RESOLVED: 2up.io Refusing to pay a bet

What happened::
Hello. On saturday i made my first deposit at 2up.io. One of the many bets i placed that morning, was not paid.
I contacted support immediatly asking what was going on, and the support said he saw the bet on the system, and that they would pay it for sure. He guaranteed the bet would be paid and that it was just an issue. Fast forward to today, more than 48 hours later, i have been told they would not be paying the winnings, and have refunded me the initial bet value.

Amount Scammed: 0,007084BTC (Currently 583€)

Payment Method: Bitcoin

Proof of Payment: https://gyazo.com/d54c622297b3a7df613c4b1e6956e5df
https://blockstream.info/tx/808bab12a2b33ef7d7cdff20d50874b49e70a68093fba8beaf86cb53f8d43672

PM/Chat Logs: The chat is in portuguese. https://gyazo.com/00ba018214d978fb69bd702ab54fe031
Translation: "This is only a display error in the system, and we are currently working to fix it. Your bet will be settled correctly as soon as the match ends. We apologize for the inconvenience.
If your bet wins but the winnings are not credited to your account, please contact us again so we can assist you."

https://gyazo.com/2ca28566635af801faa665894c216bd6 "Sorry for the confusion — what we mean is that your bet was settled as a win, however, the winnings have not yet been credited to your account. This is due to a system error, and we are currently checking and fixing the issue."

https://gyazo.com/9a61d6d9677fee5b7cc1f64696db0d9b "Thank you for waiting. We can confirm that your bet was settled as a win. Our technical team is currently reviewing the issue, so please check back later for updates. We sincerely apologize for the incident and for any inconvenience this may have caused."

https://gyazo.com/2b3b26423451f449c799ca04ed763356 "I understand that experiencing an issue and having to wait for a long time can be very frustrating. But please don’t worry, you can trust that the responsible department is working on it. We kindly ask for your patience."

https://gyazo.com/3d32f1927ffc2c9c5f35809702833ebd "Thank you for the information. Your bet has indeed been confirmed by our system and will be settled accordingly when the match ends. Our technical team is analyzing this matter. Rest assured that your bet will be settled fairly and correctly."

Today, they said this : https://gyazo.com/12f43eb1fef17f8fef8df206486600d6
"Thank you for your patience. We have just received the latest update from our technical team regarding your bet.
Our team confirmed that your bet was successfully recorded on our side; however, the game provider did not register this bet in their system. Due to this discrepancy, the provider rejected the payout and did not return the winnings for this bet.

Since the provider officially refused to acknowledge the result, we can only refund your original stake back to your account. Unfortunately, we are unable to credit any winnings from this bet.

We sincerely apologize for this incident. As the provider refused to consider the bet as a win, we are required to follow their official decision.
We appreciate your understanding and apologize for any inconvenience caused."

Additional Notes:
This is the bet in question: https://gyazo.com/da1a7c9bc17e4a5aeab7d9f74d9b4bbb. As you can see, the bet is registered and settled on the site. However i have not been paid. Now, to convice you all i am telling the truth i will be sharing my entire betting history since saturday, and if you do the math from my initial deposit to my current balance, you will see that they have indeed not paid the bet.
https://gyazo.com/cd4ce0326d665bf511d433e8b69c764d
https://gyazo.com/45fe0b4abbc0509f5b9f1c12e8e3c606

Current balance: https://gyazo.com/2fa1d878a0295408847bfeac6a9cc84b

Now if you do the math correctly, excluding the match they didn't pay(first screenshot, third game from the bottom parivision vs og odd 4.08) you will notice i am missing around 583€.

I think this is unnacceptable. It isn't my fault that there was an issue with the provider or whatever. And i shouldn't be the one penalized for someone else's mistake.

Hi Roberto José,

Thank you for sharing all the details and screenshots. Please send us your casino username via private message so we can contact the casino rep and request clarification about the situation.

Based on the information and screenshots you provided, the casino clearly confirmed several times that your bet was valid and settled as a win. However, according to their Terms and Conditions:

2.3.2. We reserve the right to declare any bet or transaction void partially or in full if we, at our own discretion, would deem it obvious that any of the following circumstances have occurred:

-  due to an error, such as a mistake, misprint, technical error, human error, force majeure or otherwise, bets have been offered, placed and or accepted due to this error.

We will wait for the official response from the casino rep once you provide your casino username.

I have sent you a PM with the information requested.

Hi Roberto José,

Thank you for sending us your casino username. Your complaint, along with all the details you provided and the casino credits, has been forwarded to the casino rep.

As soon as we have an update, we will let you know here in this thread.

Dear T1HGO,

I hope you’re doing well. I’m a senior member of the trading team at 2UP.io, and I’ve personally reviewed your case in detail. After verifying the records with our technical team, I can confirm that your stake was indeed refunded — twice — following our investigation.

The first refund was processed automatically on 2025-11-15 17:33:19, and the second was issued manually on 2025-11-16 23:30:48 this was a human error on our part as it was only meant to be returned once. This resulted in a $219.38 USD risk-free profit from a bet that had not been registered on our side.

In situations where a bet is not properly registered, the industry standard — which we follow — is to refund the stake to avoid any confusion or disputes. I understand you’re quite familiar with betting operations, so I trust this explanation provides some clarity.

