Betcoin.ag Casino - Player was accused of opening multiple accounts.

Hi,

full story can be seen at the link below:

https://bitcointalk.org/index.php?topic=5441329.0

summary below:

"  

Trust: +0 / =0 / -0

BETCOIN.AG closing my account and keeping my funds

February 26, 2023, 07:13:51 PM

    +Merit  #1

Betcoin.AG has closed my account without my permission, and it has been over a week since my withdrawal request and I have received nothing.

I loaded 4kusd via crypto and ran it up to over 8k in the sports book, i did their KYC, and since then my account has been inaccessible, when i login it says "user is disabled Launch error 401" - this error pops up even when im trying to do something as simple as making a support ticket

I talked to their live chat on their websit which thankfully worked, and they provided me contact@betcoin.ag to reach "management"

here is the email thread below:

Initial emial:

> Hi,

>

> My account has been disabled and i am waiting on a pending withdrawal

> still and also have an active account balance

>

> this came after i did the verification that my support ticket

> provided.

>

> i did everything that was asked except when they said i have to use

> the device that i played on i couldnt because i played from a computer

> that doesnt have a web camera, desktops dont have that

>

> let me know if i can be of further assistance i would like to play on

> your site again and get my withdrawal.

>

> thanks

reply:

Hello, your new account was suspended, as you asked for a 60 day

exclusion 3 days prior on your original account. We take responsible

gaming very seriously. Please do not create any additional accounts

during the exclusion period. Once the 60 days has passed, we can reopen

the original account, only. We will return the deposit on this account,

as a courtesy. If any other accounts are found, they will have the full

balance withheld, including deposit, per our terms of service. Please

provide a BTC address to return the deposit.

Regards,

Security

reply from me:

What original account i never had another account with you guys? I never excluded myself i honestly an unaware what youre talking about do you have more details? I would not self exclude. Something very wrong is going on here i want all my funds returned not just the deposit

Please provide further details

Thanks

that's it, since this email i have not been provided any information, i have not been sent ANY money despite already putting a withdrawa request in weeks ago, and they've completely locked me out of my account with over 8k usd in there."

To date, there has been communication from the site OP on bitcoin talk per the aforementioned thread in the link i provided:

on the thread you will see the site has agreed to send me my deposit back and they have, however, they have witheld my winnings and continued to lock me out of my account saying that i've excluded myself prior to playing on there which is untrue.

thanks

jset21

Dear jset21,

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 before we proceed.

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,

Tomas

To be clear, the accusation from the site is that i self excluded. That is the claim they are making for why they aren't paying my winnings

My girlfriend created an account but never used it. I attempted to pass the kyc after they requested it, after i withdrew, not sure if it was successful as i was immediately locked out of my account once completing it

i did not use or activate any bonus features willingly upon signing up to my knowledge. Hard to know for sure now as i have been locked out of my account.

let me know if i can help any further

thanks!

jset21

Dear jset21,

Thank you for your patience.

Could you please explain what the casino means by referring to your 'original' account? Did you previously create any other accounts in the casino you had access?

Did your girlfriend ask to be self-excluded in the casino perchance?

My girlfriend has never asked to be self excluded i dont even think she ever wound up using their site.

i really have no clue what they are referring to by original account, i didn't create any other account with them.

Thank you very much, jset21, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jset21,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I want to double-check a few things. The casino mentioned this...

How many people have access to your devices? Can you prove that no one else had created an account at Betcoin.ag Casino from your devices? Did you already received your initial deposits from Betcoin.ag Casino?

I will contact the casino to see if I can help.

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

Dear Betcoin.ag Casino,

Can you please provide more information about this situation? Can you please forward me the evidence of the supposedly multiple accounts and the request for the 60-day responsible gambling exclusion to my email michal.k@casino.guru

Hi, thanks for looking into this further.

My girlfriend and I live together, other than that nobody has access to my devices.

what possible proof could i provide theorhetically that no one created an account on my devices? How could this be proven?

I got my deposit back but i never got any of my profits of approx 4800 usd, this can all be viewed on the thread i posed on my initial query/complaint with Casino Guru

let me know if i can provide any more information

thanks

Jset21

Dear jset21,

Please forward all your details to me at michal.k@casino.guru like full name, residential address, email address, DOB, you provided when registering as well as all your device's IP and mac address you have used for accessing your casino account so we can compare them with the evidence we have received from the casino. 

Can you please confirm that your girlfriend didn't have access to your devices? She has not opened an account for herself at Betcoin.ag Casino or she have not accessed your account?

Hello, we have sent email evidence of the self-exclusion, as well as the location and device match to Casino Guru. The deposit was returned to the player the same day he provided a Bitcoin address to do so.

Thank you for your response and the provided evidence, Betcoin.ag Casino team.

Dear jset21,

Thank you for providing me with all your details. Sadly as I have mentioned in the email I have sent to you, after gathering all the required evidence and facts we are forced to agree with the casino's decision in this case. 

More accounts were created from the same device with matching IP addresses, Device ID, GUID (globally unique identifier), and other information, as well as there, has been a request for self-exclusion for 60 received by the casino from the same device. This is strong evidence that forces us to believe that Betcoin.ag Casino management acted according to their T&Cs.

The return of your initial deposit can be considered a generous act from the casino, because if they would strictly act according to their T&Cs you have agreed when creating your casino account as mentioned here:

7. PLAYER ACCOUNT

7.1 ... Betcoin.ag holds the right to withhold or take any funds deposited to pay for damages and/or the prevention of future misconduct.

Betcoin.ag Casino could have withheld the whole amount.

I am afraid I am no longer able to pursue this case. The evidence provided by the casino completely contradicts your statements that you only have one account, and if we agreed with you, we would be violating our own regulations, which as you understand we cannot do. 

Please let me know if we can consider your complaint as explained and thus resolved, or if you still feel that this is not resolved in your mind, we will classify your complaint as an Unjustified complaint, and it will be Rejected.

Best regards,

Michal

Could have held the whole amount? thats supposed to be a consolation?

their claim was that I self excluded my self, and thats why the funds were with held? did they prove that? because if not then essentially what you've done here is found another violation of the casino's T&C's on their behalf? is there any reason why you would go out of your way to do that?

wheres the evidence? can you send it to my email?

Dear jset21,

As I have mentioned in the email I have sent to you, after gathering all the required evidence and facts we are forced to agree with the casino's decision in this case. 

We can't share any confidential information as per our company policy but rest assured that we at Casino Guru always make our decision according to the available evidence and facts.

I understand your frustration, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

As I have mentioned previously Betcoin.ag Casino management acted in accordance with their T&Cs to which you agreed when you created your casino account.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 

If you feel you want to take this complaint further you can contact Curacao Gaming authority here (info@gaming-curacao.com) and submit a complaint to them. Let me know if and how they replied at michal.k@casino.guru

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