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The casino has voided my winnings made off two separate deposits of 100 Euros each ( I claimed a bonus for each deposit). With the first deposit I completed the wagering requirements, got my balance up to 685 Euros and requested a withdrawal. While my withdrawal was pending I deposited 100 Euros again and claimed the same bonus. I managed to complete those wagering requirments, got my balance up to 930 euros, then submitted a withdrawal request. I received an email from the casino saying I have breached their terms and they have voided my balance and returned one off my 100 Euro deposits. I believe the casino is unjustified in confiscating my winnings.

Dear bim900129,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the links to both of the bonuses you activated and played with? I would also like to know where you found these bonuses—were they available on the casino’s website, a third-party website, or did you receive them through a promotional email?

To clarify, did you use exactly the same bonus twice?

Additionally, could you kindly forward me the email you received from the casino after your winnings were voided? You can send it to me at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you for your cooperation, and I look forward to your response.

Best regards,

Veronika

Casino Guru

Dear bim900129,

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.

Hi, Veronika. I have sent you the details you have requested to the email address you have provided. The bonuses I claimed were advertised on the casino's website. I can confirm that I claimed the same bonus twice, I believe I followed all the rules outlined in their t's&c's.

Thank you for your email.

Could you please specify if you used any VPN or IP-masking software to access the casino website?

Is there any chance that someone from your household or using the same IP address also created an account in this casino?

Have you sent any identity documents to the casino for the KYC verification? Have you made sure that the data you entered into your casino profile matches the information on your official identity documents?

I haven't used a VPN. No one else is using my internet connection, it is private. My account has been fully verified. I can confirm the data in my profile matches the submitted documents.

Thank you very much, bim900129, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of LiveBet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear bim900129, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact LiveBet Casino outside this complaint thread and let you know any new information once I receive it.

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.

Do you think I should bother contacting their regulator/gambling board about this?

Surely they can't just get away with this, they should pay up and be fined or have their license revoked.

Dear bim900129, 

Regrettably, I have not received any communication from the casino at this time. I will keep this complaint open for a few more days, and if I do not receive a response from them, I will proceed to close it as unresolved. You are welcome to reach out to the authority at https://www.gamingcontrolcuracao.org/contact. Please keep us updated on whether you have contacted the authority.

Dear bim900129, 

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Control Curacao – a gaming authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them.

Please let me know if you need help with filling the form (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak