Betcoin.ag Casino - Player's account has been closed for suspicion of multiple accounts.

Hello, Casino Guru team,

Betcoin.ag Casino has accused me of having multiple accounts and has disabled my account, which still has $3300 in it. I have made two deposits, totaling $1100.

I can prove that I only have one account. The email used to register with them is a QQ email that I have used for 16 years, which I only use for important applications.

Additionally, my transaction records also prove that I have had no other transactions with their casino, only two deposits: $300 and $800.

If they need details of specific transaction dates, I can provide them. There are absolutely no transactions related to their casino. I hope to fairly recover my funds. Thank you.

Dear ka02, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards

Veronika

Thank you for your prompt response. I live alone and have not shared my IP address with anyone to create an account at Betcoin. I have not completed the KYC verification process. Additionally, I have not used any bonuses; I only deposited funds to play my favorite games.

If you need any additional information to assist with verifying my account, I am more than willing to provide it. Thank you.

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

Also, have you used any VPN or IP-masking software to access the casino website?

Thank you for your cooperation.

Betcoin disabled my account without providing any notification. I did not receive any email from them regarding this matter. I sent two emails to Betcoin, but received no reply. Yes, I used a VPN because I need it to watch live streams on Twitch. I also used the VPN to create and access my Betcoin account. I will now organize and send you the emails Betcoin sent me during registration as well as the emails I sent to Betcoin. Thank you.

Hello, I have been using a VPN for a long time and use it to access any online casino, unless the casino restricts IPs by region. I have attempted to send you an email regarding this issue, but it consistently fails to send. I also tried using another email account, but I am unsure if you received my messages. Therefore, I am providing the necessary information here. Please let me know if you need any additional information. Thank you.

I created my Betcoin account at 12:20 PM on August 26th and received their email verification.

On August 26th at 5:39 PM, I made my first withdrawal of 2000 USDT from Betcoin Casino. Due to my unfamiliarity with the withdrawal process, I accidentally clicked the wrong option, which led to the withdrawal being canceled by me.

On August 26 at 5:54 PM, I initiated a withdrawal of 2090 USDT again. This time, I understood the process and am waiting for the funds to be credited.

After waiting for a while, I contacted customer support to find out how long it would take for the funds to be credited. Customer support informed me that since this was my first withdrawal, it would take 24 hours to process, so I would need to wait patiently for 24 hours. After 24 hours, when I logged into my account again, I found that my account had been disabled.

On August 27 at 12:25 AM, I sent the first email to the Betcoin team and then went to sleep. When I woke up, I still hadn’t received any response.

On August 27 at 9:36 AM, after waking up and not seeing any response, I sent them another email. However, I did not receive any further reply from them.

Since the images have exceeded the upload limit, I am unable to upload any more. The response I received regarding the disabled account was from Bitcointalk Forum:Hello, as you know your account was permanently disabled for abusive betting and multi-accounting. This matter is considered closed, as you had already been warned. Do not create any additional accounts, or they will be closed and funds withheld, including deposit, per our terms of service. Regarding your claim that we would have left the account open if you had lost, that is 100% false. We do not want you as a player, win or lose. As we have responded to this claim, this issue is considered resolved. Any further remarks by you will be considered spam and removed. As always, players are welcome to contact a 3rd party mediator of their choice. However, you have already contacted one on your previous account (notice I didn't say last account, as there have been many since). Stop creating accounts.

Thank you for your replies.

I have checked the Terms and Conditions of Betcoin.ag Casino, and this is what I found regarding the use of a VPN:

2.8.9 Use of VPN, proxy, virtual machine or any software to modify the location of internet connection is prohibited and is subject to penalties up to and including seizure of account.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.

Best regards

Veronika