What Happened
A player says Bets.io asked for a long list of KYC documents after a withdrawal request, including several selfies, a passport and bank details. According to Casino.guru's summary, the player sent everything, and the casino then closed the account and kept $15,385. The casino emailed the player its reasons; that email is not public. Most of the player's posts are private.
How It Developed
- Complaint opened; the early messages are private. The player briefly marked the case resolved, then had it reopened.
- The player said this was a delay followed by an account closure, and shared screenshots of the casino's document requests.
- The resolver asked Bets.io to explain the delay. The player forwarded the casino's email about keeping the funds, and the mediator reviewed it.
- Bets.io did not respond, even after the deadline was extended.
- 2026-05-06The complaint was closed as unresolved. The mediator suggested complaining to the Anjouan gaming regulator through the licence badge on the casino's site.
Unresolved
Bets.io never answered the mediator. The player says the casino closed the account and kept $15,385.
What Has (and Hasn't) Helped
Nothing moved the casino. Since Bets.io didn't answer the mediator, the route left is its licensing body in Anjouan, as the mediator advised. Keep the casino's email explaining the closure; it is the key evidence.