Betcrypto Casino - Player's account closed and winnings forfeited due to alleged multi-accounting.

What happened:: To set the scene, I found this casino from here and from the owners reddit posts. I created an account last year and had some fun. I started losing in December and decided to close my account. Roll around March this year, I get the urge to have another go. I check the website and my account is gone - which makes sense. I create a new account, deposit and start to play. This was my one and only mistake...

I never use welcome bonuses, I prefer to play only with raw deposits for context.

Well, I had the week of my life. I put in around 4500eur, and in the end I got 2 max wins on different hacksaws and my balance peaked at 35000EUR. I have linked an image of this below. My first withdraws went OK, but this casino still has withdraw limits of 5000 a week, so I was stuck after my first 2 withdraws.

Late last night, my heart falls out my chest - an email from BetCrypto. "Your Account has been terminated". This must be a mistake? But no, they've closed my account and are forfeiting all my funds due to multiaccounting. I tried talking to the owner, but his final say is that "it has been determined that you have disregarded this rule by maintaining multiple accounts on our platform", and that "However, it is essential for us to uphold the integrity of our platform and ensure a fair gaming environment for all our users. The rule regarding the prohibition of multiple accounts is in place to safeguard the fairness and transparency of our services.".

I've only ever had one open account with this site, and I never used any wagering or bonuses - I am a completely fair cash only player. I feel like this is a classic case of a casino using whatever fine print it can to get out of paying out a big win. The sickening thing about this is that the wins were probably the luckiest things that have ever happened to me, and I was planning to pay off all my gambling debt with this.

I'm only posting a complaint here as I have exhausted all options with the casino owner - obviously he does not want to pay me out. I post this here because I want it on the record - I trusted this casino and now I feel like I have been betrayed. I'm being treated like a cheat when all I ever was, was honest.

I didn't even want to make this complaint, I hoped that I would be able to clear things up with the owner, as he seemed reasonable. Alas I've been completely stonewalled.

Dear jdmaster,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that creating multiple accounts is prohibited by most online casinos, even if previous accounts have been closed.

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Was any of your accounts verified?
• Did you discuss the possibility of reopening the old account (or creating a new one) with the casino?

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,

Kristina

Hello Kristina,

I focussed entirely on slots, I am a big slots player and I had the once in a lifetime event of hitting 2 max wins, which lead to my 26,000+ balance. I did play a few hands of blackjack when my balance was at its peak of 35000 euros, but I just lost 7000 euros doing so.

I assume that my account was verified, as I had both made withdrawals and deposits before hitting my max wins. It was only after these wins that I was locked out - and I was locked out the day before I would have been able to make a new withdrawal request.

I had not been in touch with the casino about the original account. I think this is my only mistake, but I never used any casino bonus promotions or tried to abuse the system, so I feel like I'm being taken down on a technicality. It certainly doesn't feel like it justifies the confiscation of a once-in-a-lifetime set of wins.

Your help and input are most appreciated - I'm just trying to get a fair resolution here, and I will remain honest at every step.

Thank you very much for your reply, jdmaster. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I've emailed in

Thank you very much, jdmaster, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Thanks, I'm hoping for a positive resolution as well. 

Hello jdmaster,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BetCrypto Casino to join the conversation and participate in the resolution of this complaint.

Dear BetCrypto Casino,

Can you please provide more information regarding the player's use of multiple accounts? Was the first account inaccessible when the second account was opened? When was the first account last accessed, and when was the second account created? Were either of the accounts verified?

Kind regards,

Adam

Hello jdmaster,

I have made contact with the casino via email and I am now awaiting further information. I will therefore extend the timer accordingly.

Kind regards,

Adam

Hi, I'll keep an eye on this. This a huge amount to me so I hope this can be resolved positively.

Hi all, as per our terms and conditions (https://www.betcrypto.cr/terms-and-conditions/) we don't allow multiple accounts by one single player, it does not matter if it is inactive or disabled, we don't do KYC and this is the only way we can have some control.

This rule is even bold and red, making it impossible for a player to miss it.

JDmaster originally registered on our website with the email (JDSLIDEMASTER@GMAIL.COM) BCE228, in December he asked our customer service to disable his account and our team did, if he wanted to play again he just needed to write to our support email or live chat since he did not request self-exclusion.

But on February 5, 2024, he opened a new account that violates the terms and conditions (notjdslidemaster@gmail.com). JDmaster did not do his part as a responsible player and read the terms and conditions to see what is allowed and what it is not.

With his account BCE239 , he was able to withdraw all his initial deposits + profits before the system flagged it.

