Bet2U Casino - Player’s winnings have been cancelled and account blocked.

Hello. I'm writing to you about casino Bet2U.

I registrated in to the Bet2U.

I was lucky to win some money.

10.05.2020 I applied to withdraw my funds from Bet2U.

17.05.2020 the operator told me that he was doing additional verification (monitoring) of my account, that I would be able to get my money after the verification. These conditions shocked me, but I accepted the new conditions.

Later, the casino 31.05.2020 requested verification with Skype.

On June 5, I received a call. The operator spoke to me in English, I answered all the questions. On June 8, I received a message that my account was blocked.

Casino accuses me of breaking rules. 25.1 and 23.5.

I strongly disagree with this accusation. I don't know how to prove to the casino that I'm not guilty. I think casinos need proof of their charges.

At the moment, casinos are required to pay me 2,177 $.

If the casino does not provide evidence, then this is dishonest conditions against the consumer in accordance with EU law. The casino dominates the consumer and abuses the rights to pay.

I'd be very grateful if you were investigating my case.

Dear Gorgik,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://bet2u.com/#/:

"23.5 Each User can have only one account. Registered Users cannot re-register as a new client with a new name or a new email address. In case of violation of this rule, Bet2U has the right to void all bets made by the User."

"25.1 All bonus programs are limited to a single individual, home address, telephone number and e-mail address, IP address, one bill of payments (such as by card number or Skrill account), as well as the computer being used (including the institute, Internet club, and other public institutions). Bet2U has the right to refuse the bonus to any User or group of Users. Bonus programs are available only to Users who have made a deposit in real currency to their account in Bet2U."

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if there’s any relevant communication which could be forwarded to petronela.k@casino.guru? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Looking forward to hearing from you.

Best regards,

Petronela

No, none of my family members could use the same IP to enter the casino. Nobody plays a casino except me. I disagree with this accusation. Please look into this situation carefully. It seems to me that the behavior of the casino is strange.

Thank you very much Gorgik for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Gorgik,

I looked at your complaint and will do my best to help you. Now I will try to contact the casino and let them know about your complaint. Please track your e-mails in case there will be update on your case.

I would like to invite Bet2U Casino into this conversation. Can you give us some explanation of whole situation and why was the player's account blocked?

Best regards,

Juli

We would like to ask the Bet2U 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 affect its rating.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Juli

Casino.Guru