BetAmo Casino - Player’s account has been closed due to multiple accounts accusation.

Hello, my name is Gita and I live in Iceland. I opened an account on Betamo and all seemed to be okay, I won a bit , lost a bit then won a bigger amount. Told the news to my best friend, Eyrun, who does not know much about casino or slot machines but is attracted to it. So she was at my place, I told her about the Reactoonz, made a deposit and then she asked me to show her how to play. I always prefer using my phone(Iphone- much faster than most of the phones) so we signed in to her account on my phone. Started playing and it went pretty well- managed to go up to 3500€, then lost a bit so at 2350€ she decided to cash out this amount. This is the moment where the problems started- the cashout was denied- we contacted customer service right after receiving an email that she is accused of having duplicate profiles. We provided all the documents they needed- passport, Visa card,3 different utility bills etc and the best part was when we were asked to send a photo of both of us separately- holding the passport in our hands, with both hands visible- no white background allowed. So we both sent these photos and they were accepted- the guy on customer service told me that there is nothing to worry about- and that  she should request the withdrawal again - which was not only denied but confiscated- according to Betamo management team. This hit us as a shock- as we tried to explain that this is and was not a duplicate account- we are two close friends, two separate accounts, differemt credit cards- she just happened to use my phone for playing Reactoonz- but with her own account. While making the deposit AND playing and losing a bit nobody told her it was not legit to play on the same device of another user. Just received a mail that the decision is final- they confiscated the winning and will close the account. We both contacted them again asking for help but customer service did not help - and after some time left the chat. I told them that we are both willing to do anything to prove that we have not done any crime and that we are indeed two people. who happen to be good friends and using each other s device a lot. I need help. And I need the money that was won.

Dear Gita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"Information we collect:

Website logins and their details, including traffic data, GeoIP location data, browser/device data, weblogs, activity logs and other traffic information recorded in our system.

How we use information:

Identifying and performing the necessary verification checks"

In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. In this case you both have used one device which appears as duplicate accounts to the system. We will contact the casino and ask for their standpoint, but, before we do so, please could you confirm that none of you has activated a bonus when depositing funds? Thank you very much in advance for your reply.

Best regards,

Petronela

Hello,

thank you so much for your response. No bonus has been activated. We are two people, with two separate accounts, separate credit cards, passports etc. All what happened is that Eyrun was staying at my place and she happened to play from my phone but she signed in to her own account, she made the deposit from her own card and so on. I find this absurd- as this could be a very common situation with family or friends- using the same PC, laptop, tablet or even phone for playing. Also, asking us for these photos where we can be seen down to waist, both hands visible, no white background and accepting these photos as "proof"that no crime was commited - just to close down her profile and confiscate 2350€ eventually. If she was to deposit and lose 2350€ using my phone nobody would have cared obviously- only when it comes to payout... I was trying to see their terms and conditions and could only find that one person can not have two accounts- but obviously we are two people- with all documents uploaded to our profile.

Dear Gita,

Thank you very much for your quick reply. I contacted the casino regarding your confiscated winnings. Hopefully, we will receive a response soon and sort this case to your satisfaction.

BetAmo Casino, thank you in advance for your reply and assistance. 

Hello Petronela, 

thank you. It is my best friend, Eyrun‘s winning- but her English is not good so I am helping her. Also it was my phone that she used. But I am sure Betamo knows this as they have more than enough documents from us...

Just one more info- Betamo allowed her to cash out her initial deposit-126€ before closing down her account.. still.126€ is definitely not 2350€ soo...I would like them to investigate this case further away to come to the conclusion that it was not one person with two accounts- how could I have two different passports, addresses, two faces for the photos. Why did they say that sending a photo of both of us will solve the issue and thanked for the explanation? what happens if lets say 3 best friends live together and they can afford only one PC but all of them open their own account using the same computer? all their winnings also confiscated? just because they dont have their own device for each?

Hello all,  

I am sorry for the late reply.  

I would like to point out a few rules from our Bonus T&C:

In Bonus Terms the very first rule says:

1a. All bonuses can only be used by one person/on one device/from one IP/from one browser.

I am sorry, but I am unable to share any information about a third party account, however, I believe I am capable to provide with the evidence the violation of the Bonus T&C.  

