Bet1000 Casino - Player's withdrawal denied over alleged duplicate accounts.

I have submitted all documents they asked , they said profile verified and I placed withdraw request ,thinking iam verified I again added funds for bonus and again successfully completed wager meanwhile my withdrawl was rejected and they asked for credit card verification and I submitted that also. Received profile verified message again through email and they said u can place withdraw now. Now my withdrawl was again rejected saying that I am having duplicate accounts or having accounts related to me or same IP. I asked for proof but they are saying it was confidential. As per my knowledge iam having only one account

Dear unbranik,

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 send me the correspondence you received from the casino? My email is tomas@casino.guru

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,

Tomas

only iam having the account.

I have sent email to you all the correspondence from bet1000 through email .

Thank you very much, unbranik, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 unbranik,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear Bet1000 Casino,

Could you please provide some information regarding the player's rejected withdrawal request?

Thank you.

Kind regards,

Tomas

Hi everyone,

as the player has been informed by the support agent, there is another profile registered with the same IP and browser profile.

Unbranik, is it possible that someone may have used the same device as you to register at bet1000 ?

No. If so, please tell me the other profile details which you are talking about. Please show the proofs to casino guru.

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 Tomas,

the account of the player is connected to another account by IP as well as browser profile. These two indicators are a pretty clear sign of the other account being created through the same device.

However, as it seems that the player has not deliberately created a duplicate account, we will be happy to approve the withdrawal request.

Best regards

Dear unbranik,

Can you please try to request a withdrawal and let us know if it works?

Thank you.

Kind regards,

Tomas

Received withdraw amount successfully. Thank you

Dear unbranik,

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