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I wish to file a formal complaint with 5bet regarding the seizure of my account balance and the denial of my withdrawal request.

I made a deposit with real funds into my 5bet account. Subsequently, when I requested a withdrawal of the funds in my account, the request was rejected.

I then contacted 5bet customer support directly for an explanation. During the conversation, an operator identified as Jack told me:

"After reviewing your account, I can confirm that your withdrawal has been rejected and your balance of 0.30935729 LTC confiscated due to T&C 7.3."

Therefore, according to the casino support team, the entire balance of 0.30935729 LTC was confiscated, and the withdrawal was denied.

The main issue is that this balance included money from my real-money deposit. I find it extremely serious that the casino can also confiscate the player's original deposit simply by referring to clause 7.3 of its Terms and Conditions, without providing me with a detailed and convincing explanation of why this clause would also allow them to withhold my deposited funds.

I understand the need to perform account checks or, if there is a dispute regarding bonuses or promotions, the possibility of separately verifying any bonus funds and any winnings directly linked to them. However, the original real money deposit should be separated from any disputed bonuses or winnings.

I asked for assistance to understand what had happened to my funds, but the response I received was simply that the withdrawal had been declined and that the balance had been seized pursuant to the T&Cs.

As proof, I attach a screenshot of the conversation with 5bet support, in which the operator expressly confirms both the refusal of the withdrawal and the confiscation of 0.30935729 LTC.

I therefore ask Casino Guru to intervene so that 5bet:

explain in detail what conduct would have caused clause 7.3 to apply;

provide the exact text of the clause on which the confiscation is based;

provide a clear breakdown of the confiscated balance, distinguishing the original deposit, any bonuses and any winnings;

Please explain specifically why you believe you have the right to confiscate my deposit made with real funds as well;

refund at least the amount corresponding to my original deposit, unless there is a valid and specific justification for withholding it.

I'm not asking for the casino's Terms and Conditions to be ignored. I'm simply asking for a review of whether it's fair and proportionate to apply them in such a way as to also confiscate the player's original real funds.

I believe that such a serious decision should be accompanied by a precise, verifiable justification directly linked to the conditions accepted by the player, and not just a generic reference to a clause.

I therefore kindly ask Casino Guru to look into this matter and contact 5bet to provide a full explanation and, most importantly, to ensure my original deposit is returned unless there are legitimate reasons for its confiscation.

I can provide screenshots of your chat with support, information about your deposit, withdrawal request, and any other documentation needed to verify your case.

Desidero presentare un reclamo formale nei confronti di 5bet in merito alla confisca del saldo presente sul mio conto e al rifiuto della mia richiesta di prelievo.

Ho effettuato un deposito con fondi reali sul mio conto 5bet. Successivamente, quando ho richiesto il prelievo dei fondi presenti sul conto, la richiesta è stata respinta.

Ho quindi contattato direttamente l’assistenza clienti di 5bet per ottenere una spiegazione. Durante la conversazione, un operatore identificato come Jack mi ha comunicato testualmente:

"After reviewing your account, I can confirm that your withdrawal has been rejected and your balance of 0.30935729 LTC confiscated due to T&C 7.3."

Pertanto, secondo quanto dichiarato direttamente dall’assistenza del casinò, l’intero saldo di 0,30935729 LTC è stato confiscato, oltre al rifiuto del prelievo.

Il problema principale è che tale saldo comprendeva denaro proveniente dal mio deposito effettuato con fondi reali. Ritengo estremamente grave che il casinò possa confiscare anche il deposito originale del giocatore semplicemente facendo riferimento alla clausola 7.3 dei propri Termini e Condizioni, senza fornirmi una spiegazione dettagliata e convincente del motivo per cui tale clausola consentirebbe di trattenere anche i miei fondi depositati.

Comprenderei la necessità di effettuare controlli sul conto oppure, qualora esistesse una controversia relativa a bonus o promozioni, la possibilità di verificare separatamente eventuali fondi bonus e le vincite direttamente collegate a essi. Tuttavia, il deposito originale effettuato con denaro reale dovrebbe essere distinto da eventuali bonus o vincite contestate.

Ho chiesto assistenza proprio per comprendere cosa fosse successo ai miei fondi, ma la risposta ricevuta è stata semplicemente che il prelievo era stato rifiutato e che il saldo era stato confiscato in applicazione dei T&C.

Allego come prova lo screenshot della conversazione con l’assistenza di 5bet, nel quale l’operatore conferma espressamente sia il rifiuto del prelievo sia la confisca di 0,30935729 LTC.

Chiedo pertanto l’intervento di Casino Guru affinché 5bet:

spieghi dettagliatamente quale comportamento avrebbe determinato l’applicazione della clausola 7.3;

fornisca il testo esatto della clausola sulla quale basa la confisca;

fornisca una ripartizione chiara del saldo confiscato, distinguendo deposito originale, eventuali bonus ed eventuali vincite;

spieghi specificamente per quale motivo ritenga di avere il diritto di confiscare anche il mio deposito effettuato con fondi reali;

restituisca almeno l’importo corrispondente al mio deposito originale, qualora non esista una valida e specifica giustificazione per trattenerlo.

