20Bet Casino - Player has been accused of creating multiple accounts.

Amount: €500

20Bet Casino

Safety Index:Below average Submitted: 09 Apr 2021 | Case closed : 13 Apr 2021

Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Italy has been accused of opening multiple accounts, because her and her mom were both using the same account to play. This was caused by playing from the same device, therefore we were forced to reject this case.

Public

Noemi

Unregistered user

Public

3 years ago

OriginalTranslation

My vip manager offered me a 35 euro bonus with a turnover of 1400 euro to transform the bonus balance into a real balance.

I had already sent the documents and everything in fact you had already made a first withdrawal so I thought that for the second there were no problems but I was refused several times I did not understand why I wrote in chat they tell me they want a screen shot of the last payment okk but my bank does not allow screen shots and so I took photos from phone to phone I will have sent a dozen until someone was accepted ... but that's not all it's already been a day when they tell me that I with my browser I have a double account and I had to explain this thing .... yes indeed every now and then my mom who opened 20 bets plays from my phone it depends she has a phone a little older and every now and then we play together so they tell me to send all the documents of my mom if not they do not accept me the withdrawal ok we send all the documents with my mom and still the withdrawal is refused 3 days have already passed and then they want this blessed screen shot as well d my mom, despite having already sent all the papers, bank statements, documents, in short, documents that are sufficient to establish that she is a person in all respects with all the papers in order but nothing they want the impossible screen shot where you have to see the transaction name and surname now and date card number all in one screen .... but this does not exist perhaps for some bank maybe yes but in the app of findomesti no !!! So my mom came in from the PC taking photos at the open bank with everything they asked for now I say if I gave you everything you wanted what changes between a phone screen shot or a PC photo? Where can you clearly see all that you have requested ??? Nothing after that I try again to make a withdrawal ah! We had also sent the bank screens from the app as many as we could with the transaction but not with everything they requested because it does not exist in the app ... you could see the card number and transaction in the app this ... as a complete overview there it was I make the withdrawal again but no withdrawal REFUSED ok I realized that this money does not want to give it to me and I was 3 days to kill my life and with the anzia because above all I also sent paper printed from the PC bank statement photos of cards in front behind but they are never enough so I decided to close because a casino that does not pay winnings is worth less than 0

Bad stay away

La mia vip manager mi ha offerto 35 euro di bonus con un rigiro di 1400 euro per tramutare saldo bonus in saldo reale .la fortuna girava dalla mia e sono riuscita ad avere in saldo reale 480 euro

Avevo già inviato i documenti e tutto infatti avevi già fatto un primo prelievo per cui pensavo che per il secondo non ci fossero problemi invece mi è stato rifiutato più volte non capivo il perché ho scritto in chat mi dicono che vogliono uno screen shot dell ultimo pagamento okk ma la mia banca non permette gli screen shot e quindi ho fatto foto da telefono a telefono ne avrò mandati una decina fino a quando qualcuno è stato accettato...ma non è finita qui è già passato un giorno quando mi dicono che io con il mio browser ho un account doppio e che dovevo spiegare questa cosa ....si in effetti ogni tanto mia mamma che ha aperto 20 bet gioca dal mio telefono dipende lei ha un telefono un po più vecchiotto e ogni tanto giochiamo insieme quindi mi dicono di inviare tutti i documenti di mia mamma se no non mi accettano il prelievo ok inviamo tutti i documenti con mia mamma e ancora il prelievo mi viene rifiutato sono passati già 3 giorni e poi vogliono questo benedetto screen shot pure di mia mamma nonostante già inviato tutto carte estratti conto documento insomma documenti che bastano a constatare che lei è una persona a tutti gli effetti con tutte le carte in regola ma niente loro vogliono lo screen shot impossibile dove si deve vedere la transazione nome e cognome ora e data numero carta tutto in un solo screen....ma questo non esiste forse per qualche banca magari si ma nell app della findomesti no!!! Quindi mia mamma è entrata dal PC facendo le foto alla banca aperta con tutto quello che richiedevano loro ora dico se vi ho dato tutto quello che volevate che cosa vi cambia tra uno screen shot da telefono o una foto da PC? Dove si vede ben chiaro tutto quello che avete richiesto ??? Niente dopo di ciò riprovo a fare prelievo ah ! Avevamo inviato anche gli screen della banca da app tutti quelli che potevamo con la transazione ma non con tutto quello che richiedevano loro perché non esiste nell app...si vedeva numero carta e transazione nell app questo ...comq una panoramica completa c'era faccio nuovamente il prelievo ma niente prelievo RIFIUTATO ok ho capito che questi soldi non me li vogliono dare e sono stata 3 giorni ad ammazzarmi la vita e con l anzia perché oltre tutto ho mandato anche cartacei stampati dal PC estratto conto foto di carte davanti e dietro ma a loro non bastano mai allora ho deciso di chiudere perché un casinò che non paga le vincite vale meno di 0

Pessimo state alla larga

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

3 years ago

Dear Noemi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://20bet.com/information/terms-and-conditions) and I found this:

„Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

The account holder confirms that any activities on the account are performed by themselves. If the account is managed by a third party, the account holder shall take exclusive responsibility for access to the account."

Do I understand correctly that you and your mom were both using your account to play? Or does your mom have her own account?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

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Noemi

Unregistered user

Public

3 years ago

OriginalTranslation

In fact we have not played with the same account but with two different accounts one is my mom with all her documents and her cards and the other is mine with all my documents and all my cards we only shared the same browser that is my mom used to play with my mobile with her account because her mobile is an older version and therefore it was more pleasant to use my mobile and I don't see what's wrong with it because everyone has only his own account with different data is nothing it's the same..

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

3 years ago

Unfortunately, after gathering all the necessary information we are forced to reject this case. I am sorry Noemi, but playing from the same device is prohibited by most casinos, since the casino cannot determine who is really playing. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.