Bankonbet Casino - Player’s account blocked due to duplicate account allegation.

Hello,

I had an account with a lot of money and it's now been closed. The explanation given to me is that it violates the casino's terms of service, that the account is a duplicate and all my money is now lost.

I've found out that they don't have a license in Spain. Could that be the reason it's an illegal casino and I've been scammed?

I really don't understand it, since I've never verified an account or anything with them before.

I await your reply.

Thanks

Hello Asolerlopez,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bankobet 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? Did you accumulate your winnings with real money or did you use a bonus? How much was your real money balance when your account got blocked? When was the last time you spoke to the casino and what was it about?

Please note that the casino not having a Spanish license should not be a reason of blocking your account as if Spain is not restricted by the casino terms, you are free to register and play there.

Looking forward to your answer.

Regards,

Nick

Hello,

I have never verified the account. I had about €900 of balance all with real money and open bets. I never used bonus. I spoke to the casino to get my deposits back and they told me that I had lost everything due to a double account.

Hello Asolerlopez,

Can you please confirm whether you created a second account there or not? Is there anybody else from your household registered in the casino? Did the casino provide any evidence of account multiplicity?

My cousin is registered in the same house. But he deleted the account a long time ago.

Hello Asolerlopez,

Did you both claim bonuses or used the same details to register? Did you both use your own different payment method to deposit into the casino? In addition, please forward the communication between you and the casino to nikolas.b@casino.guru.

Hello,

My cousin has confirmed that he does not have an account. I have never used any voucher. I have never verified the account either. Use two cards in my name.

I forward the mail.

Thank you.

I have checked the email but I do not have the conversation where they closed my account. I think they notified me through the online chat. The point is that they have kept the money that I had in funds and they are not going to send me the money.

They also don't want to refund my income.

Thank you Asolerlopez for all the information provided so far. As it is still unclear why did the casino block your account, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving your issue.

Regards,

Nick

Hello there,

Thank you Asolerlopez for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bankonbet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Dear Peter,

Thank you for contacting us.

We would like to inform you that the customer's account was considered as duplicate and it breached our following terms and conditions:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void; 

- any promotions that the Duplicate Account has participated in will be cancelled; 

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company; 

- the Duplicate Account will be closed without an option to reopen it.

Therefore the account was closed and winnings were confiscated.

Kindly note that we have provided you all the evidences on your email in order to prove our point.

Thank you for your cooperation!

Sincerely,

Bankonbet

Dear Asolerlopez, we have reviewed the evidence provided by Bankonbet Casino and as they have pointed out, it is an industry standard to only be allowed one account per person. As for the licensing issue, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce legality of rules. 

This complaint will now be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.