Betcoin.ag Casino - Player has been accused of opening multiple accounts.

i am having very bad experience with Betcoin.ag they try to steal all my money. they closed my account for no reason, claiming it as a multi-accounting. I have never opened any other account, and i dont understand how they can do like this to the clients. To be honest i am very shocked, and i dont know what to do,i feel robbed. Can anyone help me?

Dear Nargiza,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casinos General T&Cs (https://www.betcoin.ag/support/betcoinag-terms-service)and I found this:

"7.1 Each player can create only one personal user account. Creating multiple user accounts will lead to termination of the accounts. All betting accounts you try to open may be blocked or closed and any bets may be voided. Depending on the severity of the case Betcoin.ag holds the right to withhold or take any funds deposited to pay for damages and/or the prevention of future misconduct."

Is there any chance that you created the account sometimes in the past? I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account.

Additionally, please, forward any relevant communication to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

pn hello, thank you for your answer, i have never opened any other accounts on betcoin.ag , and i am ready to do any KYC to get my money back. i have account for over 1 month, and about VPN, i have vpn on my google chrome, because i need it due to my work abroad, maybe i was logging in when vpn was turned on accidentaly, but i dont need vpn to play this website, as it accepts players from Latvia, so why would i need to cheat with vpn..its not the case i think. they just want to take money. i said to them even if you want to close account, how you not returning deposit it is ridicilous. So i never opened any other accouts there thats for sure, and even if vpn was turned on, is this the case to take players money?

Nargiza, I checked the T&Cs and I found this:

"2.8.9 Betcoin.ag allows VPN used in order to achieve a stronger and more secure connection, however Betcoin does not allow VPN use to violate any rules in this Betcoin terms of service including but not limited to multi-accounting, website abuse, cheating or accessing the website from a restricted region."

According to this term, using a VPN should be okay if you didn't use it for highlighted activities. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

yes thank you, as i said maybe by accident vpn was switched on at some point, but i dont need vpn as Latvia are allowed on this website..i had no problems to log in. And for sure i dont open any other accounts there, if they want to prove i am ready to do KYC, or whatever they need to check my identity.

hello, you need maybe my emails with them? to see the conversation?

Hello Nargiza,

I am very sorry to hear about your problem with the casino. Would you be so kind and send us a screenshot of your conversation or forward to us the email from Betcoin.ag Casino support, please? Thank you in advance.  

You can send it here: yuliia.k@guruadmins.com.

Hello Nargiza,

Thank you for the quick reply.  I will contact the casino and see what its standpoint is.

ok, thank you very much, i am very stressed, i really hope to return my deposit at least. if will be possible all, than i will be happiest person.

Thank you for bringing this complaint to our attention. We have reviewed this matter in detail and our security team has proven that without a doubt this player was found to have used multiple accounts to maliciously abuse the TOS at Betcoin. For security reasons, we cannot disclose our investigation publicly, however we have sent the evidence privately to the casino.guru team and await their reply.

Betcoin you must be joking. I swear to god i didnt open any other account in your website. Lets do KYC if you think i did many account, why you scared to do that? Because you just want to steal money for sure. and you dont want me to proof that i didnt make any other account, because in that case you need to give money back.

Dear Nargiza,

Unfortunately, we are so sorry that there is nothing much we can do in this matter. The casino has provided us evidence to sustain their claims that you breached the casino terms. After an examination of the proofs from the Betcoin.ag Casino, we decided in favour of the casino. The proofs provided by the casino are clear, and the casino has the right to block the player account. 

Nargiza, if you disagree with our opinion, you can always file a formal complaint to the casino regulator. 

I 'am closing the complaint now as "rejected".

Best regards,

Juli