Bahis.com Casino - Player’s withdrawal has been delayed.

Dear Authorized,

The casino has launched a promotion. If a member reaches 25X times the deposit, the casino has announced an extra prize. So I deposited 1000 Turkish Lira to the casino and reached 26,141 Turkish Lira. And as promised at the casino, 75,000 Turkish Lira extra reward was added to my account. I then requested a withdrawal of 100,000 Turkish Lira. The casino asked me for my identity document. I sent my identity document. The casino said I could withdraw my money, but then said they would review my account. After 9 days, they deleted 99,000 Turkish Lira from my account and said we will not pay. All evidence is attached. I request that the deleted 99,000 Turkish Liras be added to my account.

Sincerely,

Dear aknclgm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Kristina,

My account has been successfully verified. Game history checked. But the casino deleted 99,000 Turkish Lira from my account. Can you please help me?

Best regards,

aknclgm

Thank you very much for your reply, aknclgm. Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I am sending the casino's statement here. I am also translating the statement into English and sending it here. The casino says that another member and I have the same ip address. But I have never had any connection with another member. The betting forum with which the casino has an agreement (a forum like CasinoGuru) found me right and terminated its agreement with the casino. I am sending here the screenshot of the post where the betting forum found me right and terminated the agreement with the casino. Also, since the text in all images is in Turkish, I am translating the text in these images into English for you to understand. According to the investigation made by the betting forum, it has been reported that the accounts in question do not reflect the same people. However, the casino did not back down and did not add my rightful 99,000 Turkish Liras back to my player balance.

Screenshot and English translation of the casino description;

Your account has been examined and your connection with the membership on our site that has previously benefited from our 7500%nakitodul Bonus has been detected. It has been determined that you have opened accounts on behalf of more than one person in order to avoid bonus upper limits, and that you have previously violated our site rules and made unfair gains. It has been determined that you are linked to the user " Dragon795 ÖMER YAPICI - lartell SABRI MUTLU ", and that you are usually logged in via the same IP via these accounts, violating Article 8 in the terms of use of our site. In addition, as a result of this irregularity you have made in accordance with the 9th and 8th rule of the bonus you have used, your unjust gain has been removed from your account and the amount you invested has been left in your account. You can withdraw after making the main money cycle.

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Screenshot and English translation of the betting forum description;

Hello,

The sponsorship was terminated because the bet.com site did not pay 4 of our members within the scope of the 7500% promotion. They examined the accounts of the members for 1 week and did not make their payments, claiming that they violated the promotion on the grounds of multiple accounts. In addition to the figures they added from the promotion, they also deleted the balances earned by the members with their own capital based on Article 6. All of the members whose balances were deleted and called multiple are registered on our forum site. In the examinations made by @Bulut, it was reported that the accounts matched as mobile ip in the past and did not reflect the same people. Despite this, the site did not reverse its decision and did not pay.

Thank you very much, aknclgm, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello aknclgm,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bahis.com Casino to join the conversation and participate in the resolution of this complaint.

Dear Bahis.com Casino,

Can you please provide more information regarding the decision to confiscate the player's balance? Other accounts were mentioned, how are they linked?

Kind regards,

Adam

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.

Hello aknclgm,

I have made contact with the casino via Skype and requested further information. I will extend the timer once more while I await a response.

Kind regards,

Adam

Hello aknclgm,

I am still awaiting further response from the casino, so we will extend the timer one last time. If they do not respond, the complaint will be closed as 'unresolved' as previously described.

Kind regards,

Adam

Dear aknclgm,

The casino provided evidence to show that multiple accounts are linked by the use of the same IP address. The casino stated that these accounts all claimed the same bonuses, therefore gaining an unfair advantage and breaching the terms and conditions of the casino. I have asked the casino to provide more evidence showing the use of these bonuses and when they have been claimed, but unfortunately the casino has stopped responding to my questions. Consequently, we have no option but to close the complaint as 'unresolved'.

 I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. In the meantime, I recommend you contact the Gaming Curacao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam