The player won €3,300 playing with the welcome bonus. He uploaded documents to verify his account. The next day, he received an email stating that his account was closed because the casino believes he has another account. We rejected this complaint because the casino sent us a proof that the player has multiple accounts.
BetAmo Casino - Player’s account was closed.
Amount: €3,300
BetAmo Casino
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7.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hi there,
I won € 3,300 at Casino Betamo with the welcome bonus. I met the wagering requirements. After I uploaded all documents for verification and accepted them, an email came one day later:
"Account closed for duplicates. Dear Player, during the security check we found out that your account has a duplicate. Please note that it is only allowed to have one Account per player / IP / device with or without bonuses. You have breached this rule Therefore, the decision was made to close your account and confistcate the winnings. The decision was made by the casino`s management and it is final. Best regards, Casino Support Team ".
I only have this account in the betamo casino, when I asked live chat I couldn't get any information as to what exactly I should have done wrong or what "duplicates" are all about.
Automatic translation:
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4 years ago
Dear Rouven,
Thank you for submitting your complaint. I am very sorry to hear about your negative experience, but it is completely common for casinos to close an account with duplicate name, address, phone number, IP address or other personal data. Before I contact the casino regarding this issue, I would like to know if you are sure you don’t have another account at this casino, maybe created in the past.
Thank you in advance for a reply.
Best regards,
Kristina
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4 years ago
Translation
Hello Kristina,
many thanks for your help.
I have followed the rules and only have one account at this casino. So I don't understand what I should have done wrong.
MfG Rouven
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4 years ago
Thank you Rouven, we would like to ask BetAmo Casino to comment on this case.
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4 years ago
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Thank you,
I emailed me the exact reason that I might be able to understand.
But the same email just came again.
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4 years ago
We would like to ask the BetAmo 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’.
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4 years ago
Translation
And then ? What if BetAmo doesn't comment on it?
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4 years ago
Hello Rouven,
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 impact 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.
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4 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
We would like to ask BetAmo Casino for a proof, that this player has duplicate account. Could you please send it to my email address (kristina.s@casino.guru)?
Thank you very much!
