WillBet Casino - Spillerens konto er lukket, og pengene er konfiskeret.

Hi, in June I had a problem with this casino which - shortly after I deposited a total of 0.031 ETH (so about €80) - arbitrarily decided to deactivate my account without providing any explanation.

I didn't even have time to play; I was logged out 5 minutes after depositing. I tried logging back in and got this error:

I've been asking for information for a month both via email (which they never bothered to reply to) and via live chat, but they simply said that I had violated their rules and that they intend to confiscate my money.

I'm truly speechless, it was the first time I used this casino and I really can't explain the reason for this block.

I hope you can help me get my money back.

Salve, io a Giugno ho avuto un problema con questo casino che - poco dopo aver depositato in totale 0.031 ETH (quindi circa 80€) - ha deciso arbitrariamente di disattivare il mio conto senza dare spiegazioni.

Non ho fatto in tempo nemmeno a giocare, sono stato sloggato 5 minuti dopo il deposito. Provo a riloggare e ricevo questo errore:

Ho chiesto info per un mese sia via email (a cui non si sono mai degnati di rispondere) che in chat live, ma si sono limitati a dire che ho violato le loro regole e che intendono confiscare i miei soldi.

Sono veramente senza parole, era la prima volta che usavo questo casino e non mi spiego veramente il motivo di questo blocco.

Spero che voi possiate aiutarmi a recuperare i miei soldi.

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 WillBet Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand that there was no gaming activity on your account before your account was blocked?
• 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

HI,

• I made 2 deposits of 0.016 ETH and 0.015 ETH (so about 80 euros) and after a few minutes my account was blocked, I didn't even have the chance to play on their casino;
• That's right, there was no activity at the casino before it was blocked, only deposits. That's the most absurd thing;
• In live chat (which I unfortunately don't have the transcripts of), they simply said that I had violated their rules (it's unclear which ones, since all I did was register and deposit, and I've never had an account on their site before) and therefore they had decided to block my account and confiscate the funds. I also contacted them via email on August 22nd asking for my money back, after which they were free to close my account, but I received no response.

We are talking about an email sent in August to their support address support@willbet.com So since they're not giving me any feedback, I have no choice but to turn to you, hoping you can make sense of this mess.

Thank you.

Ciao,

• ho fatto 2 depositi da 0.016 ETH e 0.015 ETH (quindi circa 80 euro) e dopo qualche minuto il mio conto è stato bloccato, non ho nemmeno avuto occasione di giocare sul loro casino;
• proprio così, non c'è stata alcuna attività sul casinò prima di essere bloccato, solo i depositi. Quella è la cosa più assurda;
• in chat live (di cui non ho le trascrizioni purtroppo) si sono limitati a dire che ho violato le loro regole (non si capisce quali dato che tutto ciò che ho fatto è stato iscrivermi e depositare, e non ho mai avuto un conto sul loro sito prima d'ora) e quindi avevano deciso di bloccare il mio conto e confiscare i fondi. Li ho contattati anche via email il 22 Agosto chiedendo di riavere i miei soldi e dopodiché erano liberi di chiudere il mio conto, ma non ho ricevuto risposta:

Parliamo di un'email inviata ad agosto al loro indirizzo di assistenza support@willbet.com quindi dato che non mi danno riscontro non mi resta che rivolgermi a voi sperando che possiate fare ragionare questo casino.

Grazie.

Dear Spaffle

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, Igor (igor.p@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

Dear Spaffle,

I am so sorry to hear about your problem with the WillBet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a WillBet Casino representative to join this conversation and participate in resolving this complaint.

Dear WillBet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Hi shaffle, Sorry for late reply. Please give me a moment to check on this

hi igor, please check you email. We already send you a feedback. Thank you

Dear WillBet Casino,

Thank you for your email.

Dear Spaffle,

In the email I received, the casino proposed the following next step:

To return the deposit amount, the player will need to create a new account on WillBet.io and submit a withdrawal request there. Once the withdrawal is submitted, we can proceed with returning the deposit.

Please let us know once this is done.

Hi Spaffle, Please contact out customer service. We already Change the Country code to Italy. For next step please contact our customer service.

