The player from Brazil has been accused of providing access to his account to a third party. Afterwards, the account was blocked, and all the promotional winnings voided. We rejected this complaint as it was sports betting related.
Bet2U Casino - Player’s bonus winnings have been confiscated and account blocked.
Amount: €1,068
Bet2U Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I claimed the 100% new customer bonus and had almost € 1100 after implementing all bonus conditions. After I applied for the payout, an unusually large number of documents and questions were requested from the KYC. After I had submitted everything I was asked for a Skype verification. The call was made in English and I was asked about my gaming behavior. After a few days I received an email that my account had been blocked for the following reason:
"Dear Customer,
The monitoring that had been placed on your account has ended and a breach of point 23.6 of our terms and conditions has been detected. As a result, your account has been permanently closed and a return of your deposits will be made. The return shall be made into the same platform through which your deposit was made.
Best regards,
Bet2u Support "
I am accused a third party had access to my account and played for me. That was definitely not the case and I have no idea how to prove it.
Automatic translation:
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3 years ago
Dear Alem,
Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you received any winnings in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Lastly, could you please confirm that you haven’t provided access to your account to anybody else?
I hope, we will be able to help you resolving this case as soon as possible.
Best regards,
Petronela
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3 years ago
Translation
It was about the sports bonus, so I only placed normal single bets on 1x2.
That was my first registration with Bet2u and had not played there before.
I'm definitely the only one who had access to the account.
Automatic translation:
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3 years ago
Thank you, Alem, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails.
Please let me know how you would like to proceed. Thank you very much for your understanding.
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3 years ago
Translation
Sorry I didn't know that. You can contact me by email. I would be very grateful to you.
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3 years ago
Thank you very much, Alem, for your reply. No need to apologize.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.
I contacted the casino requesting more information and will continue our communication via emails.
