The player from Italy had requested a withdrawal of €276 but faced account blocking due to accusations of multi-accounting and cheating, despite having followed the rules and not creating a second account. The Complaints Team reviewed the situation and gathered evidence from the casino, which substantiated its claims of multiple accounts/collusion. Consequently, the complaint was closed as unjustified, with the casino's actions deemed in accordance with its terms and conditions.
BetPlays Casino - Player’s account has been closed due to allegations of multiple accounts.
Amount: €276
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I had a balance of €276 in my account and requested a withdrawal. After several days, customer support kept telling me to continue waiting until they blocked my account with the excuse of multi-accounting and cheating. I have always followed all the rules and never created a second account.
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1 month ago
Dear antoniobellomo55,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
- Were your winnings accumulated with or without an active bonus?
- Was your account previously verified?
- 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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1 month ago
Translation
No family or neighbor created account from my ip address, my winnings were accumulated without any kind of active bonus, thanks in advance, my account had been checked several times, each time they asked me for a new document, after checking all the necessary documents I asked the support if I could withdraw and I was told yes
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1 month ago
Thank you very much, antoniobellomo55, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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1 month ago
Hello, antoniobellomo55,
I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear BetPlays Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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1 month ago
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Thank you so much for your help, I look forward to hearing from you.
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1 month ago
Dear Branislav,
We have sent you an email with an explanation and evidence.
Best Regards,
BetPlays Team
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1 month ago
Translation
The winnings claimed were made through sports betting, as for the multi account I can assure you that I do not have it, the statement made regarding a probable account that logged in through my same internet connection is very relative as I connect to various internet connections based on my location so it could be anyone else who has an account on betplays, I have not provided any misleading answers, I have explained the facts, furthermore I live in the house with other people who are not connected to me, these accusations are very unlikely.
Thank you
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1 month ago
Do you use any VPN, antoniobellomo55, or, did you use any VPN during registration/play at the casino? If so, IP of which country you used, please?
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1 month ago
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If the question is why I played on different IPs the answer is that I simply have a residence where I live a little during the year and another house in another city where I live and study
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1 month ago
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for the rest I'm sure that nobody has played with my ip address, it's a false accusation to block my account so as not to return the profit
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1 month ago
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Would Betplays be able to provide the name of this alleged person? Or any relevant and credible information
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1 month ago
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maybe it was someone who frequents the same places I frequent
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1 month ago
Yes, that sounds very likely... And that person played at the same casino on the same day as you only by a coincidence.
Dear BetPlays Team,
Can you please look at my last email regarding the matter and provide me with additional details?
Thank you.
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1 month ago
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look without information I can't give you any other answers, I was accused of something for which I had no explanation whatsoever, my version without having information is that I don't have a double account, I haven't used a double account and I can assure you, my winnings do not come from earnings with this alleged double account, that's what I can tell you.
Thank you
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1 month ago
Dear Branislav,
We have sent you an email with an explanation and evidence.
Best Regards,
BetPlays Team
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1 month ago
Dear antoniobellomo55,
The casino was able to fully substantiate its claims and decision with relevant data.
After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts/collusion and bonus abuse. Based on all the provided details, it would be likely impossible to prove otherwise. In addition, the allegations also relate to sports betting play and the rules governing it, which is a kind of issue we currently do not handle. Last but not least, you obviously provided incomplete/misleading information during the complaint resolution process, which we definitely do not tolerate.
Although we cannot sufficiently consider the sportsbook allegations part on our side, at least we can confirm multiple accounts/collusion with another casino account. Therefore, we are able to accept the casino's decision. It acted in accordance with the terms and conditions you accepted upon registration(s).
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. The same applies in case you need to see the evidence.
Thank you very much, BetPlays Team, for providing the information and for your cooperation!
Best regards,
Branislav, Casino.Guru
