Betrophy Casino - Player’s account has been blocked and audited.

I HAVE WON RUPEES 20162500.... AND NOW I AM NOT ABLE TO LOGIN TO MY BETROPHY CASINO ACCOUNT ... I HAVE CONTACTED THEM ON THEIR SUPPORT EMAIL ADREESS SO MANY TIMES THEY ARE NOT GIVING ME SUITABLE ANSWER BY MEAN OF EMAIL SUPPORT....

I HAVE TRIED TO CONTACT THEM VIA LIVE CHAT SUPPORT ....THERE ALSO THEY ARE GIVING ME ANY SUITABLE REPLY.... JUST SAYING YOUR ACCOUNT IS UNDER REVIEW ... RELEVANT TEAM WILL SEND YOU UPDATE VIA EMAIL ... BUT NOW ITS MORE THAN 45 DAYS AND I AM GETTING ANY REPLY FROM THEM .... EVEN NOW CHAT SUPPORT IS ALSO NOT AVAILBLE FROM MY DEVICE TO THEM.....

KINDLY SUGGEST ME WHAT TO DO TO RE LOGIN TO MY ACCOUNT ......

Dear OMNAMAHSHIVAY,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Meanwhile, please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received confirmation regarding successful account verification? Could you please advise how long ago you registered your account and if you’ve accumulated your winnings with or without an active bonus?

If there are any screenshots of your requested withdrawal and active balance, please forward them 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

I HAVE SENT VIA EMAIL ABOOT CONVERSATION

Dear OMNAMAHSHIVAY,

Thank you for the forwarded screenshots. Have you received confirmation regarding successful account verification, please?

Dear Varun,

Thank you for providing us your documents.

They have been reviewed, however in order to achieve your account security our Financial department kindly ask you to send us one additional item:

 - A photograph of you, holding your ID document.

You can submit your document by replying to this email.

Kindly note that the access to your account will be partly limited until KYC process is done.

Thank you for your cooperation in advance.

Yours,

Nay K. | KYC Team. WELL THIS IS THE LAST REPLY THEY HAVE SENT ME VIA EMAIL SUPPORT

AFTER THIS I HAVE SEND MY DOCUMENT OF ME BY HOLDING ITSELF...

FROM THAT DAY ONWARD I DIDNT GOT ANY REPLY...

MY KYC IS STILL NOT REVIEWED BY THEM....

Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? Thank you.

I WAS PLAYING BLACKJACK IN LIVE GAMES SECTION.....

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

Hello OMNAMAHSHIVAY,

I am sorry to hear about your troubles.

Your account is probably blocked for security reasons, which happened after the KYC. Hence, the casino probably found something strange on your documents or gameplay, and now they are investigating it. Such a check is usually done in 2 weeks, but in extreme cases can take three months. Sometimes it is just a random check which casinos must do by law. 

Anyway, I would like to invite a casino representative into the case. Please tell us how long will the investigation takes.

HI MATEJ ANY UPDATE ????

Not yet. Please be patient.

Dear OMNAMAHSHIVAY and Casino Guru Representative, 

Apologies for the delayed reply. 

We are currently investigating the case internally. We will provide you with an answer as soon as possible. 

Best Regards, 

Betrophy Casino Team 

HOW MUCH MORE TIME IT WILL TAKE TO INVESTIGATION INTERNALLY?????

Dear OMNAMAHSHIVAY,

We will provide you with a detailed answer as soon as possible. As already mentioned, the relevant departments are working on this case.

Kind Regards,

Betrophy Casino Team

Dear OMNAMAHSHIVAY,

The shortest security checks usually take seven days, and the longest three months (complicated cases where the game provider is involved). I hope in this case everything will be explained soon. So please be patient.

Dear Casino Guru and OMNAMAHSHIVAY,  

We'd thoroughly checked the case and it was proven via various tools that the player had operated more than one account on the site, which is not allowed as per T&C. The detected matches are via IP, device, cookie and betting activity.  

The detected matches via IP and Cookie are:  

IP: 103.184.103.37  

Cookie: rw489b12adf85ef5aa2c6841e5c55c178e7f67c83b2c308fb113f73C9f91al38 

The usage of multiple accounts is in direct violation of our Terms and Conditions (which the player has agreed to upon registration). You can refer to the Terms and Conditions below:  

https://betrophy.com/terms-and-conditions  

3.8. Betrophy holds the discretion to perform random security checks in order to maintain the highest level of security and make sure all measures to protect customer funds are in place. The customer, therefore, accepts that Betrophy may require further or additional information to verify and maintain the highest level of security. 

