b-Bets Casino - Player's account has been closed due to an alleged double account.

this company did not give me proof, and they blocked me by saying that I have a double account.. as long as I invested my money there were no problems, when I wanted to go cash out, they blocked me and they cannot give me proof and more information why it happened, it was only said that I am remote because I have 2 profiles on the same email, which of course is not true, as long as I played and they took my money, everything was fine without any warning, when I wanted to cash out , a problem arose, for which no one has proof. please bypass this platform are not confidential!

Dear veljicaaaaa, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi sorry for delayed response.

there is only option if they have another website , becouse I play also on meridianbet.. if that is the seme ,then it’s me if is not ,I’m not for sure with 2 accounts on 1 site.They asked me to verify my account, But, But I was in traffic at that moment I forgot to verify the account.I activated the bonus, that's the only way I play. I buy bonuses non-stop

Do I understand correctly that you have not submitted any identity documents to the casino for verification?

Could you please forward me the emails and other relevant communication (chat transcripts, screenshots, etc.) between you and the casino regarding the alleged multiple accounts? My email address is veronika.l@casino.guru. Thank you for your cooperation.

I currently have 3.4 screen shots available, I hope they will help you, because I tried everything through live agents.

Thank you for your email. Could you please advise if you used any VPN or IP-masking software to access the casino website?

Hi, I don’t know nothing about that and I don’t use nothing what is against casinos

Thank you very much, veljicaaaaa, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear veljicaaaaa, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite b-Bets Casino representative to join this conversation. 

Dear b-Bets Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

Dear veljicaaaaa and Casino Guru team,

Thank you for reaching out to us.

Having looked into this case, we would like to apologise for misunderstanding that happened.

Kindly be informed that players account was closed from our end as we have detected breach in our terms and conditions.

During registration and in accordance to our terms and conditions, the player confirms that all information contained in the application form submitted to us is true, accurate, and complete. We reserve the right to cancel player's registration and close the account in the event that the information provided is found to be false, inaccurate, deceitful or incomplete. 

Our checks detected that information submitted on the registration form was false. The country which the player entered in his account does not correlate to residence address entered into his profile. Any attempts to conceal information are considered fraudulent and due to it, we have acted in accordance to our terms and closed player's account.

Kind regards,

b-Bets Complaints Team

b-Bets

Dear b-Bets Casino, 

thank you for your message.

We take such accusations very seriously and I would like to request that you provide evidence to support your claim. Please forward any relevant screenshots and documents to katarina.d@casino.guru.

Dear veljicaaaaa, 

thank you for your patience. I was in contact with a casino representative and he pointed out that your registration form states you live in the United Arab Emirates. Is this a country of your residence, please?

Hello, sorry. Maybe I clicked yes somewhere by mistake. I didn't even see it, I'm from Malta, probably when I was filling in something, I scrolled and changed it. certainly, as I said, all the details that I undo there should be correct. Of course, I can prove all that with my passport and identity card, as a resident of Malta.when I spoke with agent , I said the same thing, only if I made a mistake and I didn't see it, so I could have made a mistake.

Dear veljicaaaaa, 

thank you for your message.

I regret to inform you that due to the submission of inaccurate information during the registration process and your residence in a restricted country, I have no alternative but to close this complaint as rejected. I understand that this news may be disappointing, and I appreciate your understanding regarding the strict adherence to the casino policies and regulations. It is imperative that all information provided is accurate and truthful to maintain the integrity of the process. Should you have any further questions or wish to clarify any details, please do not hesitate to reach out.

For future considerations, I strongly advise selecting casinos that permit participation from Malta. A comprehensive list can be found on our website. Additionally, I recommend opting for casinos with a safety rating exceeding 8.

I apologize for not being able to provide more assistance.