5bet Casino - Die Auszahlung des Spielers wurde einbehalten.

Hi, the casino in question, 5bet, cancelled my withdrawal after the 24 hours they say it takes to send the money. The money I had won on my account came from free spins after depositing the minimum required, $15. I also wagered the deposit as they asked and completed the KYC (approved). I deposited in LTC crypto and requested a withdrawal in LTC. After they cancelled my withdrawal, they not only took my winnings but also a good portion of my deposit.

Salve, il casino' in questione 5bet mi ha annullato il prelievo dopo le 24 ore che loro dicono di rispettare per inviare i soldi. I soldi che avevo vinto sul conto erano stati tramite i freespin dopo aver depositato il minimo che chiedono loro cioe' 15usd. Ho wagerato pure il deposito come loro mi hanno chiesto ed ho fatto pure il KYC (approvato). Ho depositato in LTC crypto ed ho fatto richiesta di prelievo sempre in LTC. Dopo che mi hanno annullato il prelievo non solo si sono presi i soldi vinti ma anche buona parte del mio deposito .

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 very much for submitting your complaint. I’m sorry to hear about your negative experience with 5bet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you already withdrawn the deposit amount from the casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Any further evidence can be shared with me via email at tomas@casino.guru or posted here.

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

Best regards,

Tomas

-I didn't withdraw

-No one but me has signed up to this casino.

-Non ho prelevato

-Nessuno oltre a me ha fatto l iscrizione a questo casino'

Hello gabbo98,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Perfect, I'm waiting for news. I wanted to change my previous answer because I had misread the first question: yes, I tried to withdraw the full amount which includes the winnings that the deposit wagered as requested by the casino but in the end they cancelled the withdrawal.

Perfetto aspetto notizie.Volevo modificare la mia risposta di prima in quanto avevo letto male la prima domanda : è sì ho provato a prelevare l importo intero che comprende le vincite che il deposito wagerato come richiesto dal casinò ma alla fine mi hanno annullato il prelievo

Dear gabbo98,

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,

Tomas

Hello gabbo98,

I'm Michal, and I will be handling your complaint from this point forward. I have reviewed the information provided so far and will contact the casino to gain further insight into the situation and determine how I may be able to assist.

I would now like to invite the 5bet Casino team to join the discussion.

Dear 5bet Casino Team,

Kindly provide any information and supporting evidence demonstrating the alleged violations of the Terms and Conditions committed by the player.

You may send all relevant materials directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.

Dear gabbo98,

I have managed to contact the casino team. They informed me that they had identified an unusually high number of players from Italy who registered within a similar timeframe and claimed the same promotion.

While this alone would not, in our view, constitute a breach of the casino's rules, the additional information provided by the casino offers some grounds for its concerns and subsequent action.

However, several points still require clarification before I can reach a fair and informed conclusion. I am continuing to discuss these matters with the casino team and will update you once I receive further information.

In the meantime, could you please clarify whether any of your family members, friends, or acquaintances hold an account with 5bet Casino?

If so, have you played at the casino around the same time as them — for example, during a shared visit? Have you used a VPN program or application when accessing or playing at the casino?

Why have you deposited only this particular amount?

Could you also confirm which devices you have used to register and play at 5bet Casino?

I would appreciate your cooperation in providing this information in as much detail as possible.