I also noticed that you continued to place an additional 20 bets afterwards, which suggests that you were comfortable resuming play once the issue had been resolved. We truly value players like you and, in fact, were in the process of considering you for our VIP program.

I genuinely wish this matter had been brought directly to our Customer Support or Sportsbook department, where it could have been resolved more quickly and privately. Please know that we’re always ready to assist — and you can request to be connected directly to the sportsbook team if needed.

Due to GDPR and data protection requirements, I’m unable to go into further detail publicly, as safeguarding both our players’ and platform’s information is of utmost importance to us.

Thank you for your understanding, and I wish you the very best of luck with your Dota bets and future winnings.

Warm regards,

The Trading Team

2UP.io

As i provided on my initial post, i have posted my entire betting history and challenged people, to do the maths, and see if the balance checks out or not. I just did it myself. You claim the refunds were given at 15th and 16th. All of my screenshots taken of betting history and current balance were taken on 17th of november 3pm local time. By then according to your information, both refunds would have been handed by the time i took all the screenshots.

Now into the math of it. For anyone interested if you want to check it for yourself i will now tell you how to do the math if you're interested.

1. The starting point is the deposit which was 0.00975537(which at the time was 800€, right now is 772). So let's start with a base of 800€.

2. Open calculator and add and subtract every bet i posted, EXCLUDING THE PROBLEMATIC BET! so just ignore the third bet from the bottom(OG vs parivision with 4,08 odds).

3. After you're done adding and subtracting the bet settlements, go back again, and subtract the bet stake for every win. examle: The first bet OG vs Parivision odds 3,80, paid 716€, now subtract 188 from that so, 716-188. Apply this method to every won bet. (Paid winnings-bet stake).

And the result should be roughly the same as the current balance i provided.

And there you have it, the power of mathematics.

So, there was no double refund, there was one refund.

Aditionally, i did not place 20 bets afterwards. I placed exactly 7 bets afterwards. Not even close to 20. I don't know why lie about such a irrelevant thing. But here it is: https://gyazo.com/f295fb11ef2cdf776e68c4cd7ce04668

The only thing i am interested in, is fairness and having my bet paid.

Edit: For any funster trying to doubt me again i will also be providing proof i took the balance screenshot at the date i claim. https://gyazo.com/d7bbc8984db0e51fc211b6782df0068e

I went ahead and did the maths for the lazier people, now all you have to do is confirm it is right.

https://gyazo.com/710494e5f0a07f8b63e13f034301aa43
This is all the bets placed and settled wins and losses

https://gyazo.com/339e4eb30db9b520aa0815d9790e1689
This is subtracting the stake value from the won bets, since the true value is always calculated by subtracting the stake ammount.

https://gyazo.com/346399a6991dc824655ce7125c71b3e1
The full math, feel free to confirm with betting history i provided in my initial comment.

https://gyazo.com/2fa1d878a0295408847bfeac6a9cc84b
And this is the balance i had at the time 17th november 3pm.


So i ask, where is that double refund? 2up.io agent talks like i even walked out of this winning. EVEN if this was true that i got a double refund(which i just proved it's not true with basic math) i would still be owed 0,00468btc(368€).

Neither double refund or paid winnings. And i'm not interested in double refunds or human errors, i am only what i won fairly.

I would like a few things that i think are relevant.

1. https://gyazo.com/d7bbc8984db0e51fc211b6782df0068e This is the exact date i took my balance screenshot. Which proves i taken the screenshot AFTER the dates 2up.io claim they have double refunded me. Which is false and easy to reach that conclusion using the method i gave before.

2. https://gyazo.com/fc7e3d5ef707ad354779757c4cc0f8c2 My entire transaction history at 2up.io. To prove i didn't manipulate that balance value by any means. This was taken yesterday (19/11/2025) I can prove it with screenshot if requested.

Just a few questions now:
1. If i place the bet, the site ackowledges the bet, sees the bet, settles the bet, and consider it paid, but the bet doesn't reach the provider, whose fault is it? Certainly not the player, so i would assume the intermediary between the player and the provider is at fault here.


2.Let's reverse the roles for a moment. Had OG lost had match, and consequentialy i lost that bet, would i also get a refund? I think everyone will agree if i say "no". And rightfully so. Because in that case i would actually lose the bet, so they would have every right to deny a refund. Same way i have every right to ask for justice.

3. Is it so hard to ask for fairness? That is all i am asking for. I'm not here to take advantage of anyone or anything, i just want the bet to be honored which was won fair and square, that's it.

Thank you.

Hi Roberto José,

As you can see from the casino rep’s response, their decision is final and fully aligned with their Terms and internal procedures. Based on the detailed explanation they provided, we unfortunately cannot assist further in this case.

If you still have any additional questions or uncertainties, you can reach out to the casino directly for further clarification, as they are the only ones who can provide more details regarding your account and this decision.

Thank you for your understanding.

The issue has been resolved. 2up.io rectified the mistake and did the right thing.
Thank you for listening and thank you 2up.io.

Hi Roberto José,

That's great news! It was a pleasure helping you. If you need any assistance at any time, we'll be here to help.

We will mark your case as RESOLVED.