The player from Bulgaria had verified her account, deposited, and won 1,500 BGN. However, her withdrawal request had been denied because the casino claimed there was another account linked to her IP address. The player had disputed this claim and sought our assistance. We had intervened and contacted the casino for clarification. The casino had stated that the issue was due to incomplete KYC verification, not a duplicate account. The player had provided the requested documents but one of them, a proof of address, was outdated. After the resubmission of a valid document, the casino had approved the withdrawal. However, due to technical issues, the payment had been delayed. Eventually, the player had received her winnings. We had marked the complaint as 'resolved'.
Bet1000 Casino - Player's withdrawal denied due to multiple account claim.
Amount: 1,500 лв
Bet1000 Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
Hello,
I registered and verified my account in the casino. Initially, it was denied due to unclear documents. Subsequently, I resubmitted my documents and my profile was verified. I then received an email offering a first time 200% bonus, so I made a deposit of 50.00 BGN, with a condition that the bonus and deposit be wagered 20 times. I fulfilled this condition and won 500 BGN. However, when I requested a withdrawal, I was denied because, according to them, I have another account on my IP address, which isn't true. I continued playing and ultimately won a total of 1500.00 BGN, which I also requested for withdrawal. I wrote to the casino asking if this alleged 'other account' could be deleted and who it belongs to, as I only have one account. I'm looking for assistance with this issue.
Dear pavlinakraleva,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
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
Dear pavlinakraleva,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello, there is no other member of my family registered, I live alone, maybe one of the neighboring apartments is registered, but I have no way of knowing that.
The casino replied that it was a completely different profile from mine. but it is registered to my IP address.
I asked for the BGN 50 deposit to be returned. I was refused for the same reason, and I sent documents that the account was mine and the card from which the deposit was made. I have lodged a complaint with the UKGC (UK Gambling Commission)
Thank you very much, pavlinakraleva, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
Hello pavlinakraleva,
I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Bet1000 Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Bet1000 Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you in advance for providing the information.
Kind regards,
Tomas
Hi everyone,
hope you are having a great day.
I would like to clarify this issue. While there are indeed some duplicate variables for this user, this was not the reason for the rejected withdrawal. In order to complete the KYC verification, we require some missing documents from the user, which she was informed about before.
One of our Support Agents will send another e-Mail with the exact requirements.
Best regards,
bet1000
Thank you for the information, Bet1000 Casino.
Dear pavlinakraleva,
Can you please provide the casino with the requested documents in order to complete KYC verification?
Kind regards,
Tomas
Hello, I received an email today requesting additional documents. I will send them and let you know what happens. Thanks to your help I got this response from the casino
Thank you for the information, pavlinakraleva. I will now extend the timer by 7 days to see the progress.
Kind regards,
Tomas
I sent the requested documents and received an email that my profile was successfully verified and I requested the withdrawal of BGN 1500.00. I am waiting to see if it will be approved after they asked me for additional documents for withdrawal.
Thank you for the information, pavlinakraleva.
I'm awaiting your payment confirmation so we can consider the case resolved.
Kind regards,
Tomas
Hi pavlinakraleva,
I can see that one of the documents you uploaded has failed the validation.
Best regards
Dear Bet1000 Casino,
Can you please specify what document has failed to comply with your requirements?
Thank you.
Kind regards,
Tomas
Hi,
the document for "proof of address" was issued more than 5 years ago and can therefore not be accepted.
Best regards
Dear Bet1000 Casino,
Can you please specify your requirements for accepting a "proof of address" document? So the player can re-upload. As per T&Cs, I assume it should be not older than 6 months, correct?
Thank you.
Kind regards,
Tomas
Hi Tomas,
yes, this is correct. The player was also informed about it in a separate e-Mail.
Best regards
Dear pavlinakraleva,
Can you please provide the casino with the document as per their specifications?
Kindly let us know once you do so. Thank you.
Best regards,
Tomas
Hello, I have submitted a new document dated 10/31/2023 and the document has been approved in my profile.
Hello, I submitted on 31/10/2023 a new address document which was approved in my casino account the same day. I have requested the withdrawal of the amount of BGN 1500.00. I still do not have approval. I will keep you updated on how things go. 
Hi there,
your new proof of address document has already been verified. Your withdrawal has also been approved and will be processed accordingly. Kindly check your e-Mails 🙂
Best regards
Dear pavlinakraleva,
Can you please update us once you have received the payment so we can consider the case resolved?
Thank you.
Kind regards,
Tomas
Hello,
Yesterday I received an email saying that the payment was not made due to technical reasons and asking me to make a withdrawal request again. I made a withdrawal request again and sent a reply to the email. I received a reply that the payment will be released as soon as possible. I will let you know when I receive the money.
Thank you for the information. I'm awaiting your confirmation of receipt of the payment.
Kind regards,
Tomas
Hello, the withdrawal failed again, I was told again that due to a technical problem it did not occur and I requested the withdrawal amount again.
Hello Mr Thomas,
I received the amount in my account today. Thank you very much to you and your colleagues for solving my case. Big thanks to Bet1000 Casino too!
Best regards,
Pavlina
Dear Pavlina,
thanks for the update! We are happy to hear that you have received your winnings! 🙂
Best regards,
bet1000
Dear pavlinakraleva,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
