18bet Casino - Player’s account has been closed.

Almost 10 years ago i opened account to 18bet.com and i had not any problem at all.

Months ago i asked for a withdraw they closed my account and i had a balance 4500euro!!!!

They told me that i had duplicate account.I told them i had never second account and i challenged them to give 

me their proofs for that but they didnt because they hadnt any proov!

If they wanted to close my account they should return my balance 4500 euro and then close my account.

They stole my money!!Do something please.

Dear Giorgos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would like to know if you provided all those documents again, please. Is your balance made of your deposits only, or some bonus money as well? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here)?

I believe, we will be help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Giorgos for your email. Please note, that your message is hidden from public, because it's been marked as "private", but if you wish to delete those information anyway, please let us know.

I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Giorgos,

I looked at your complaint and will do my best to help you. I would like to ask for supporting evidence proving that this player has multiple accounts from the same IP. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

ΕΧΩ ΕΝΑΝ ΚΑΙ ΜΟΝΑΔΙΚΟ ΛΟΓΑΡΙΑΣΜΟ .ΔΕΝ ΕΧΩ ΑΛΛΟΝ ΛΟΓΑΡΙΑΣΜΟ

Dear Giorgos,

Thank you for sharing your experience with 18bet.com

We would like to inform you that according to our records, your account was created on 29/11/2014 and your last login was on 04/05/2019.

Your last activity in your account was mainly on the sport section, instead of the casino, hence we think that your complaint is not correctly discribed and more over it's not for this specific forum.

However, as per our records your account was closed on 04.05.2019 due to conflict with our General Terms & Conditions. Please note that you've breached the T&C and our AntiFraud Department find out that you have used the same IP address which was used by another customer on the website.

Please find point 3.8 of "Player Registration and Deregistration Process" - 3.8 The player’s account must be registered in his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at registration stage is true, complete and free from error. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with Shark77 Limited, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequent to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets and winnings acquired from such promotions using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts.

You can read more in detail following this URL - https://www.18bet.com/pages/terms-and-conditions

In accordance to our policy, your account still remains closed.

Hope you will find this informative.

Kind Regards,

18Bet Team

Dear Giorgos,

As you might know, our forum Casino.guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I can continue communication with the casino on your behalf and try to get some more information, but in the same time I’m forced to reject your complaint. If it’s convenient for you, we can continue our communication through emails. My email address is yuliia.k@guruadmins.com

Thank you very much for your understanding.