Kind regards,  

Vlad  

Betamo 

Thank you Vlad for your reply, however, the player says none of them activated any bonus. Please could you advise?

you can see that on Eyrun s account neither the deposit bonus NOT free spins were used.! please check

what if I lived in a student dorm where the same IP address is for tens of students- all the winnings would be confiscated for each of them as they used the same computer BUT individual account?? If it is not allowed to have the same IP for two completely different accounts why were we allowed to open Eyrun s account at all, why was she allowed to make a deposit, and play for hours? If she had been losing money then nothing. But as she won a bigger amount it is automatically fraud. No wonder Betamo is on a black list. 

also dear Betamo, I have re read T&C about accounts and so on- and it says "each player can create only one account". Creating multiply accounts can lead to termination etc etc. So - in my case, I assume my friend Eyrun and I were accused of creating multiply accounts. I have my own account, Eyrun has her own account. She has not even used her bonus free spins. The only mistake she did was that she used my mobile phone to sign in to her account. can not see anywhere in terms and conditions that people can use only their own phone, computer, laptop to play. I would think the emphasis is on the account- that one person can have and use only one account which makes sense. So I really hope she will get her money back asap. As this has obviously been a mistake- not made by us.

hahah Eyrun just got the very same email from them- I think they dont even check the complaints.

Hello all, 

The evidence has been sent to the moderator. 

If you need more information, please do not hesitate to contact me. 

Hi Vlad

please, send me the evidence.

do you need my email address or we can talk on Betamo? my account is still not closed there so

well, looks like my account on Betamo is closed for CHAT...this is the window that opens all the time.

soooo okay, not only that they closed Eyrun s account but customer service on Betamo is unavailable for me✌️

one more friend of mine contacted me- he is also a player on betamo and comes to my place sometimes to play- he told me that Betamo closed his account as well as it was a duplicate... 

I think I understand the main problem now that my friend Halldor has his account closed as well. Too many people have been playing from the same IP- even though we are three different people, with three different accounts- using my phone or PC seems to be the problem.  We could all make a video recording , all three of us in the video where we introduce ourselves, show our IDs, and talk about what happened- I think that should help solve this case.

also- one thing that Betamo clearly forgot to mention or maybe even double check. The IP address and even the location of the players- Mine, Eyrun’s and Halldor’s- and to check their device. Everyone created their own profile on there own device and most likely played a few times. This just proves again what I am saying that we are three people with three accounts. Just check the history of the accounts- when they were made, where( I am sure you can check the location and IP). 

Basically what I am trying to point out or ask for is for Betamo to check the history of the IP or device. My friend created her very own account from her own phone and the same day she played and lost for a certain amount. I have made my own account from my phone and have played and lost quite a lot. The day/ night she won she used her own account, no free spins/ bonus was used- the only thing is that she was staying at my place playing on my phone.  The check in history on account also shows that she has used her account and device quite a few times. even for making the deposit that day it was her own phone that she used. Checking the history will clearly point out that my friends and I have our own accounts, and own IP addresses, we just happened to play at each other s place at some point. 

I have been asking the representative of Betamo for evidence since yesterday- also keep contacting them via email- all I get is an automatic response - most likely my message are not even being read.

tried contacting Betamo again- asking if its legit to confiscate a person s winnings only becaus she used her friend s phone for playing from her own account. The customer service asked me to wait until they check I have been waiting and waiting- my message was only delivered but not read and then chat session ended due to too long inactivity.....

read the terms and conditions one more time- all I see is one account per player. In me and my friend s case it is exactly like that. I have my own account and she had hers until they closed it down after confiscated her winnings. I dont see in the terms and conditions anything about not being allowed to play on a friend s , family member s device from your private account. 

hello Casino guru, any feedback from Betamo?

Dear Gita,

I do apologize for a delay and thank you for your patience. We were back and forward with the casino over the last few days. 

You will be contacted by a casino representative and I can say it looks very promising. Please keep me updated, I will be waiting for your reply patiently. Thank you once again for your patience.

Hello Petronela!!!!

thanks for your email! for now the situation is the following- they unblocked her profile and she tried to cash out the money- it has not been approved yet but lets hope the best. She had to send a photo of her with a paper holding which says Betamo and today s date and also another photo with her holding an ID in her hands. i will keep you updated and thanks for all your help so far!!!

great news!!!!! Eyrun got all the money! you guys are absolutely the best! so I announce now the case solved and closed!!!

Super awesome Gita, great news.

I would like to thank Vlad from BetAmo Casino for all his patience and Daniel, our Social media and community manager, for countless advises.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

thank you for both CasinoGuru and Betamo. A bad experience turned to something wonderful.  I am grateful to all of you guys for your help.