9700€ Win and Account Disabled Without Explanation
I strongly warn anyone to be extremely careful with Aerobet.
I deposited €100 with their 125% welcome bonus and completed all wagering requirements correctly. After finishing the wagering, my balance was around €500 real money and I requested a withdrawal.
They then asked for KYC verification, which I immediately provided (ID, documents, etc.).
While waiting for the verification process for days, I continued playing and my balance reached around €9700 after a big win (8k) on slots.
A few days later my account was suddenly disabled without any explanation and without paying my winnings.
Customer support simply claims that I "violated the terms and conditions", but refuses to specify which rule I supposedly broke.
This is extremely concerning behaviour. I followed the rules, provided KYC, and requested a withdrawal legitimately.
I have already escalated this case to Casino Guru and will also be contacting their regulator.
Players should be very cautious when playing here!
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(Response to Aerobet)
Hello,
Thank you for your response, however your explanation still does not clarify the situation.
You state that my account allegedly breached your Terms & Conditions, yet you refuse to specify which rule was violated. Simply stating that there was a breach without identifying the clause or providing any explanation is not transparency.
I deposited my own money, played normally on your platform, and completed the wagering requirements according to your rules. When I requested a withdrawal, I fully cooperated with the KYC verification process and submitted the requested documents.
After winning, my account was suddenly disabled and my balance confiscated, with no prior warning and no clear explanation.
Plus, you keep ignoring my emails and only reply in platforms like these.
If your decision is legitimate, there should be no issue in clearly stating which specific rule was violated.
As you mentioned ADR, I have already escalated the case through Casino Guru mediation, and I will gladly allow an independent dispute service to review all evidence.
I am confident that a fair and transparent review will clarify this situation.
Tomas Rocha
Reply from Aerobet
Hello Tomas,
We understand it is frustrating when a withdrawal is declined and account is closed, but we must clarify the situation for transparency. As a regulated online casino, we are obligated to strictly enforce our Terms&Conditions policies to maintain a secure, level playing field for all genuine players.
A thorough review of your account identified a clear breach of these terms during your gameplay. As outlined in the conditions agreed upon at registration, violations of our fair play rules result in the voiding of associated winnings and closing of account. We do not take these actions lightly, but they are absolutely necessary to protect the integrity of our platform.
To protect the effectiveness of our security and anti-fraud systems, we do not disclose the specific details or evidence of these compliance reviews directly to players. However, we stand fully behind our findings. We are completely transparent with recognized independent Alternative Dispute Resolution (ADR) services, and we will readily provide them with all comprehensive evidence regarding this breach should a formal dispute be opened.
This decision is final and has been applied in strict accordance with our Terms and Conditions.