Tower.bet Casino - L'account del giocatore è stato chiuso a causa di attività sospette.

I opened an account on July 4th with this casino and played with a pretty decent amount of money. I was depositing, you know, $5,000, $10,000, and withdrawing $5,000, $10,000 back and forth. I ended up going up about 30 grand USD overall. But then all of a sudden, when I wanted to withdraw a bit, like, I think it was like $3,000 Canadian from the balance, they just suddenly decided that they needed to KYC me, which is totally fine. So I submitted the KYC information, and not long after, about 30 minutes later, they sent me an email saying, your account has been linked to a suspicious person, suspicious activity. I asked for further clarification. They said, we can't give further clarification, but your account is banned. So I said, okay, you have the right to ban me. So what about my remaining balance? And they say, since you were up all time, we do not have to refund you, given the circumstances, yet they won't explain any circumstance other than you were associated with a compromised person, whatever that means. They have not given any explanation.

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 problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?
• Which documents did you submit to the casino for verification of your account?
• Which payment methods have you used to deposit funds into this casino?
• Is there any chance that someone from your household or someone using the same IP address has also created an account at this casino?

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

Best regards

Veronika

Since I filed the complaint, I've been in talks with the casino VIP manager that they assigned me, and I was playing blackjack, and I was card counting, which I understand they're allowed to refuse my business once they find this out, or by under any means that they feel necessary. But the issue is that they are now not returning the money I still had in the account, which is not allowed by them. No, nobody else in my household had an account. I was the first ever creator of a Tower Bet account. To answer your other questions, the KYC I submitted was a liveliness check of me with my face, obviously, and the front and back of my driver's license, my Canadian Ontario driver's license. And also, no bonus was used to accumulate my winnings whatsoever. No active wage rate requirement or any of that. I may have collected, you know, some rake back, but that's not, like, a bonus that should affect it whatsoever, since you could withdraw right away. Also, my deposit method was crypto using the Tron network, deposit and withdraw. Again, just to clarify, I will add this attachment at the bottom or connected to this chain. But I was card counting, but I just want them to return the money that I deposited. Even if I was in profit, they are still not allowed to keep the winnings that I obtained through manual card counting. That's final.

Thank you for your clarification.

I would like to ask one additional question regarding your blackjack play. When you mentioned that you were card counting, could you please confirm whether you were doing this manually on your own, or whether you used any software, tools, or other assistance to help with the card counting?

Also, could you please forward me the full communication between you and the casino regarding this matter, including any emails or chat conversations where they informed you about the account closure, suspicious activity, or their decision regarding your remaining balance? You can send it to me at [email protected].

Dear Abeldorm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru