HomeComplaintsBetflare Casino - Player's account has been closed and winnings confiscated.

Betflare Casino - Player's account has been closed and winnings confiscated.

Amount: €299

Betflare Casino
Submitted: 30 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

6d 16h 38m 18s

Case summary

The player from Greece has their account closed and winnings confiscated after being accused of having a duplicate account due to sharing an address with their cousin. Despite providing all requested documentation, the casino fails to investigate the situation properly and does not respond to numerous inquiries.

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Translation

I am a new player at this particular casino. I have made several deposits over the past week, totaling over 400 euros. Yesterday, I had a winning amount of 299.70. When I requested a withdrawal, I saw that they had not verified my home address. Despite sending them everything they asked for and having already provided my identification, payment method, and a selfie with my ID and card during registration, they closed my account along with my funds. This happened because both my cousin, who lives with me, and I have accounts with this company, which means we share the same address. We have never faced any issues with this in any casino before, as we hold accounts with numerous Greek and foreign companies. They are accusing me of having a duplicate account, even though I have sent them a photo of both me and my cousin holding our IDs. The worst part is that I have sent countless emails and received no response, they abruptly end chats, and they do everything without any warning or proper investigation. They haven't even asked what happened so that I could provide the necessary documents to resolve the issue. Instead, they canceled my account and winnings simply because they assumed things. I will escalate this matter further because it is unjust and, given my extensive experience, I do not tolerate such excuses just because they want to take away my money!!!!

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Dear Sade88,

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.

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Who created their account first - you or your cousin?
  • Did you accumulate 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,

Kristina

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Hello. I played at the casino on the slot machines. I always deal only with them. First my cousin opened the account and then I. Just because we play at many common casinos and sometimes there is no such problem, she told me to open one in this one too. My winnings came only from my deposit!!! I had not received any bonus!!! I hope you can help me immediately with my problem because what has happened is very unfair!!! Thank you very much and I am waiting for your news!!!

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Thank you very much for your reply, Sade88. 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.

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Hello. I have the emails that I have sent repeatedly to the company and they have never responded after the first email they sent me that they closed my account and confiscated my winnings. Since that message and since then I have sent over 15 emails and they have never responded to me. The communication that I had via live chat with them many times has not been saved anywhere as I did not know that it would be needed. If you want I can send you all the emails that I have sent them, there is simply no response from the company to me. Please let me know. I am waiting for news immediately, thank you very much!!!

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You don't have to forward everything if you have too many emails. Just pick the ones you find most important to support this case to we can gather as much information as possible. Thank you.

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Yes, the truth is that I have too many. I will send you the most important ones to the email you wrote me. We just need to figure it out. Thank you very much

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Thank you very much, Sade88, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.  

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Dear Sade88,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Betflare Casino's representatives to join this discussion and provide any available information to help resolve this issue.


Dear Betflare Casino,

Could you please provide detailed information about this case, including the reasons for the player's account closure and the confiscation of their winnings?

While we acknowledge the seriousness of multi-accounting, we believe that if two or more players can verify their identities and demonstrate that they registered and played independently using their own funds, their winnings should be honored. In our view, sharing the same IP address or household alone is not a sufficient reason to justify account closures or fund forfeiture.


Thank you in advance for your response!


Best Regards,

Kubo

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Thank you very much for your help and intervention and support. There has been no other communication with the company in question because firstly they do not answer my emails no matter how many I send them and secondly and in the live chat as many times as I have entered they refer me to send emails that they also never answer and close the conversation in my face. I would like you to please end this story and get my money and I am not interested in their company. We all know that all this is illegal and a long time has passed. I will wait for news soon thank you very much!!!

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Dear Kubo,  


We have carefully reviewed the complaint from user Sade88 and would like to provide additional information to clarify this matter.  


First and foremost, we conducted a thorough investigation of the Sade88 account and have strong reasons to believe that this account is a duplicate.  


1. Identical gaming patterns – The slot gaming patterns of user Sade88 and their duplicate account are highly similar. Given that the players know each other, this might be expected, but when considered alongside other evidence, it becomes a confirming factor that these accounts are duplicates.  


2. Submission of third-party documents – During verification, user Sade88 uploaded documents belonging to a third party. Our checks confirmed that these documents actually belong to the duplicate account. Providing third-party documents for verification is direct evidence that both accounts may be used by the same individual.  


3. Identical login credentials – Both accounts use the same password for logging in, which has been verified on our end.  


4. Matching profile birth dates – The birth date in the profile of both accounts is identical. However, during the document verification process, we established that the actual birth dates of the users are different. This further indicates that the accounts are being used by the same person.  



Based on all these facts, we have sufficient grounds to believe that both accounts were operated by the same individual. The most aggravating factor in this case is that another person attempted to pass verification for the Sade88 account.  


Given the above, the player has violated multiple rules of our casino:  


1. Prohibition of duplicate accounts:

  

Section 3. Multi Accounts  


3.1: "You can sign up (register) and use only one Account on the Website."  

3.2: "Only one Account for each household, IP address, and computer or device is allowed. If two or more users share the same household, IP address, and computer or device, we must be informed by the respective Accounts’ holders in advance."  

3.3: "If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts, and void withdrawal requests. In addition, any returns, winnings, or bonuses that have been gained or accrued during the duplicate account lifecycle will be forfeited from you."  


In this case, the Sade88 account and the other account were deemed duplicates, which is a direct violation of this section.  


2. Use of a third-party account 


Section 2.4.3: 

- "You participate in the Games on your own behalf and not on behalf of any other person."  