Dear Spaffle,

According to the casino, your phone number prefix has now been updated.

As a next step, please contact their support team as requested.

Let us know once you have any news.

So, the area code was updated to +39, I was credited with the balance and told I needed to replay it. I replayed it all and now I'd like to withdraw. I've already uploaded the document and it's been confirmed, but when I go to "withdrawal," it tells me to verify my phone number. However, even though the area code has been updated to +39, I can't enter my Italian phone number because it has 10 characters and the site only allows 9 characters. I've attached a screenshot below.

Live chat isn't helping me with this.

I'm also attaching a screenshot of my withdrawable balance after replaying.

Allora, il prefisso è stato aggiornato a +39, mi è stato accreditato il saldo e mi è stato detto che andava rigiocato, l'ho rigiocato tutto e ora vorrei prelevare, ho già caricato il documento ed è stato confermato, però andando su "withdrawal" mi dice di verificare il numero di telefono, solo che nonostante il prefisso sia stato aggiornato a +39 non posso mettere il mio numero di telefono italiano in quanto contiene 10 caratteri e il sito consente di scrivere solo 9 caratteri. Allego screenshot a seguire.

La live chat non mi sta aiutando su questa cosa.

Allego pure screenshot del mio saldo prelevabile a seguito del rigioco.

Dear WillBet Casino,

Could you please assist the player with the issue they are currently facing?

Hi Spaffle,

Your phone number has been manually verified already. Please proceed with withdrawals

Dear Spaffle,

Your telephone number should now be verified.

According to the casino’s message, you can proceed with your withdrawals.

Ok I confirm that the phone number has been verified, but I don't have any of the banks in the list since they are almost all Australian.

So what withdrawal method can I choose? Can I enter my bank details with IBAN without selecting a bank, or can I withdraw with crypto (which is how I initially deposited) or Skrill?

Ok confermo che il numero di telefono è stato verificato, però non ho nessuna della banche nella lista dato che sono quasi tutte australiane.

Quindi che metodo di prelievo posso scegliere? Posso inserire i miei dati bancari con IBAN senza selezionare la banca o in alternativa prelevare in crypto (che è il metodo con cui avevo depositato inizialmente) oppure skrill?

Dear WillBet Casino,

Could you please help and advise the player on how to proceed with this issue?

Thank you for your message.

Please note that our casino is designated exclusively for Australian players. Users from other countries are not permitted to register on our website. During registration, all players are required to verify their account through an Australian mobile number using OTP (one-time password) verification.

If an account is created from a non-eligible country, it constitutes a violation of our Terms and Conditions, and the account may therefore be deactivated. In such cases, the account cannot be registered, and deposits will not be possible on our website.

If you need further explanation or assistance, please feel free to contact us directly at support@willbet.com

. We will be happy to help.

-Willbet support Team

Willbet Casino, when I first signed up on your site, which was still called willbet.ai, there were no restrictions on customers from countries other than Australia. Italy was among the permitted countries, and in fact, you let me deposit in cryptocurrency without any problems (there were also many other payment methods available in various countries).

All I ask is to be able to withdraw my funds, and you yourselves advised me to do this whole procedure. I even replayed them on the slots, so I kindly ask you to let me withdraw my funds and put this matter to rest. After I receive the withdrawal, you are completely free to close my account.

Willbet Casino, quando io mi sono iscritto inizialmente sul vostro sito che si chiamava ancora willbet.ai non c'era alcuna restrizione verso i clienti di paesi diversi dall'Australia, l'Italia era tra i paesi consentiti e infatti mi avete fatto depositare senza alcun problema in crypto (c'erano anche tanti altri metodi di pagamento disponibili in vari paesi).

Tutto ciò che chiedo è di poter prelevare i miei fondi e voi stessi mi avete consigliato di fare tutta questa procedura, li ho pure rigiocati sulle slot, quindi vi chiedo gentilmente di lasciarmi prelevare i miei fondi e chiudere questa storia, dopo che avrò ricevuto il prelievo siete liberissimi di chiudere il mio account.

Dear WillBet Casino,

Could you please clarify a few things? Feel free to add any additional information.

If your casino is only for Australian players, how is it possible that the player was able to register with an Italian number?