Non sto chiedendo che vengano ignorati i Termini e Condizioni del casinò. Chiedo semplicemente che venga verificato se sia corretto e proporzionato applicarli in modo tale da confiscare anche i fondi reali originariamente depositati dal giocatore.

Ritengo che una decisione così grave debba essere accompagnata da una motivazione precisa, verificabile e direttamente collegata alle condizioni accettate dal giocatore, e non soltanto da un generico riferimento a una clausola.

Chiedo quindi gentilmente a Casino Guru di esaminare il caso e di contattare 5bet affinché venga fornita una spiegazione completa e, soprattutto, affinché il mio deposito originale venga restituito qualora non vi siano motivazioni legittime per la sua confisca.

Posso fornire screenshot della chat con l’assistenza, informazioni relative al deposito, alla richiesta di prelievo e qualsiasi altra documentazione necessaria alla verifica del caso.

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 this complaint. I'm sorry to hear about the difficulties you're experiencing. To better understand the situation and determine how we may be able to assist you, I would like to ask you a few questions.

• What types of games did you play to accumulate the winnings you were trying to withdraw?
• Did you accumulate these winnings with or without an active bonus?
• Could you please specify which payment method you used to deposit funds into the casino and which payment method you selected for your withdrawal request?
• Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?

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

Best regards,

Veronika

Hi Veronika,

Thanks for your reply. I'll try to explain the situation as clearly as possible.

I had about €24 in my account from winnings from 200 free spins. Separately, I had $13.65 in LTC from a Litecoin deposit, so it was real money I deposited, not bonus funds.

I made the required wagering of $13.65 on Chicken Road and, at the end, had won a total of $13.31.

Subsequently, 5Bet decided to void my free spins winnings. The problem is that, in addition to voiding those winnings, they also confiscated my original deposit of $13.65 in LTC.

This is precisely the main point of my complaint: I can understand the casino contesting or canceling bonus winnings if it believes its terms have been violated, but I don't understand why the money I personally deposited into LTC was also confiscated.

Regarding payment methods, the deposit of $13.65 was made in LTC and the related withdrawal was also requested via LTC.

Finally, I confirm that I have successfully completed the entire KYC verification process.

I remain available to provide screenshots, transaction history, or any other evidence necessary to verify what happened.

Ciao Veronika,

grazie per la risposta. Cerco di spiegare nel modo più chiaro possibile la situazione.

Avevo circa 24 € sul conto provenienti dalle vincite ottenute tramite 200 free spins. Separatamente, avevo 13,65 $ in LTC provenienti direttamente da un mio deposito effettuato in Litecoin, quindi si trattava di denaro reale depositato da me e non di fondi bonus.

Ho effettuato il wagering richiesto dei 13,65 $ su Chicken Road e, al termine, avevo ottenuto complessivamente 13,31 $ di vincite.

Successivamente, 5Bet ha deciso di annullare le vincite provenienti dai free spins. Il problema è che, oltre ad annullare quelle vincite, ha confiscato anche il mio deposito originale di 13,65 $ in LTC.

È proprio questo il punto principale del mio reclamo: posso comprendere che il casinò contesti o annulli delle vincite bonus qualora ritenga che i propri termini siano stati violati, ma non comprendo perché sia stato confiscato anche il denaro che avevo personalmente depositato in LTC.

Per quanto riguarda i metodi di pagamento, il deposito di 13,65 $ è stato effettuato in LTC e anche il relativo prelievo era stato richiesto tramite LTC.

Infine, confermo di aver completato con successo l’intera procedura di verifica KYC.

Resto a disposizione per fornire screenshot, cronologia delle transazioni o qualsiasi altra prova necessaria per verificare quanto accaduto.

Dear GogetaOp

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,

Veronika

Hello GogetaOp,

My name is Michal, and I have taken over the handling of your complaint. I have reviewed the information provided and understand that the central issue is not only the cancellation of the winnings from the free spins but also the alleged confiscation of your separate LTC deposit of $13.65.

I will contact the casino to clarify the circumstances and determine whether I can assist in resolving the matter.

We would now like to invite a representative of 5Bet Casino to participate in this discussion.

Dear 5Bet Casino Team,

Please clarify the specific breach of the Terms and Conditions attributed to the player and provide the relevant supporting evidence.

In particular, please provide clarification on why the player’s LTC deposit of $13.65 was allegedly confiscated together with the winnings generated from the free spins.

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

Thank you in advance for your cooperation.

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 GogetaOp,

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 want my money, that 5bet casino is a scammer, they have to give me my money back

io voglio i miei soldi,quel casinò 5bet sono dei truffatori,devono ridarmi i miei soldi

Dear GogetaOp,

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.

Dear GogetaOp,

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.