The player from Italy has been accused of opening multiple accounts. Admittedly, his mother had an account in the same casino. Player’s complaint has been resolved successfully.
Betfair Casino IT - Player has been accused of opening multiple accounts.
Amount: €18
Betfair Casino IT
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi, I'm writing again because a problem appeared to me and I don't know it was sent .... practically there was an error, I received a confirmation message of the email number and password, and I entered another phone number , after that my account was closed or blocked, I contacted support and they told me it was closed for duplication but as I said it was a mistake, I did not try to do anything wrong, I thought nothing was happening by changing phone, now there was also some money and I was told in 15 days to make another account and have it paid there, but you can't unblock the account directly?
Now I remembered that the new number I entered was certainly the one of my mother's old account, but before creating another account I had warned them to delete that account in order to make another one, since they could not re-enter the my mother thought that the request had been accepted, so I proceed to make a new account with the same way etc., and she does it in fact it is 2 years that I have it is without problems, then this message arrives, not for those 18 euros compared to how many I have lost are nothing, it bothers me that they must think that I have tried to duplicate accounts, which is not at all true
Automatic translation:
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2 years ago
Dear Gaetano,
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. Do you and your mother share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you activated any promotional offers when depositing funds into your account? Was your account fully verified in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi thank you very much for the answer, yes practically before signing up in my name, I had my mother's account, then just after giving me a new email, post pay etc., I decided to open an account directly in my name, so they I contacted to explain the situation and have the old account deleted and if it is possible to create a new one, not being able to access my mother's account I continued to create mine for 2 years no problem, now I get this email they wanted the confirmation and I change the number, only after having thought of everything I resolve that maybe it was the number I had put in my mother's account, I contact them and they tell me what I wrote before, now just having talked to another kinder he tells me again about the 15 days thing and that the account has been closed due to the changed number, I ask him if I can put my data back, and he replies yes, and for the transfer or problems in general I have to contact them and recommend me not to cam do nothing once registered because the controls have been improved, so in practice it seems to me there is nothing more to do, I have to wait the 15 days
Automatic translation:
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2 years ago
I fully understand your frustration, Gaetano. However, I will set the timer for additional 13 days and if there’s no development by Monday the 7th, we will intervene. Let’s stay positive and wait for the good news regarding your account. Thank you in advance for your patience.
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2 years ago
Hello Gaetano,
Have there been any developments since our last conversation?
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2 years ago
Translation
Hi, after all they paid the money to the new account without any problems, they even paid me the open game that was successful when they closed my account, so problem solved, thank you very much again
Automatic translation:
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2 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Gaetano, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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