against bets.io where i'm asking a full refund of my deposits due to my gambling disorder. I've acknowledged previously to golden star casino management which supervises bets.io too my gambling disorder and I've been self excluded permanently. Moreover I would like to highlight that I've been using the same credentials as the one I've been using on Golden Star Casino previously. I'm asking LCB your assistance and support to get my deposits refunded.

Thank you for your attention to this matter and I'll be looking forward to hearing from you soon.

Best regards,

rexola23

Hello rexola23,

When did you request the self-exclusion? Before or after creating the player's account?

We cannot assist you if you lost money by depositing under the assumption that they blocked your account prior to receiving official notification from them.

Hello Eowyn,

i got the official confirmation of the self exclusion on 6th of December 2022 before even creating the account on bets.io

Hello rexola23,

Two years have passed, so we believe nothing will change now. Can you send us a screenshot of that email via private message?

As far as we know, the casinos can't block in advance someone who hasn't even created the account.

Hello Eowyn,

It seems there might be some confusion, so let me clarify the situation for you ^^

Back in December 2022, I played on Golden Star Casino and informed their management about my gambling disorder, leading to self-exclusion. Recently, I discovered that bets.io is under the same management as Golden Star. Therefore, I'm seeking a refund because both casinos share the same supervising entity and should be aware of my gambling issue, especially when i have been using the same credentials. I'll provide you with the official statement I received from Golden Star Casino at that time for reference in private message.

Thank you for your attention to this matter and for your understanding and I'll be looking to hearing from you back.

Best regards,

rexola23

Hello rexola23,

While casinos within the same affiliate network may share certain terms and conditions, it's not guaranteed that they will have identical terms. Casinos often have their own specific terms and conditions that may vary based on factors such as their target market, licensing jurisdiction, and unique offerings.

However, it all comes down to the fact that you anticipated they would ban you at the new casino since they had done so on the other site. Sorry, but you cannot anticipate that. You should have requested self-exclusion again with Bets.io.

We will close this complaint, as it is unfounded, and mark it Resolved.

Thanks for your understanding.