Thank you for your response, Betcrypto Casino.

Dear jdmaster,

According to the response from the casino, you have been able to withdraw all of your winnings before your account has been closed, can you please clarify if this is the case?

Kind regards,

Adam

Hello

What the casino is saying is that I withdrew all my deposited funds.

Unfortunately I had only just begun to withdraw winnings, I was held up the withdrawal cap that they have and had to wait to withdraw.

I still had €26,000 on the account waiting to withdraw, and they closed my account on the morning I would have been able to start withdrawing.

I've attached an image showing my P/L for the week before they closed my account. It's not quite my final balance of 26,000 - I played through some additional funds after I took these screenshots. I can't take further screenshots as I am closed out of the account.

Thank you for the additional information, jdmaster.

Dear Betcrypto Casino,

Can you clarify the amount of funds that have been confiscated from the player, and if this has been done purely because a new account has been opened? Were any withdrawals already processed from this account? I appreciate you stated that you don't do KYC and this is the only way you can have some control, can you explain this further - how was the second account detected? Did the player use bonuses at all on these accounts, or break any other rules that have resulted in the funds being voided?

Kind regards,

Adam

Hi for his second account BCE239 we confiscated 24k EUR, for that account we processed a total 15k EUR withdrawals before we detected it was a second account.

He didn't use any bonuses or broke other rules, he just broke the second account rule.

Additionally, we have emails from him admitting that he had a second account, and he also admitted it on other forums.

Hello Betcrypto Casino,

Thank you for your response.

I have found the rule mentioned in the terms and conditions as follows:

"16. Multiple accounts rule

Multiple accounts are not allow , please don’t open multiple accounts play fair and square!

If we catch a player with multiples, we are going to seize all winnings and deposits"

It would be understandable that this could be interpreted to mean multiple accounts which are active at the same time. Can you please clarify if it explains anywhere that this also applies to opening a new account after closing a previous one, or if it explains what a player should do in such a situation?

Kind regards,

Adam

I was fairly sure the remaining balance was 26k, would be happy for the casino to post logs stating otherwise though.

In terms of admitting ownership of the accounts, I did so from the start as I have tried to be honest at every step. Given that I only had 1 active account at any time, I'm not going to try and lie as I feel at worst I made an honest mistake. As the rules say "Play fair and square" - I'd say that I did this at every step.

Hi we think the rule is really clear the opening of multiple accounts is not allowed we don't do KYC so for example if we ban a player he could go and open a new one that's not allow it doesn't matter if they are active at the same time or not, the rule is clear "NO MULTIPLE ACCOUNTS" any responsive player would have read the rules and email our support if he wanted to re-enable his account.

Also, i read the TOS of other sites, and we are not the only ones who have this rule of not multiple accounts i can link those TOS here, and they are popular sites in this forum

about the balance logs here it is

Happy for the disputed amount to be updated to 24,000 euros.

Dear jdmaster,

When you registered the second account, was there any warning that your details were already associated with an account? Can you explain if you used the same details as previously to register your new account, and what influenced your decision to use the email "notjdslidemaster" for your new account?

Kind regards,

Adam

Hi Adam

There was no warning, and nothing influenced my decision as that's just my alternative email address. There would be no details in common other than a similar email address, as they do not record Name/DoB.

When setting up an account there is no message and no link to terms and conditions. I actually just checked and there isn't even a clause saying that terms and conditions are accepted, just a recaptcha. If there was any form of warning about second accounts I would have went straight to support.

I've attached a screenshot of the signup page, clearly showing fields and no T&C disclaimer or link:

Hello jdmaster,

I have tested this myself and got the following message:

It seems fairly clear that if you attempted to register again with your previous email, you would have been made aware that the email was already linked to an account.

That being said, even though you have technically breached the terms and conditions by registering the second account, I would like to ask the casino to take another look at the situation. You have not claimed any bonuses, or broken any other rules, and no harm has been caused to the casino by this account as the first one was not active. You have also been completely honest about creating this account from the start, and it seems it is a genuine mistake, either due to not reading the terms or due to misunderstanding them.

Dear Betcrypto Casino,

I appreciate that the player should have contacted the support regarding reopening their old account and that many casinos operate with similar terms. However, it might not always be fair to apply a rule just because you have the ability to do so, and we urge casinos to assess each case individually. If a player creates multiple accounts and uses them to gain an unfair advantage or to abuse bonuses, they of course should be penalized for this. In this case, the player gained no advantage by opening the second account, and I see no disadvantage to the casino either as only one account was active. The player was also able to deposit and play, the account only being flagged upon requesting a withdrawal.