And why was the player instructed to go through this process of creating a new account, when in the end he still can’t withdraw his money?

Hi Igor,

Thank you for your message. We’re happy to clarify the situation.

1. Why Registration Was Possible With an Italian Number

• The player was able to register because WillBet.ai allows users from different regions to create an account for support and system access.
• However, since we now focus exclusively on Australian players, we have upgraded our platform to WillBet.io. To ensure the player can safely return his balance to his wallet, we allowed them to register on the new site.

2. Why the Player Was Asked to Create a New Account

The player was instructed to create a new account on WillBet.io solely to process their withdrawal. He needs to create an account on WillBet.io and successfully pass the Proof of Account Ownership (KYC) verification.

This ensures:

• accurate personal information,
• eligibility for the supported withdrawal options.

3. How the Player Can Withdraw Funds

Withdrawal Process for Visa/Mastercard:

A. Binding Your Card

• Visa/Master_F and Visa/Master_T are enabled and active.
• Users must first bind their Visa or Mastercard details in the Bank Account section before using this method.

Notes:

• Most users have not yet linked their bank card, so automatic withdrawals are not required; withdrawals should be processed manually.
• The Account Number field must contain the card number, not the bank account number.
• The user's account email, card number, name, and mobile number must match exactly with the bank card registration information. Any mismatch in these four areas may cause the withdrawal to fail.

B. Processing the Withdrawal

• After binding the card, users can proceed to the withdrawal page and select the bank account linked to the Visa/Mastercard and submit Card payout request

Note!! For Binding Visa/Mastercard, the Bank Name section users can randomly select any Bank name, only Bank Name could be randomly selected because our Card Payment providers does not need this detail for payment processing

• Only after this step will the withdrawal be eligible for Visa/Mastercard processing.

Okay, before clicking a bank, it only asks for your account number, but selecting a bank from the list is mandatory, otherwise it won't let you proceed. So I selected a random bank from the list as you suggested and entered my card number in the Account Number field, but there are two other fields to fill out (BSB Number and Pay ID) that I don't know what they are and that I don't think are necessary for card withdrawals.

But if I try to omit those 2 fields, it gives me an error:

Ok, prima di cliccare una banca chiede solo l'account number, ma selezionare una banca dalla lista è obbligatorio, altrimenti non fa andare avanti. Quindi ho selezionato una banca a caso dalla lista come suggerito da voi e ho inserito il numero della mia carta su Account Number, però ci sono altri 2 campi da riempire (BSB Number e Pay ID) che non so cosa siano e che per prelevare con carta penso che non servano.

Però se provo a omettere quei 2 campi, mi da errore:

Hi Spaffle,

Thanks for the update! Since some of the bank options require extra fields like BSB and PayID, here’s what you can do:

There are several alternative bank options that only require your Full Name and Account Number (Card Number) for example, MeGo Bank.

But if you’re not in Australia and you choose a bank option that asks for BSB and PayID, just follow this:

• BSB Number: Enter any random 6-digit number (format xxxxxx), for example: 755422
• PayID: You can enter your accurate email address or mobile number

These fields are only needed to bypass the system requirements and won’t affect your withdrawal since Visa/Mastercard withdrawals don’t use BSB or PayID.

If you need help, just let me know anytime!

Dear Spaffle,

The casino provided additional alternative ways for you to withdraw your money.

Please let us know when you do so and whether it worked. Thank you.

Ok, thanks Willbet Casino. I requested a withdrawal using MeGo Bank as suggested, entering my card number and full name. I'm waiting for the withdrawal to be approved.

Ok grazie Willbet Casino, ho richiesto il prelievo con il metodo MeGo Bank come suggerito inserendo il numero di carta e il mio nome completo. Attendo l'approvazione del prelievo.

Dear WillBet Casino,

Please reply when there is any update regarding this complaint.

I finally received my withdrawal.

Thank you Willbet for finally paying me after months and especially thanks to Igor and the Casino Guru team for helping me.

Finalmente ho ricevuto il mio prelievo.

Grazie Willbet per avermi finalmente pagato dopo mesi e grazie soprattutto a Igor e al team di Casino Guru per avermi aiutato.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor