18bet Casino - The player's account got blocked.

Spelade alltså på 18bet.com. Skickade in massor med dokument, som dom godkände. Vann massor med pengar, efter dom godkänt mina dokument så stänger dom mitt konto helt utan anledning. Dom svarar inte när jag skriver till dom, vad ska jag göra? Jag vill ha mina pengar.

Hello Frida,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 18bet Casino. Please allow me to ask you a few more question before we would move forward.

Did you receive any confirmation that your account is verified? Is your balance generated from real money or bonus money too? When exactly did they close your account and did they contacted you since?

Looking forward to your answer.

Regards,

Nick

Hej! Dom skrev att mitt konto är under " review " dom godkände alla mina dokument, jag har över 450.000 på mitt spelkonto som jag vill få ut. Jag har inte spelat för bonuspengar utan har spelat för mina egna pengar.

dom stängde mitt konto igår klockan 14.49 efter att dom godkänt mina dokument, var även tvungen att skicka dokument på hela min bank. Det enda dom skrev var att mitt konto skulle granskas, ingen har svarat på mina Mail sedan dess.

Har även massor med bevis på saker dom skrivit samt att jag har pengar på mitt spelkonto.

Ni måste hjälpa mig asså..

Hello Frida,

Please note that it is a standard procedure in many casinos to block the player's account until the verification is finished. We always recommend to wait at least 14 days for the whole process to be finished so if it's been less, be sure to give it a time and let us know it there wouldn't be any update within that time frame.

Regards,

Nick

Dear Frida,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Dom har fortfarande inte öppnat mitt konto.

Det har gått 12 dagar.

Nu har det gått 2 veckor

Thank you Frida for all the information and keeping us updated. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Tack snälla!!!!

Hello Frida,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 18bet Casino to join the conversation and participate in the resolution of this complaint.

Dear 18bet Casino,

Can you please provide further information regarding the status of the player's account?

Kind regards,

Adam

Jag vill ha mina pengar.. 🙁

Dear Frida and Casino Guru Representative, 

Thank you for inviting us to this thread and apologies for the delayed reply. 

We are reviewing the case and we will provide an answer as soon as our investigation is done. 

Kind Regards, 

18 Bet Casino Team 

Ni har sagt det i 3 veckor.

Nu har dom stängt mitt konto helt, även tagit hela min summa pengar. 497000 kr.

deras anledning är att mitt konto matchade någon annans konto? Asså, snälla. Vilket jävla skit casino, aldrig varit såhär besviken.

Thank you for the updates, Frida.

Dear 18bet Casino,

The player has been told that they have multiple accounts. Could I ask you to please provide us with some evidence to support this? It can be sent directly to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear Frida and Casino Guru Representative,

The investigation of the case is still ongoing. We will give an answer once the internal investigation is over.

Kind Regards,

18Bet Casino Team

Ni har ju stängt ner mitt konto och tagit bort alla mina pengar. Så vad menas med att ärendet fortfarande håller på?

ni skickade ett Mail till mig för någon dag sen, där ni klart och tydligt sa att det fanns två konton kopplade till samma IP adress. Ni kan inte skicka bevis på detta, och det ni säger stämmer inte. Jag vill ha mina pengar NU.

Hello 18bet Casino,

Thank you for the update. It does seem there has been some confusion, as the e-mail received by the player states "the review of your account has been completed".

As the investigation of the player's account is ongoing, we will allow some more time and await a further response from you regarding the outcome.

Kind regards,

Adam

Fast jag har inte öppnat 2 konton?

vad har ni för bevis?

Dear 18bet Casino,

Thank you very much for your response.

While we accept that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino, we feel that each case should be assessed individually.

If the casino finds out that a player has created five separate accounts and claimed the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them. On the other hand, if a casual player mistakenly creates two accounts and doesn't even claim the bonus, the casino shouldn't penalize them just because it has a rule that can be used against them.

To determine if any unfair advantage has been gained by the player, could I ask if either of the accounts mentioned has claimed a bonus? Also, when was each account registered, and have they been used simultaneously?

Please forward any relevant supporting evidence of the multiple accounts and their usage to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear Casino Guru,

As it’s already been established, the player has been detected to have multiple accounts (matched via IP and cookie – proof was sent in our previous reply) which is a direct violation of the Terms & Conditions, which the player has agreed on upon the registration.

Multi-accounting has implications beyond potential bonus abuse and if left unrestricted it could allow a player to bypass AML provisions, bet limits, RG tools and more. This breach of the Terms has no relation to any bonus campaign, hence whether a bonus was claimed or not has no relation to this case.

We believe that the evidence provided until now are enough for this case.

Kind Regards,

18Bet Casino Team

Sånt bullshit, stäng ner erat skit casino ärligt. Hört fler som haft samma problem, ni bara stänger ner och kommer med någon påhittat skit att spelarna har flera konton. Sån fruktansvärd bullshit, fyfan.

hoppas ni har kul för mina 500.000.

Dear 18bet Casino,

Once again, I appreciate your position but unfortunately the evidence supplied is not sufficient for us to be able to dismiss the possibility that the second account was opened in error, without the intention of circumventing rules or gaining an unfair advantage.

I can understand the potential implications that can be attributed to multi-accounting, but in accordance with our fair gambling codex if there is no evidence of this it would be unfair to penalize the player.

Kind regards,

Adam

We would like to ask 18bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear Casino Guru Representative, 

In the course of the last few weeks, we have been very cooperative, giving you all necessary proof regarding this case: 

• We provided an explanation why the player’s account was blocked (multiple accounts) 
• We showed you the matching IP and Cookie 
• We explained why having a bonus or not is not relevant 
• We answered your question about what kind of advantage the player can gain when using multiple accounts 

In regards to your last message "but unfortunately the evidence supplied is not sufficient for us to be able to dismiss the possibility that the second account was opened in error" - every time a player breaks the clearly stated rules, they can claim it was by mistake. We cannot speculate, we can only look at the facts – the T&C were breached.  

We strongly believe more than enough information was shared with you and the player on our side regarding this case. This remains our final position. 

Kind Regards, 

18Bet Casino 

Dear 18bet Casino,

I thank you for your cooperation so far, but while it can be seen that the player may have registered more than one account, there is nothing to suggest that this has been done with the intention of gaining any unfair advantage. We believe that every case should be assessed individually. Yes, the player may claim that it is a mistake, and this is why we ask for evidence to prove otherwise. If there is no evidence that any harm has been caused or any advantage has been gained, we do not believe the player should be penalized in this case.

Dear Frida,

As the casino has stated their position will remain final, this complaint will now be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how they respond. (adam.m@casino.guru). I am sorry that I could not be of more help on this occasion.

Best regards,

Adam