Betcoin.ag Casino - Player's account blocked due to multiple accounts rule violation.

They accused me of multiple accounts.. I will not deny this, I have had an account with them, but on their old platform which I haven't used for over a year or more..

When I saw that they have a new site, I decided to register on it. I haven't used any other accounts other than the newly registered account, I can't even remember the username or details of the old account.. So that would not possibly count as fraudulent or double accounts..

Now they seized my money and blocked my account on ground that I breached their terms.

Hello judeknet,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betcoin.ag Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what do you mean by new platform? Since when is your new account registered? Did you ever use bonuses on your first or second account? How much did you deposit into your second account? When was the last time you contacted the casino and what was their respond?

Looking forward to your answer.

Regards,

Nick

They had an old platform with dormai old.betcoin.ag and a new one which is

new.betcoin.ag

I had an account with the old platform which I last used on 23rd March 2023..

I recently opened a new account and they flagged it as double accounts and retained my funds(deposits and winnings).

I never used any bonuses on any accounts as I can remember..

I have made 3 deposits on the account with ZERO withdrawal. 50usdt, 237usdt, 63usdt totalling 350usdt..

I contact them both on email and live chat but they ignore my mails and chats..

The last they replied was on 8th September, when they notified me of my account being blocked and funds confiscated for multiple accounts and breach of terms..

Hello judeknet,

Do I understand it correctly that you could not use your old account on the new platform or why did you create a new one?

First of all, the old platform was laggy, unattractive and complicated. It's very difficult to navigate.. I had to stop using it.

Six months later, I saw a they have a new site. I instinctively decided to register on it and forget everything about my old account on the old platform.. Since I have not funded or used it for 6 months, I didn't think i would have any problem..

Some platforms would require a customer to register a new account even they change their site..

In as much as I haven't used the old account, why would it be a problem? if it's still active, they should block it and retain my new account. That's what a reasonable company would do.

Hello judeknet,

If the casino goes through redesign it doesn't necessary mean that it is a new casino and you have to register again. The best way to prevent such situation in the future is to ask the support or to try to retrieve your old account first as most casinos does not tolerate multiplicity.

Could you please advise if you did use bonuses on your old account and if you did claim any on this new one?

I never used any bonuses.. Both on the old and the new account..

I always know that bonuses are a trap for customers so I avoid them.

I never used the old account for 6 months..

If I didn't use the old account, there is no way it'll be considered as a violation because it's already an abandoned account. They should have just closed the old one since I didn't even use it.

Thank you judeknet for all the information provided. As long as you did not use bonuses on your accounts and the old one was inactive for longer period of time the casino might reconsider their decision. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello judeknet,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know it is strictly forbidden, in the majority of the casinos, to have more than one account. I will try to contact the casino to see if anything can be done here, but please bear in mind that it is up to the casino to decide if they will be able to reconsider their decision.

We would like to invite Betcoin.ag Casino to join the conversation.

Dear Betcoin.ag Casino,

I understand that every player is allowed to open just one casino account, but if the player's old casino account was really not used for months and the player opened a new account unknowingly that the old account was still active, I am not sure if the player gained any unfair advantage with this. As long as all the "normal" gameplay was only in the new account and the winnings were gained according to the rules, we believe the winnings should not be voided. Can you please provide more info about this situation?

Hello Casino Guru team,

We have sent you via email proof that this player has not only maliciously violated multiple terms of service, but that several of the things he stated in this complaint are inaccurate. Thank you.

Please, can you point out the several things I said that are inaccurate?

Show me proof that I have used both accounts simultaneously..

My first funding on the new account was 50usdt on 2nd September 2023..

There is no deposit or betting activity on my old account and I'll be glad if you can show the proof of deposits on the old account..

The last transaction on the on the old account was on the 23rd March 2023.. Which was a withdrawal of 532usdt..

After that, there hadn't been any deposits in the account..

Thank you for your email and the provided evidence, Betcoin.ag Casino Team.

Dear judeknet,

While we understand that players may inadvertently or unknowingly create multiple accounts after initially opening one several months ago, we maintain that this alone should not serve as sufficient grounds to seize a player's funds. However, in this particular case, it is evident that you accessed your old account mere days prior to creating your new one and even during the time you opened the new account. Notably, the casino's team had imposed certain restrictions on your previous account. Instead of seeking clarification about this and regarding any past concerns and cooperating with the casino's team to reactivate all functionalities for your original account, you knowingly established a new account, thereby violating the casino's terms and conditions.

7. PLAYER ACCOUNT

7.1 Each player can create only one personal user account. There can be no more than 1 account created per household, IP and device. 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. 

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help. 

Best regards,

Michal

Casino Guru