18bet Casino - The player's withdrawal is delayed.

have an account at 18bet and deposited large sums, then won a large sum where they denied my withdrawals repeatedly due to "technical issues" then I received a Mail in October that my account cannot be accessed as they are under investigation. Emailed them several times with no response and they haven't said why either. My winning amount is not from any bonus and I haven't played there for a long time waiting for them to pay out. My account is verified and I haven't done anything wrong without them

Doing exactly what they are good at, not answering their customers. I have emailed several times and have not received a reply. Can't get into my account either. Have photographed all the chats with live chat as they always blame technical problems for denied withdrawals and after they closed my account for "investigation" they have not responded to emails. Almost 4 months ago. Can I contact lawyers for this?

Hello Hejsan92,

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.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Did you play sports betting or casino games? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, my account has been verified for several months before they closed it. Yes, I have made a withdrawal there before and they have not been anything strange. Yes have played with my own money, have made deposits of more than 100,000 on the account. And yes never played for bonus money there, it was casino game wolf strike.

yes, they talked to me last time in the chat about why they didn't pay out my winnings around September. They said they would take time and as soon as they had an update they would email me. They didn't write anything, but at the end of October I received an email saying that my account was under investigation and since then they haven't responded.

have a lot of print screens left on my account, sums, verifications, chats, etc.

9 Sep 2022 they wrote that my account was verified and my first withdrawal was approved. October 25, 2022 they wrote that my account has been restricted because they are under verification, since then I can't get in.

Thank you Hejsan92 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Hejsan92,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just so you know, 18bet Casino has a lot of unresolved complaints, which shows they are not really willing to resolve complaints with us, anyway, I will try my best to get in touch with the casino and if possible resolve your complaint.

We would like to invite 18bet Casino to join the conversation.

Dear 18bet Casino,

Can you please provide some information regarding the player's withdrawal delay?

Dear Michal,

The case is being investigated.

Kind Regards,

18bet Casino

What is being investigated? Do not quite understand ?

Thank you for the response, 18bet Casino.

Dear Hejsan92,

I understand your frustration about this whole situation. As can be seen in the "Reputation Explained" tab in the casino review, the casino was not previously cooperating with us when it came to complaints, this has however recently changed. There were changes in the company and the new people are willing to sort all complaints if possible, but to get enough insight into the "old case" takes time, so a further investigation is needed.

Again, I understand this is frustrating, but we need to give the casino more time to check all the relevant information. I can only ask for your patience at the moment. Thank you for your understanding. We will provide an update as soon as there is any development.

I am patient and can absolutely wait. However, I know I didn't do anything wrong. I have saved all chats, all emails and all transactions and withdrawal attempts. Therefore, it makes the whole thing frustrating when I know that I have followed all the company's terms and conditions.

nor does it make it any less frustrating to read everywhere that this happened to so many others from 18bet. But I am patiently waiting for a decision. Sincerely

Dear Hejsan92,

Of course, keeping any valid documentation and proof is always a good thing. We might need that later, but as for now, we need to give 18bet Casino teams more time to check the whole situation. We will provide an update as soon as there is any development. Thank you for your understanding

Dear Michal,

We conducted detailed research on the case and these are the results.

As Hejsan92 stated, the access to her account was restricted from our side in October last year. The reason was that her account was under review, as we detected a possible use of multiple accounts.

After the investigation was over, we concluded that the player did in fact have multiple accounts, which is in direct breach of the T&C:

"3.7. Shark77 Limited reserves the right to refuse or close a player’s registration at its own discretion. In any case, however, contractual obligations already made will be honoured. 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. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address and shared computer, i.e. Public Library or workplace and cannot share any of the aforementioned with a previously registered account. 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 all account/s following the identification of the main account. Upon accounts closure, deposits will be refunded, and all bonuses, free bets, and winnings acquired using those accounts will be void and forfeited. If the amount in the accounts 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.

3.8 A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, site cookies matches with an already existing account with the company"

Link for reference: https://18bet.com/pages/terms-and-conditions

The accounts match via IP and Cookie (90.129.213.211 / gt522c33len35fd5pd4c6147e6d55c178f7d59f67t1c481bf113b62D2c80al28) and share the same personal details. The player was informed of the above-mentioned breach of our General Rules shortly after the investigation was over.

In addition, the documents that were requested from the customer, just secured the account for financial transactions, however, that isn't equal to a full account verification and it was not stated that the account was "verified".

Finally, we would like to emphasize on the fact that some of the information provided to you is not completely correct. The total deposit amount of the customer is around three times less than the amount stated.

In any case, we have already paid out an amount greater than the total deposit amount.

Kind Regards,

18bet Casino Team

I would like to know what other account I had? One on winbig? Where you denied having any connection? I have no other account at 18bet. If so, would you please come up with the name? And if they are such that they are at bigwin you mean, then you have violated the law yourself. Because I was blocked with you when I could play on winbig and lose almost SEK 400,000. So which other account do you mean? Because yes I don't have another account at 18bet and yes I have asked you several times if you have anything with winbig as you are under the same license, you have denied that. Which I have saved the chats on. Yes, I was blocked from betting with you long before you chose to "investigate" my account. Yes, I also have evidence of when I say I don't want to play anymore and withdraw my money where you repeatedly unlock my account to make withdrawal attempts. Do you have the name of my "second account"

How come you were allowed to play on both accounts and you denied that you had a connection when I asked why you went under the same license? After saying yes, did you at 18bet say you don't want to play anymore?

Dear 18bet Casino Team,

Has the player opened multiple accounts in 18bet Casino or is it for other casinos within your group?

Please forward all the relevant evidence of your claim to me at michal.k@casino.guru

Dear Hejsan92,

Can you please forward all your communication with the casinos to me as well at michal.k@casino.guru

I only have one account at 18bet. asked in the chat if they had anything to do with winbig casino which they denied. I will submit my copies on those chats. Sincerely

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hejsan92,

Just so you know, we are communicating with 18bet Casino in the background and we have to review all available evidence so this takes a bit of time. We will update you once there is any development, so at the moment, I can only ask for your patience.

That's totally fine. I have absolute patience. But I know that I didn't have two accounts at 18bet. That is not true and they can prove it through my bank transactions.

yes, however, I have had an account on winbig that they DENY a relationship with.

it is so clear that they try all means not to pay out a profit.

they have also not responded to my email with information about WHY something is being investigated before I created a case here with you.

Yes has not been "informed" of any crime. Because I have not received an answer to my email since they informed me about the investigation.

I would like to see proof of WHO was contacted to inform about "crime" because I have not received an answer to my email even though I have asked several times about what is being investigated and is ongoing.

how can another account be created in my name as they verify the accounts with a photo ID card?

since I don't have any more accounts.

If two accounts that are under the same license count as a double account, DESPITE the fact that I asked about this in the chat BEFORE I lost SEK 450,000, you have committed another crime. Because I was banned from 18bet to play during the time I played on winbig.

if you are blocked, you must be blocked from all accounts under the license.

i went in and blocked myself from winbig AFTER i lost everything i had.

Dear Kazhan / Hejsan92,

As I have explained in the email sent to you, after a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information, IPs, and cookies. Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The evidence provided by the casino completely contradicts your statements that you only have one account, and if we agreed with you we would be violating our own regulations, which as you understand we cannot do. Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal