Bet7 Casino BR - Player’s account unfairly closed for duplication.

Hello, good afternoon, I was having a withdrawal issue with Bet7 and they asked for verification. I have done ALL possible verifications. Shortly after this verification, they removed the WITHDRAWAL button from my account. The following day my account was blocked and I contacted the chat. They told me my account had been DELETED due to duplicate accounts, but I have NEVER used another account except mine.

Hello cellido,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bet7Casino BR. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? When exactly did you register in the casino? Did you use any bonus within your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello nick, good morning, I have an email on the day I created the account (04/12/2023), when I registered they gave me a bonus (which I did not request) I contacted the chat and they removed the bonus (I lost about 500 reais on this "joke"), after that I used it normally until the date of the prints I sent where they blocked my account with 3 thousand reais in it, the last time I spoke was yesterday to confirm the deletion of my account and before this conversation yesterday the last conversation was on the 20th /10/2023 where it was informed that my account was DELETED due to the use of multiple accounts, where they claimed that a certain Felipefs (I don't know who he is) claims that he was connected to another account with my same IP, at my house mara ME (cellido), my wife (ilana) my brother (vinicius) and my 3 year old son (theo), I just wanted this problem resolved because 3000 thousand reais is a very significant amount for me and my family, thank you for attention and good morning

Hello cellido,

So the casino claims that there were a match with the IP only? Did they provide any kind of evidence of their claim? If yes, please forward that and any other evidence you have assisting this case to nikolas.b@casino.guru.

Hi Nick, sorry for the delay...

bet7 just said that there was another user on the same IP as me, I didn't ask for more information but they said they couldn't provide more information

Hello cellido,

We believe that if there is only an IP match between multiple players, the casino should not block the account for that single reason. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello scellido,

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 Bet7 Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bet7 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

Casino.Guru

We would like to ask the 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 negatively affect its rating.

Dear scellido,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will extend the timer for another 7 days to see what can be achieved. I will keep you updated. Thanks for your patience.

Dear scellido,

I was provided with evidence confirming your issue is sports betting-related. As you might know, our forum deals with complaints about 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, and I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kind regards,

Tomas

Casino.Guru