Complaint #1 Bets.io Casino

Funds debited by casino

By Ar5h

3 years ago

I deposited today in my bets. io account and started playing. Before this is activated a bonus which was in the wagering pricess. I won 5000 usd and decided to withraw some of it. Received error that my whoke or some funds are locked due to bonus. I canceled the bonus without knowing that all my winninhs will get debited. bets. iocasino debited my funds and left only my deposited balance. Is this legal?. Can they do it? Bonus was 55% of deposit plus free spins and I deposited only 62 dollars and they took all 5000 from my account. I sent email and they simply replied that upon cancelation of bonus (which was 55% of 62 and 25 free spins) all the winnings will be debited and thats it. I have a video of whole event as I was recording it.

Disputed Casino Bets.io Casino

Reason Other

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team consider this case resolved and closed.

The AskGamblers Complaint Team would also like to use this opportunity and to strongly encourage the casino management to consider possible amendments of the aforementioned Bonus Term/s towards more clarity and avoidance of similar misunderstandings in the future.

We thank both parties for their assistance during the complaint process.

Ar5h

3 years ago

Dear askgamblers. com team and Bets. io casino

i been talking with support in the mail as well and saw betis. io response to my complain.

there are any published terms and conditions about bonus cancelation and or debiting my whole account for it?. or its the policy of casino that this is to be done in these cases?. i asked before is this legal or not.

anyways after having conversations in the mail with casino support which kept telling me it cannot be refunded as i canceled bonus, i have decided to close my account with them. in future i will face this issue again i never had any issue like this with so many casinos i played on.

thankyou askgamblers for your efforts i just cant bear this that i breached their laws or something i always was and am responsible to my acts. please close this complain as well.

there is no settelment from casino i just dont want to play here anymore. and dont want to damage anyone.'s reputation.

thanks and regards

Ar5h

3 years ago

this email i received from support in which i was provided with the concequences of canceling bonus and loosing funds.

We are very sorry, but the bonus funds which were canceled cannot be returned.

These are the consequences of bonus cancellation:

1. if the player has an amount in the balance less than the amount of the initial deposit, then the balance will be zero;
2. if the amount in the balance is less than the total amount of the deposit and the initial bonus, only the initial bonus will be canceled;
3. if the amount on the balance sheet is greater than the total amount of the deposit and the initial bonus, only the funds from the deposit will remain.

i need to know is this legal policy of every casino is it in the terms and conditions?. even if it is why no customer is been notified upon cancelation of bonus?

or customers are notified only when they loose so they dont have any money which casino can debit

and the money which casino can take the winnings of players, are not notified as casino wants them to make some mistake and confisticate the funds? and after on providing them with details that its our terms nothing can be done coz you canceled the bonus.

Ar5h

3 years ago

dear bets. io and askgamblers.

i made a mistake by canceling bonus as i did not knew all my funds will be lost as said by bets. io. is this in bonus terms that all my winnings no matter what will be debited? in play was my deposit and bonus, i deposited 66 and started playing with 103 or 107 (as i am not quite sure of total amount i started with) i had max win in my first play session with a bonus purchase of 100 usd this 100 includes my deposit as well. in excitement i tried to withdraw some of it not all of just to check as it was my first withdraw on bets. io. nothing was in bad intention or so. i did not knew if canceled this bonus all the winnings will gone. it can be a mistake of canceling bonus from my side but being the operator why i was not been told or notified that your winnings will be lost?. i liked the casino, played even after this imcident, deposited and withrawls made, with the hope that i will get that first win back as well.

Bets.io Casino Complaint Stats

Resolved 22 / 22

Avg. Amount $9,055

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Bets.io Casino Complaints

See all complaints for this casino

Gold Wheel stopped on 3 BTC Software manipulation proven by video 20 USDT credited instead VIP player

On May 26, 2026 , I spun the Gold Wheel promotion on Bets.io. The wheel clearly and visibly stopped on the 3 BTC prize (approximately 200,000 USD).
I have a full video recording (filename: Screenrecorder-2026-05-26) proving this beyond any doubt, as well as screenshots showing the wheel stopped on the 3 BTC sector with the arrow pointing directly at it, followed immediately by the system displaying a prize of only 20 USDT instead.

My VIP manager Andrew ([[email protected]](mailto:[email protected])) acknowledged receiving my video but claimed the wheel had not completed its animation. This is directly and visually contradicted by my video and screenshots, which clearly show the wheel fully stopped on 3 BTC.

I am a loyal daily VIP player with over 10,000 USD in deposits over the past year. Despite providing undeniable video proof of a clear software manipulation, Bets.io refuses to honor the legitimate winning and has provided no technical server-side evidence to support their claim.

Their responses have been contradictory and evasive — in one email mentioning withdrawal queues unrelated to this dispute, and in another claiming I would have received a notification if I had won, while my video clearly proves that the wheel stopped on 3 BTC.