Can any sort of compromise be reached in this situation?

Kind regards,

Adam

Thanks for your response. I don't think I had tried to register again with same email address, but perhaps the casino has logs that do or don't show that?

In line with your response, all I'm hoping for is a reasonable response and solution. I don't feel like I've tried to be unfair or cheat the casino, and the response this far feels like it has been very harsh.

After careful consideration, we have decided to maintain our current decision. We have invested significant resources in maintaining the integrity of our site by keeping it free from abusers. Therefore, if we detect someone with a second account, the penalty is the freezing of the funds in that account.

This measure is necessary because, we do not perform KYC , and we cannot ascertain whether this is another account belonging to one of the malicious players who have exploited our bonus systems, cashier systems, horse pools, and more.

Our system did not flag this account because the player had requested a withdrawal. We had already sent him $15k before it was flagged by the reason we shared with the casino guru staff.

Furthermore, the player resorted to using another email address because our system prevented him from opening a new account with his original email.

If you're going to post total withdraws you should be transparent about the deposits on this account, which were also in the 000s of euros. I still don't agree with your stance, but let's see what Casino Guru says.

Dear Betcrypto Casino,

You stated "This measure is necessary because, we do not perform KYC , and we cannot ascertain whether this is another account belonging to one of the malicious players who have exploited our bonus systems, cashier systems, horse pools, and more."

Couldn't matches to these malicious players be detected in a similar manner to the way this account was attributed to this player? Is there any evidence that this player has gained any unfair advantage?

Kind regards,

Adam

That is absolutely ridiculous.

So now we've reached the stage where you're just willing to lie in the hope that it makes this go away.

The ironic thing being that I did ask you to settle weeks ago, saying I'd be happy with even half of the disputed amount if it would get us moving towards a resolution.

I no longer feel that way, and I'm keen to see what Casino Guru have to say on this now.

We can attach all the emails threats we have received demanding payment to this player and in fact we got Ddos attacked today they took our website down for a couple of hours we can attach also proof

Hello all,

Firstly, I should remind you all that any posts will be visible to all involved parties when posted to this thread, although they can be kept from public view. Should either the player or the casino wish to contact me with anything confidential, please do so via email (adam.m@casino.guru).

Dear Betcrypto Casino,

Please provide evidence regarding this accusation to the email address provided above.

Kind regards,

Adam

Dear Betcrypto Casino,

I have received nothing further from you, I once more ask that supporting evidence be provided to me via email (adam.m@casino.guru).

I will extend the timer for 7 days. If there is still no further response, the complaint will be closed as 'unresolved', and have a negative effect on the Safety Index of the casino.

Kind regards,

Adam

They're leveling a very serious criminal accusation at me, I believe to make themselves look better. I hope people can see the seriousness of this kind of false accusation.

On top of that, they're saying I "acted like other cheating accounts" with nothing to back that up? If playing with raw balance on slot machines is a method of gaining advantage, I'd love to see them post the numbers to back that up. As it stands, they're just getting the best of both worlds by not having to pay out the extremely rare big wins on these slots.

We are compiling all evidence and we are going to share it soon with the staff of casino guru, also the Ddos attack stopped right after we mentioned it here, what a coincidence right.

I can only say I'll be very interested as to what evidence there could possibly - I haven't done anything?

The only thing I've done is played slots, I genuinely cannot believe the ridiculous farce this has become.

We would like to ask the 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’ which may negatively affect its rating.

Hi Adam we are compiling all the info into a word doc is quite extended , it will arrive to your email this week

Hello all,

We will wait for the evidence from the casino. Once received and reviewed, I will post our conclusions.

Kind regards,

Adam

This is still ridiculous - it has been 2 months and we're now at the stage where the casino has been working on fabricating evidence for almost 4 weeks of that.

Hello jdmaster,

I have today received the evidence from the casino and this will now be reviewed. Thank you for your continued patience.

Kind regards,

Adam

Thanks Adam

At this point its pretty clear there won't be the resolution I'm hoping for, but please reach out to me for any clarification or confirmations required.

Regards

Dear jdmaster,

We have reviewed the evidence from the casino, and the case as a whole has been discussed with our management team. The decision was reached that we are unable to help you any further with this case.

There is no way for us to prove any link between you and any attack on the casino's website. However, there is a popup that you would have seen if you used your email to try to create an account, and it does seem that you have directly gone against the terms of the casino by knowingly opening the second account with an altered email address. I understand it is a very frustrating situation but because of this, I am afraid there is nothing further that we can do and we have no choice but to reject the complaint.

Kind regards,

Adam