Section 6.1:  

- "You have to provide your KYC documents, credit card pictures (both sides, front and back. The card number should be with the first 6 and last 4 digits of the card clearly readable, while the remaining digits of the card number and CVV / CVC code should not be visible) and bank statement, copy of a personal identification document, proof of address, proof of ownership of any other used payment method when claiming the withdrawal for the first time. Additional requirements depending on payment channels will apply."  



During verification, Sade88 uploaded documents belonging to another person, which confirms the use of a third-party account. This is a violation of KYC identification requirements and indicates that the account may not have been used by the individual who originally registered it. 



3. Providing false information

  

Section 2.2.3:

- "By registering the Account on the Website, you agree to specify your legal name. We may take action to check the accuracy of the information you provide."  


Section 2.4.5:

- "All information that you provide to us is true, complete, and correct, and that you shall immediately notify us of any change of such information."  


The birth date listed in both the Sade88 account and its duplicate was identical, but the provided documents confirm that the actual birth dates of the users are different.  



If any additional information is required regarding this case, please let us know, and we will provide it as soon as possible. 

 


Best regards, 

Betflare Casino Team 

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This particular casino writes horrible lies when it comes to documents. They sent separate documents of mine such as identity, bank account number in my name, verification of the address from a landline phone account in my name, where they saw that I have the same address as my cousin and closed my account and confiscated my winnings!!!! They are tragic for telling so many lies because I have all but all the emails, photos with my documents that I have sent them with my own information. I even sent them videos with my cousin with our identities, each in her hand and everything that shows that we are two separate people. As for the login code, we have a common one like in all the casinos that we deal with that we both always use. We have never had any problems with any betting company. I can send you all but all the emails with receipts. Now if any information is filled in incorrectly, that is not a reason since I send all but all my documents for verification and they do not accept them, just as my cousin has sent hers and they have been verified. We are not so stupid that we want to play and if we win, request a withdrawal with the same information. Are we okay here??? I have sent everything and I can send it to you by email too. And the videos that I showed them and the documents that I sent them that were mine and they did not accept them. It is horrible, liars and scammers!!!!! My words, I want for already before this case, they ate a lot of me. They had no problem with my deposits??? They did not see if I was illegal??? But when I asked for my winnings, the scammers saw very well that I have the same home address as my cousin and the same IP??? Shame and disgrace, the issue will take on very large dimensions!!!!!

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Dear Betflare Casino,

Thank you for the clarification. Could you please provide supporting evidence for all of these claims in the form of screenshots or logs from your system? Kindly send all relevant evidence to my email address at jakub.m@casino.guru.


I appreciate your cooperation and look forward to your response.

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Hello again. I have personally sent you all the detailed proofs with times, dates, my and their email addresses, from the beginning on 29/1 when I requested my withdrawal and they closed my account, with all my own documents as we send to every casino for verification. I declare that from the beginning I had sent my own documents and only them illegally and despite this they closed my account and kept my winnings. Also from the moment I opened the account I had uploaded an ID, a deposit card and also for future withdrawals which I had accepted, except for my home address which they supposedly found a problem with. None of what they claim is true and I declare it in the email I sent you. They just want to eat my money and illegally. I can send you anything you need. I have everything from the beginning. Thank you very much.

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Dear Kubo, 


We have sent additional information about the case to your e-mail jakub.m@casino.guru


If you require any information, we will be happy to provide it.


Best regards,

Betflare Casino Team

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Hello Mr. Kubo. There is no company with a bigger scam than this particular company Betflar. 3 minutes ago they supposedly called my cousin from a Greek number to offer a deposit bonus without even asking for a name and as soon as I said that a big problem had arisen they said they would call me again and hung up in a hurry. He called back again and it was an unknown person who had also been called again by this particular company and was furious. I am posting the call below. The company is a scam to the maximum extent. I want my money back because I will end up in court.. I am waiting for your news immediately because it is getting worse and worse. BEWARE VERY VERY BIG SCAM!!!!!! file

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Hello Mr. Kubo. I see that the situation is getting even worse. I have sent you and even more to the company from the beginning all my personal information. When my account was opened I told you again that I had almost completed the verification process with my personal ID, a selfie with my ID and my card that I made deposits with. In countless emails that I sent to them and to customer service but also to the financial department and verification email, they have never answered me. In the live chat it happened, as they refer me to send me without clarifying anything and I send me without any answer ever!!!! I don't care if my account is never opened again. I want my profits which are 299.70 or the deposits I had made before the profit which was 400 euros exactly. Not a cent more. What? I have sent everything in detail. Opening my account does not interest me at all. I want them to compromise to get my money because this is all very unfair and I have gambled enough money that I have lost for them to keep even these 299.70. To deposit the 400 euros that they ate from my deposits. Why don't they answer my emails?? Why, from the first moment I uploaded all my documents, I found no problem and they accepted deposits of 400 euros??; the case is already 22 days old and I see that they are not compromising with you either. I beg you warmly, I want the matter to be settled immediately. I will wait to hear from you immediately. Thank you very much!!!!

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They also continue to wiretap my phone and call me repeatedly. From miles away it looks like it's a big scam!!!! Please help!!!!

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And again just now they called me from another number. Here is the screenshot. I will go to lawsuits and to the point where it doesn't go. Let's end the scammers soon!!!! And they don't put my winnings and don't answer any emails and call me every time from unknown other numbers and make fun of me on top of that. The situation has reached the extreme. I will take every legal and judicial action if I don't receive my money as soon as possible. And now even more!!!!! I am posting the call for you.

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Dear Sade88,

Could you please clarify why you used your cousin's birth date on your account if you created it yourself?

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Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
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Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
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Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Casino Guru is examining the case

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