Examplens, Thank you for notifying us. This user is really manipulating pricing which is against the rules of sports betting and we are confident that our risk management tools gave this case the right assessment. Thus, there is no question that he abused our trust.
Our rules (T&C) are straightforward and simple, we will actively enforce them. However, we are unable to share the details of this case, other than those previously disclosed, as in the long term, it could jeopardize our risk management practices and other internal mechanisms and processes. For this reason, as a gesture of goodwill, the user can withdraw his funds, after which his account will be blocked.
at this moment I am not going into all the details of what @lesliegray specifically did and how he cheated the system or not, but maybe you should have it clearly indicated in your TOS so that you can always refer to it and thus avoid additional doubt and explanations. I wouldn't be surprised if, in addition to the ban, he registers again and continues his winning combination.
I just wanted to point out that completely ignoring and not responding to scam accusations is not in the best interest of protecting your brand. Unlocking funds for withdrawal in this case is a good indicator that it was not just withholding money on your part, but it can only encourage some future pressures on you. which brings us back to the justification of my suggestion (and I think I'm not the only one) and this will certainly require more of your activities in similar campaigns.
I guess it's just part of the business.