5bet Casino - Die Auszahlung des Spielers wurde einbehalten.

I was invited to sign up for a 200-free spin bonus with a €15 deposit. I initially deposited €15 USDC, but lost it. With the €200 free spin bonus, I managed to win €400. I tried to withdraw it, but they told me I had to deposit in the same currency I deposited with. So I deposited another €14, this time using a method that allowed me to withdraw in euros, and started playing again. I reached €300, tried to withdraw, but the withdrawal was canceled, and all my funds were stolen, citing the 10.9 rule, which alleges fraudulent use of bonuses.

Before withdrawing, I also performed KYC verification, so it's clear that the bonus use is not fraudulent but real and that the casino simply refuses to pay out winning players.

Invitato ad iscrivermi al sito per un bonus di 200 freespin con un deposito di 15 euro mi iscrivo. Deposito inizialmente 15USDC e li perdo. Con il bonus dei 200 freespin riesco a vincere 400 euro, provo a prelevarli e mi dicono che devo depositare con la stessa valuta con cui ho depositato. Allora deposito altri 14 euro questa volta tramite una modalità con cui potessi poi prelevare in euro, e ricomincio a giocare. Arrivo a 300 euro, provo a prelevare, il prelievo viene annullato e i fondi mi vengono tutti sottratti appigliandosi al 10.9 che parla di utilizzo fraudolento dei bonus.

Prima di prelevare ho effettuato anche la verifica KYC, di conseguenza è evidente che l'utilizzo del bonus non sia fraudolento ma reale e che il casinò si rifiuta semplicemente di pagare i giocatori vincenti.

Important notice:

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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.

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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 managed to withdraw your deposited funds already?
• Could you please specify which documents the casino asked for?
• Have you saved the communication in which support asked you to deposit again?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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

1) No, the funds have been completely removed from my casino wallet

2) The casino required an identity card, facial verification and proof of residence.

3) I'm attaching all the chats

1) No, i fondi sono stati completamente rimossi dal mio portafoglio del casinò

2) Il casinò ha richiesto Identity card, verifica facciale e Certificato di residenza

3) Si allego tutte le chat

This is the last chat instead

Questa invece è l'ultima chat

Thanks for the explanation.

Did the casino close your account, or is your account still accessible? Please let me know.

I can still log in

Posso ancora accedere

Dear Ziocub,

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 Ziocub,

I'm Michal, and I have taken over your complaint. I have reviewed the information provided so far and will contact the casino to obtain further clarification and determine how I may be able to assist.

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

Dear 5bet Casino,

Please provide any information and supporting evidence demonstrating the alleged violations of the Terms and Conditions attributed to the player.

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

Thank you in advance.

Dear Ziocub,

I managed to get in touch with the casino team, and I expect they will provide a response regarding your case soon.

To help me better understand the situation, 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?

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.

Hi, I used my phone (iPhone) to register and also played on my PC (Windows). I don't have any family members with an open account at 5bet or who have ever played at 5bet, nor have I used VPN systems, which I know lead to bans at many casinos.

Ciao, ho usato il telefono (Iphone) per registrarmi e ho giocato anche da PC (Windows). Non ho alcun familiare che ha un conto aperto su 5bet o che abbia mai giocato a 5bet, ne tantomeno ho usato sistemi di VPN che so che portano il ban su molti casino

Dear Ziocub,

Thank you for your response. Could you please clarify how you became aware of the casino’s offer?

For example, do you follow any casino-related forums, streamers, social media channels or chat groups where bonus offers and promotions are shared?

Dear Ziocub,

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.

I learned about the casino through a Telegram channel that promotes casinos with bonuses

Sono venuto a conoscenza del casinò tramite un canale telegram che sponsorizza casinò con bonus

Dear Ziocub,

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 why you deposited only this particular amount?

Are you sure that none of your friends or acquaintances have an account with 5bet Casino?

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