I am requesting a full refund of all my deposits made on this casino platform. I have exhausted all direct communication channels with the operator without resolution.

Please find attached the email correspondence and screenshots. Unfortunately, the MP4 video file is too large to attach here, but I can send it directly to you via email if needed. The video is very clear and clearly shows the scam and the wheel stopping on 3 BTC.

Thank you in advance for your assistance, and I look forward to your response.

Kind regards,

64h left

€195,000

Delayed withdrawal without any reason

Hello,

my last withdrawal of 683 USDT has not been approved and paid out after almost 4 days.
In the meantime I was requested to send documents for verification which I did.
Before I was always able to withdraw without any issues, but this time this was not the case.

I contacted the customer support and an responsible manager several times and was told the verification was passed and the withdrawal will be processed soon. Though it seems they just stall.

I am requesting a payout asap.

Resolved

$683

Unacceptable Delays During Withdrawal Process

Withdrawal Issues

I requested a withdrawal, and even after the 24‑hour timeframe, nothing was processed.
The withdrawal was rejected twice, each time with a different explanation:

- First, they claimed I hadn’t wagered an amount related to a previous deposit issue — even though my balance was already well above that amount.

- Then they rejected it again, saying there is a 2,000 USD daily withdrawal limit, something they never mentioned earlier.

Despite following all instructions correctly, my withdrawal is still pending, and no one can provide a clear timeframe. Access to the finance team is impossible.

Unresolved Deposit Problem (500+ USD Missing)

In early March, I accidentally deposited using the wrong network.
To return my own funds, Bets.io demanded a 150 EUR fee, which I paid on March 11.

Since then:
- The transaction is still pending
- No updates have been provided
- More than 500 USD of my money is still missing

This issue has been open for weeks with zero progress.
VIP Status With No Real Benefit

At some point they upgraded me to VIP, but nothing changed:
- No faster processing
- No priority support
- No access to finance
- No improvement in communication

The VIP label feels meaningless when the core issues remain unresolved.

Current Situation

At this moment, I am facing two major problems:
- My withdrawal has still not been processed
- My 500+ USD deposit (wrong network) is still unresolved, even after paying the required fee

Based on my experience so far, the platform’s handling of withdrawals, deposits, and communication is highly concerning.

Resolved

$2,500

Delayed Withdrawal No Reason Given

It has been almost 48 hours since I submitted my withdrawal. I thought this casino was fast at withdrawals but they can't even payout $90. All they send me are automated messages that their team is working and doing their best. People shouldn't trust them with big amounts as they can't payout such a small amount.

Resolved

$90

My account was blocked and my balance was cancelled

Hello, I topped up my account, started playing, placed one bet, and confirmed my email. After a while, I received a message saying a new address had been detected and they were trying to withdraw my money. Luckily, you have to confirm the action via email to withdraw money. I changed my password and continued playing. When I tried to withdraw money, I was asked to go through verification. I sent photos and was assigned a call with a verification representative. I called and answered all the questions. Today, I received an email saying my account was closed and all funds were forfeited.I can provide all the evidence that this is my only account. I'm sure they concluded that mine was not the only one because I was hacked. But I even wrote to their support that I was hacked when I couldn't add Google Authenticator. You can check this.I'm incredibly angry. This is my only account, and it just looks like a scam. You can just check that all transactions except for the first withdrawal, which was when I was hacked and wrote to you about it, were made from my IP address, because I have a static IP address.Provide me with proof that this isn't my only account. This is simply absurd. They simply stole my money.

Resolved

Delayed withdrawal without any information

Hello,

I have previously made withdrawals successfully from my account.

Currently, I have requested two withdrawals of USD 2,000 each. One has been pending for 36 hours, and the other for 24 hours.

I have only been advised to wait, but I would like to kindly ask if you could provide an update on the status of these withdrawals and an estimated processing time a and if possible, to be processed asap.

My email is <removed>

Thank you for your assistance.

Resolved

$4,000

Delayed withdraw for a total of 40000 USDC

Hello Askgamblers Support,

I wish to file a formal complaint against Bets.io concerning a severely delayed withdrawal of 40,000 USDC that remains unpaid after more than 48 hours.

I am a long-standing VIP member of Bets.io with a flawless history of multiple high-value deposits and withdrawals—all of which were previously processed and confirmed within 30 minutes.
On July 14, 2025, I submitted a withdrawal request for 5,000 USDC and on July 15 2025 another one for 5,000 USDCD . Although my VIP manager repeatedly assured me the transaction was “processing,” I have not received any funds in my wallet, nor any verifiable proof (transaction ID, blockchain hash, or similar confirmation).

I have not violated any terms of service, have not used any bonus funds, and am playing from an eligible region. My daily withdrawal limit was even raised to 5,000 USDC to facilitate this payout, yet the full amount remains inaccessible.

