The player from Germany has been accused of having multiple accounts. Her winnings were cancelled, and a refund of the last deposit offered. We rejected the complaint because the player and her partner played in the casino from the same IP address which is a violation of the casino's terms and conditions.
BetAmo Casino - Player has been accused of opening multiple accounts.
Amount: €1,053
BetAmo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello, I have € 1053 and wanted to withdraw € 1400 profit, when I should verify myself I received an email from Casino that my money was confiscated and I was accused of cheating and had 2 accounts. What is not true when I got in touch with the support was always the same text that I violated the rules sent to my request to provide me with nothing. Then I asked that I want to speak to the management but nothing at all. After that I wanted to have my paid money of € 1053 fully refunded and they only offered me € 50 back. When I said I did not agree, I was given a period of 2 days to pay the € 50 otherwise they would be confiscated and my account would be blocked immediately. I and my partner both signed us up at Betamo because the terms and conditions state that you cannot give your account to a third party.
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4 years ago
Dear Katja,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, could you please advise if you, or your husband, have redeemed any bonuses in the past?
I have checked terms and conditions, and this is what I found:
"In case the player has a duplicate account with bonuses, or same ID, or used a few accounts from the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the winnings. If a customer avails of registration free spins while his/her county differs from the IP address, the administration of the casino reserves the right to terminate such an account and withhold the winnings in order to avoid negative practice in the future."
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Yes, unfortunately both of them took advantage of the bonuses.
will I at least get all of my deposited money back?
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4 years ago
Thank you very much Katja for your quick reply. Unfortunately, not necessarily. I will now transfer your complaint to my colleague Peter who will be at your assistance and try to contact the casino regarding your deposit refund.
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4 years ago
Translation
Thank you again.
But shouldn't the casino have noticed that the welcome bonus was paid by two people in the same household? When did the first deposit take place? They only reacted when I deposited € 1053 and wanted to withdraw € 1400. Then they gave me an ultimatum either I pay € 50 or they block the account in 2 days and keep the € 50.
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4 years ago
Hi Katja,
We are discussing the issue within the team, I will reply as soon as possible.
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4 years ago
Translation
Thanks a lot.
I'm waiting for your answer.
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4 years ago
Hi Katja,
We discussed the issue over and over, but, unfortunately, there is not much that can be done in this case. Casinos have strict policy regarding opening multiple account from the same IP address, household etc., especially when you play with bonuses. This is how they protect themselves from bonus abuse. You are right, it would be much easier if this information was checked at the beginning when the players register and not after they deposit money and make winnings. Unfortunately, it is not an industry standard yet. I can only recommend for you and your partner not to play in the same casinos and deposit only small sums of money before you finish the KYC. I wish I was of more help.
Best regards,
Peter
