The player from Germany had his account blocked as a result of multiple account accusations. We ended up rejecting the complaint as the casino provided evidence supporting its claims.
I registered in this casino several years ago. Almost 2 weeks ago I deposited something for the first time and also won something. Because the profile was too old, I had to change my email address. This was done after several attempts. I have everything papers uploaded now I want to pay out spears that closed me even though they had previously closed the other account that was never in use, the active one was still available and I was always able to make a nice deposit without what happened now, they just blocked everything, which is an absolute cheek I didn't have anything in the payout I could have made 100 percent more deposits I think it's a mess
Dear Horno12,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please? Do I understand correctly that you had another (however inactive) account in this casino in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
thank you i think it was 2020 rum i never played in this casino except until recently i played without a bonus in different slots this one said account they closed by themselves and left the one i was playing open i don't think was vertivieved Although I had to wait more than 1 week or longer to see if I was verified I can't say because on the payout day they came up with the excuse I had a double account and if I had closed it I wouldn't have won 100 percent if I hadn't blocked it this is 100 percent Money vultures otherwise I can not understand this 😒😒😒
I do apologize but I'm afraid I didn't understand completely. You had a different account in this casino back in 2020, is that correct? Was it closed due to inactivity or was there any other reason, please?
Back in 2020 I opened a profile with which I played today, the other I think I opened last year because I no longer had my old data for this account where I played, just by chance I found them again, so I Playing the other account I never used what I did last year, they also blocked it so I only have one active account
OK. So this recently used account was created back in 2020. The other account was active last year (2022) for a while and was blocked subsequently. Is all this correct?
The account was active in 2022, so I never used it, only the account from 2020, I made several deposits and never used the other one, that's true
Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi Horno12,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 24Bettle Casino to the conversation to participate in the resolution of this complaint.
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 Horno12 and Casino Guru team,
We are sorry to see that player's account got closed but unfortunately there has been a breach of the following terms and conditions.
Multiple Accounts
We have a zero-tolerance policy towards opening multiple accounts and therefore the decision of our relevant department is final.
Best regards
Customer Experience Team
Dear 24Bettle Casino team,
Thank you for your statement. Could you please send the supporting evidence to my email address (peter.m@casino.guru)?
Thank you 24Bettle Casino team for the email and evidence.
Dear Horno12,
I've reviewed the evidence provided by the casino and I'm afraid the data supports the casino's claims of multiple accounts. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Malta Gaming Authority for further help (https://www.mga.org.mt/player-hub/lodge-a-complaint/). I wish I could be of more help.
Best regards,
Peter