Please assist in resolving this issue immediately. I am prepared to provide screenshots of the withdrawal request, chat logs with support, and any other documentation you require.

Thank you for your prompt attention and transparency.

Sincerely,

Resolved

$40,000

Withdrawal delay and poor communication from Bets.io

Dear AskGamblers Support Team,

My name is <removed>, and I am reaching out to you to file a formal complaint against the online casino Bets.io regarding an unresolved withdrawal issue and a lack of proper support from their team, despite my status as a VIP user.

On July 3rd, 2025, I submitted a withdrawal request of 1,000 USDT, after previously having a successful withdrawal of 10,000 USDT earlier this year. However, my recent withdrawal has been delayed for several days without any clear explanation. The casino staff repeatedly tells me that the request is “under additional review” due to internal procedures and high volume, but no concrete information or resolution timeframe is provided.

Despite reaching out through their live chat multiple times and speaking with different agents and my assigned VIP manager, Joe ([email protected]), I have only received vague responses and apologies. I’ve been told to “wait patiently,” and that they are “trying to speed it up,” but the issue has not progressed.

As a loyal and verified player, I find this unacceptable. I have followed all rules, and there has been no accusation of any terms violation or fraudulent behavior on my end. I feel that my rights as a customer are being ignored, and I am now concerned about the security of my funds.

I am kindly requesting AskGamblers' intervention in this matter. Please help me obtain a clear and fair resolution. All I want is for my rightful winnings to be processed and paid without further unnecessary delays.

I can provide chat transcripts and additional evidence upon request.

Thank you for your attention and support.

Resolved

$10,000

Delayed Withdrawals and Lack of Transparency on Bets io Request for Resolution and Reassurance needed

Dear AskGamblers Team and Bets.io Support,

I am writing this complaint as a recent user of Bets.io, a platform I chose based on positive ratings as well as positive reviews on AskGamblers.

After joining, I deposited a total of over 8,500 USDT and have had a generally smooth gaming experience. However, I am currently facing serious concerns regarding the withdrawal process that I hope can be addressed promptly and professionally.

Account Summary

Total Deposits: Over 8,500 USDT

Current Balance: 40,012 USDT

2 Pending Withdrawals: 1,300 USDT + 700 USDT (both pending for over 4 days now) (so total of 42,012 USDT)

Issues Experienced

1. Delayed Withdrawals

While deposits are credited instantly, my recent withdrawal requests have been pending for multiple (over 4) days. Despite repeated follow-ups, I have received only general responses such as “the finance team is busy” or “delays are due to online events.” No specific or consistent explanation has been provided.

2. Lack of Transparency

Both the customer support team and my VIP manager have been unable to give a clear timeline or reason for the delays. Explanations remain vague, leaving me uncertain about when or whether my funds will be processed.

3. Changing and Unclear Withdrawal Limits

I was informed of a 2,000 USDT daily, 5,000 USDT weekly, and 20,000 USDT monthly withdrawal limit ( which are limits that differ from those listed on Askgamblers)

Moreover, I was told these limits could be raised based on my activity level. In response, I increased my activity significantly. However, I have not received any update or confirmation since then.

Note on VIP Manager

I would like to clarify that my VIP manager has been professional, polite, and responsive throughout. However, despite his efforts, he has not been able to provide any actionable resolution or facilitate the processing of my withdrawal. I understand this may be due to internal processes beyond his control.

Request for Resolution

I respectfully request the following:

Clear Timeline: A specific and realistic timeline for when my current and future withdrawals will be processed.

Withdrawal Plan: A detailed plan outlining how I can successfully withdraw my balance, including any conditions or limits.

Transparency: Full disclosure of any security reviews, verification steps, or internal policies affecting withdrawals.

Equal Treatment: I expect withdrawals to be processed with the same speed and reliability as deposits, without added pressure to continue gambling.

Reassurance for Future Deposits: As someone who deposited a significant amount, I need confidence that future winnings—large or small—will be processed fairly and within a reasonable timeframe. I would also need to know that when I deposit large amounts, that I would be able to withdraw any amount I want from my balance.

I remain hopeful that this issue can be resolved amicably and promptly. I genuinely enjoy the platform and would prefer to continue playing on Bets.io, provided I can trust that winnings will be paid out transparently and reliably.

Thank you for your attention and support.

I am happy to present any other documents if needed

Rejected

$17,100

Casino stopped processing withdrawals

Bets.io keeps my withdrawals pending and doesn't take any action to process them.

The customer support doesn't send any updates on the progress.

Normally the withdrawals were processed within a couple of days maximum.

Disputed withdrawals:

05/12/2024 08:38 - 24.00 LTC

05/12/2024 08:43 - 436.744 USDT

05/12/2024 08:43 - 913.31774 TRX

Resolved