BetItAll Casino - Player's account blocked due to dual-account suspicion.

Hello. I am experiencing the following issue. I deposited 700 euros in the casino in one day and turned it into 4400 euros. When I went to withdraw my winnings, I verified my account and waited for two days. After that, my account got blocked. The explanation provided was that there were two accounts from one IP address. Essentially, I am being accused of being a scammer. However, at home we share a single router and internet provider. I also sometimes use my mobile data to access the site. The other account they're referring to belongs to my mother, who passed away four months ago. It was she who introduced me to this casino. Now, they are stating they will transfer 50 euros into her account, which was her initial deposit. Meanwhile, my account with 4400 euros will remain blocked. It seems clear who the real scammer in this situation is. I have done nothing wrong. I deposited the 700 euros from my personal account two days ago. I used my own money to play and won. I can prove it. Yet, instead of my 4400 euros, they are offering a measly 50 euros. This is incredibly unfair. I have taken screenshots of everything. My bank statements, balance in the account, my mother's death certificate - it can clearly be seen she hasn't played there since her passing. There has been no dishonesty. I am not hiding from anyone and I am not a scammer. I plan to file complaints everywhere and expose them on every forum. They need to be known for the scammers they are. They have conveniently washed their hands off this. However, they were quick to accept my 700 euros in one day. Back then, they didn't inform me about duplicated accounts. They didn't tell me this profile has been blocked, or that I can't withdraw money from it. If I had known, I wouldn't have played or deposited. I also want to note that my winnings were not due to any bonus. They were gained through my personal funds.

Dear Stanko123,

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. Did you and your mother share any of the following: household or email address, telephone number, same payment method, or device? Was your account previously verified? Were those two accounts active simultaneously?

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 

Hello. I have no idea if they were active at the same time. I played from my account. Which is in my name, with my details and my bank account. Unfortunately, I can't call mom back and ask her if she used any of my data. Phones, tablets and computers at home. They have saved passwords and usernames. Which is why it was an error to log in to her account when I clicked the button to log in to the site. But I haven't played there. I play with my funds and account.

It's okay if they close an account for duplication. To close to mother, because she died. Mine is fine. When I registered the account, why was I banned then? Because of duplicating. And they allowed me to find it and deposit it for so long. When they took the money from my deposit, there were no problems. When I pull then they give me a problem. The reason for the duplication doesn't make sense to me. Me if I take my computer and go to the mall. There we might be 10 people on this site with one IP. Will the thieves close the 10 accounts?

As for my account, I can prove everything that it's me, bank account, ID card and whatever else they want.

During these two days. Both accounts were not active at the same time. The tablet and computer are shared. With saved passwords at home. I accidentally logged into her account in a hurry to get to the site. But I haven't played there since her profile. I don't remember that they asked me for data verification during registration. When drawing, interrogations begin. With a deposit, no one asks you anything. Yes, we lived at the same address with Maika before she died. I didn't hide the documents from her in a special safe. If you are interested in anything else, I will answer you.

Thank you very much, Stanko123, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

And I thank you very much. For your kindness and assistance. Hope you can help me. But if they don't unblock my account and money. I will tell in all possible forums how incorrect they are. With photo material. At least the other players know. Don't waste your money. For an incorrect attitude on the other hand. Thank you again.

Hi Stanko123,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask BetItAll Casino to join this conversation and share more information regarding the case.

Could you provide an explanation for confiscating the player's winnings despite having all the proofs requested?

Thank you.

Best regards,

Tomas

No problem. I want the same. Join the conversation. To have a comment from their side. Because they send me an email that they block my account. Mine in which I have cash. With the fact that they are confiscating them. I wrote them a letter that it is not right and that I will seek my rights to the end. I won't leave it at that. But they didn't answer me. I generally seek dialogue with them. Because I like their casino. But I don't like that I can only deposit. Without pulling. When I want to withdraw, they put a barrier on me. I would be pleased if they entered the discussion as well. Let's get along and keep playing with them. Thank you for your attention. Have a nice day.

Meaning? What kind of evidence do you need? That I didn't understand your question very well.

I'm not hiding . This is my identity card. Bank account. To my registered name and address.

I don't know exactly what kind of evidence you want. Tell me exactly and I will supply you with what you require.

Hello Tomas, 

Could you please provide us with your email so we can send all the necessary information? Our answer contains a lot of sensitive information that shouldn't be visible on public forum. 

Thank you in advance.

Sure. Here is my email address: tomas.k@casino.guru

Please let me know once you send the information. Thank you.

Kind regards,

Tomas

I have sent the information. If you need anything else let me know? A representative of bet it all, right? Would he join the discussion? How will this be done by email? I wanted to ask them, why, after having a doubt about the duplication of an account, did they collect the money from the deposit for so long? And when I start to withdraw, they cause a problem. They are closing my account in which there is money. With the conclusion that they were going to give my mother the ridiculous 50 euros in the other account. I suggest that they also be included in a public chat. After they will interrogate me. Let me ask them, some things.

Hey! 

A detailed answer accompanied by evidence has been forwarded to tomas.k@casino.guru; should you need any more clarification or information, please don't hesitate to contact us.

Best regards, 

Betitall Team

Dear Stanko123,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions by fraudulently operating two accounts at the casino and thus exploiting the bonus system.

The casino acted correctly and within its terms and conditions.

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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

Thank you very much, BetItAll Casino, for providing the information and for your cooperation.

Best regards,

Tomas