The player from Austria had reported that his account had been closed after he had won 500 euros from a 20 euros deposit. He had been accused of having a duplicate account, which he denied, and suggested that the confusion could have arisen from his simultaneous play at a partner casino, 22betcasino. His account had been verified before it was closed, and no one else from his household had an account with the casino. Despite his requests, the casino had not provided any evidence of the alleged duplicate account. We had attempted to contact the casino multiple times without success. Given the casino's lack of a valid license and refusal to refer to any ADR service, we were unable to resolve the dispute and had to mark the complaint as 'unresolved'.
20bets Casino - Account at Casino closed over alleged duplicate account claim.
Black points: 324
Amount: €500
20bets Casino
Safety Index:Above averageNo reaction, passive regulator
UNRESOLVED
Case summary
I deposited 20 euros and won 500 euros, but when I tried to withdraw, the casino closed my account and claimed that there's a duplicate account, which isn't true. I also play at the partner casino 22betcasino and perhaps that's the issue. But that's a completely different site. Please help me. I didn't use any bonus and I don't have a second account.
Hello vincentpedico,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20bets 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 if yes, since when exactly? Does anybody else owns an account in this casino from your household? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of multiple accounts?
Looking forward to your answer.
Regards,
Nick
Thank you for the quick reply. Yes, my account was already verified before it was closed. No one else in the family plays except me. This week I spoke to the casino and told them to prove that I still have an account. They didn't show any proof.
Thanks for the support
Hello vincentpedico and thank you for all the information provided. As the casino did not provide you any evidence of their claim, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will try to contact the casino for further details.
Wish you best luck resolving it.
Regards,
Nick
thanks for the quick reply and hope I get my winnings
Hello there,
Thank you vincentpedico for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 20bets Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.
Thank you!
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.
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
