The player from Portugal had reported an issue with an online casino, where after having made a successful deposit and completed the required rollover, his withdrawal attempt had been denied. The casino had confiscated his funds, claiming he was using the same IP address as another account. The player had denied this, stating he only used mobile data to access the site. Despite his objections, the casino had maintained its decision and refused to provide supporting evidence. The player had sought help from our Complaints Team. However, as the player's issue was related to sports betting, which fell outside our area of expertise, we were unable to assist. We had recommended other websites that could potentially help and closed the complaint.
Bet7 Casino - Player's winnings were confiscated.
Amount: €2,000
Bet7 Casino
Safety Index:LowOther
REJECTED
Case summary
Hello
I've registered on that website and I did deposit 250 euros to get a 250 eur bonus wich they gave me, after that i cumply with the rollover, after that I did my kyc with success suddenly when I'll try to do the first withdrawal they confiscated all my funds saying that I've been accessing on the same IP of another account wich is totally wrong because I only use my data mobile from my personal Sim card (exactly for that reason) to access bet7, then I spoke with the chat nothing was done and they asked me to write to their support wich I did and all they say it's that the decision is irreversible and there's nothing to be done, they don't even show me proofs or something to support their decision, they are just being fraudelents. The exactly amount I'm not sure if it's 2000 or 1900 but it's around that as I can't see it anymore. Hope you can help me with this.
Dear Central99,
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 advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
I'm 100% sure that nobody else did with my data mobile as I don't share it at all, it's really impossible. I was doing sports bet.
Thank you for your reply, Central99. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino players 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 sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
I will send you the list via email address.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
