BetItAll Casino - Player's account closed with unpaid winnings.

Betitall casino closed my account and don"t pay me 575 euros.

Dear Stefan1973,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetItAll Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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

1.I have registered since April 2024. I was banned on 12.05.2024

2.on 12.0.24 I wanted to log in to play and it gave me the wrong email or password.then I checked my email and saw that I was told by email that my account is closed and I won't get the money I have in it

3.I've only played live games

4.I have not taken or received any bonuses

Could you please share your interaction with the casino once your account has been closed? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello Stefan,

Your account has been permanently blocked as per the decision of the administration, owing to instances of fraudulent activity detected within Live Blackjack games.

This action has been taken following the Terms and Conditions:

3.2. <...> If Bet it All should have reasonable grounds to believe any fraud has been committed or transacted, we reserve the right to block the account and confiscate any funds therein. <...>

Upon review of the notice from the Provider, it has come to our attention that signs of foul play, more specifically, signs of card counting have been detected during your gaming activity, thus constituting a breach of the policies.

Consequently, your account has been terminated, and all associated funds have been confiscated in accordance with the aforementioned Terms and Conditions.

Sincerely yours,

Bet it All Security team

This email was sent to me by betital on sunday 12.05.

This email has been forwarded to your mail

Thank you very much, Stefan1973, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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 Stefan1973,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello, everyone.

We received a notification from the gaming platform that the client is engaged in "advanced card counting." Since our platform is intended for entertainment and not for earning money using specific strategies, the client was blocked, and their winnings were confiscated.

We would also like to note that by the time we received the information about the card counting, the client had already earned and withdrawn funds exceeding their deposits through these strategies. Therefore, their last deposit was not refunded.

Sincerely,

Bet it All Casino.

Dear BetItAll Casino representative,

Can you confirm if the player used software for card counting?

According to our fair gambling codex, we understand that card counting is acceptable as long as the player relies solely on their own mental abilities.

Greetings everyone, 

Apologies for the delayed response. We have been awaiting an audit from Evolution Gaming provider regarding customer gameplay to ensure our reply is as accurate as possible.

When Evolution Gaming provider reports "advanced card counting," it typically involves the use of additional card counting systems or programs. This conclusion is supported by a thorough analysis of the customer's gameplay patterns.

In this specific instance, the individual monitored 20 tables over a two-hour period, strategically joining them only at favorable moments within the card-counting context. Based on our expertise and experience, we can conclude that a well-trained individual is capable of counting cards at 2-3 tables simultaneously without the extra help of card counting systems. However, this is not feasible for 5, 10, and certainly not 20 tables. It is physically impossible to count cards at such a large number of tables simultaneously using only one's mental abilities, strongly suggesting the use of automated assistance.

Hope this information helps! 

Best regards, 

Betitall Team

Dear BetItAll Casino representative,

Thank you for the clarification. In light of these events, we agree that a single individual cannot achieve such gameplay solely through mental prowess.

Dear Stefan1973, is there anything you would like to add to this case?

There is no card counting system.

 I don't even count leaves.

I enter random tables and where i see in the hand that is being played at that moment that there are no tens and aces,i play on the next hand,maybe even the one affter that.

This is definitely not"advanced card counting"

In the way i explanded to you it is possible to play in 2 hours at 20 tables.

I also find it hard to believe that at all the tables i play there is an advantages for the player

Dear casino representative,

Could you kindly provide me with the evidence for this case: matej@casino.guru

Thanks

Greetings everyone, 

We have sent all relevant evidence for the case to matej@casino.guru.

If you need any additional information, please don't hesitate to contact us.

Best regards,

BetitallTeam

Currently, we are awaiting additional evidence we requested from the casino.

The casino notified me by email that gathering all evidence might require additional time. I apologize for the delays, as this evidence is crucial for the case. I am extending the timer.

Hello everyone,

Thank you for your patience.

We have sent an additional informational letter to matej@casino.guru.

Best regards,

Betitall Team

Hello Stefan1973,

Sorry for the delayed answer. I was consulting your case with colleagues and we believe that the results you achieve are not possible to achieve without knowing exactly on which table is best to play. This is not possible to achieve with the system you told us and only possible with the help of software. Therefore, we believe that the casino has the right in this case.

I disagree with the opinion of your colleagues.I always played in 1 position and my bet was always 75 euros,maybe 50 euros,I don't think this is the behavior of a professional.

I also find it hard to believe that evolution says I use card counting software.

I would be grateful if you could send me the answer of evolution.

Hello Stefan1973,

I understand your disagreement, and you may submit your complaint to the regulator here: 

https://casinoguru-en.com/licensing-authorities/curacao-license-3

However, as an independent third party, we reviewed the evidence and determined that we do not believe your gameplay was without software assistance.

Unfortunately, we cannot share the evidence we received from the casino for obvious reasons.

Please let me know if you decide to seek help from the regulator.

Hello everyone, 

It appears we have been invited to comment, though we believe all necessary information has already been provided and the invitation may have been sent in error.

Thank you, CasinoGuru Team, for your thorough analysis and dedicated effort.

Best regards,

Betitall Team

Hello Stefan1973, 

Could you confirm if you've decided to contact the regulator?

Dear Stefan1973,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.