3.8.1 The player’s account must be registered on his/her own, personal and correct, name and personal details. The individual has to ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the player has to register personally. Furthermore, a player can only have one account. Any other accounts which a player opens with the company, or which are beneficially owned by the player shall be considered as duplicate accounts. We shall close any duplicate account/s consequence to the identification of the main account. If we close a duplicate account, deposits will be refunded, and all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to us, we shall seek to recover the loss incurred directly from any other of your accounts. 

3.8.2 A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, site cookies match with an already existing account with the company.   

Kind Regards,  

Betrophy Casino Team 

Well This is not done ... Because I haven't created any other account from my side...... If some body hacked my system or created such thing then I am not responsible for that....... You only have to clear it to yourself.............

Dear OMNAMAHSHIVAY,

If the casino detected the same cookie associated with the two different accounts, the second user used the same device as you. The cookie and device match is bulletproof evidence. So think, please, who else might have access to your device/ or did you ever play from a public computer or share the device with somebody else? 

Dear casino representative, could you please send me a screenshot (proof) of the device/cookie match on two or more accounts to: matej@casino.guru

Thanks

DEAR MATEJ

I have created only one login ID and operate the entire transitions through my Tab, so there is no any issue of second ID at my end, kindly check the same at your end 

Although I have withdrawn and deposit money through same ID then I doesn’t face any problem related double ID, suddenly such type of problem you have shared with me. 

So you are requested to resolve at your end and process my transition of withdraw immediately please

AND EVEN THERE IS NO POINT OF IP ADDRESS AND COOCKIES USED JUST BEACAUSE MY INTERNET SERVICE PROVIDER DIDNT GAVE ME ANY STATIC IP ADRESS FOR ME ..... HE HAS GIVEN THIS AS PER HIS CLIENTS...

SO THERE IS NO POINT THAT I HAVE DOUBLE ACCOUNT WITH IP......

ELSE IF STILL YOU GUYS SAY THAT ITS LIKE WHAT BETROPHY IS SAYING I HAVE TO THINK THAT ALL ONLINE CASINOS ARE NOT RELIABLE..... THEY CAN MAKE SUCH THINGS BY THEIR OWN TEAMS TO PLAYERS ALL OVER ACROSS THE WORLD........

AND REFUSE TO PAY THE WINNING WHICH IS TOTTALY EARNED BY THEIR GOOD LUCK .....NOT BY SUCH THINGS LIKE DOUBLE ACCOUNT AN ALL......

AND EVEN I CAN MAKE IT PROVEN THAT I HAVEN'T CREATED DOUBLE ACCOUNT... BY SHOWING MY INTERNET ACTIVITY DIRECTLY FROM CYBER CELL.....

Dear OMNAMAHSHIVAY,

The casino provided us with the evidence from which it is clear that there is a match/collaboration with another user. I understand how you feel but this evidence is very solid. Is there a chance that you created an account in this casino before and forgot about it? 

(the another account is connected with your device)

DEAR MATEJ

I CLEARLY REMEMBERED THAT I HAVE NOT CREATED ANY ANOTHER ACCOUNT ON BETROPHY..... EVEN I HAVE PLAYED ON OTHER SITES,,, LIKE GLASSI CASINO, CASINO GURU,BETWAY,10CRIC,PURE WIN,AND SO MANY OTHERS BUT NOT BETROPHY THIS IS MY FIRST TIME ON BETROPHY I HAVE PLAYED AND MADE AN ACCOUNT SINCE MY ONLINE CASINO CARRIER OF ALMOST 3 YEARS .........AND EVEN I HAVE PURCHASED THIS DEVICE JUST FEW MONTHS BACK ..... SO ATLEAST THERE IS NO CHANCE THAT I HAVE CREATED AN ACCOUNT AND FORGOT IT..... I ALREADY LOST ALMOST 1.5 CR. ALMOST IN ALL PREVIOUS SITES... THAT I HAVE PLAYED IN BEFORE .... EVEN I HAVE ALL THE RECORDS WHERE I HAVE PLAYED ON WHICH SITE AND HOW MUCH I HAVE LOST ON PARTICULAR SITES.....

BETROPHY IS TOTTALY AN NEW CASINO SITE BEFORE I HAVE CREATED ACCOUNT IN IT AND MADE MY FIRST DEPOSIT ..... AND EVEN FROM MY ANY BANK ACCOUNT THERE IS NO SUCH DEPOSIT OR WIDRAWL I HAVE TAKEN FROM BETROPHY RATHER THAN 80K WIDRAWL AND ALL TOGETHER 80K DEPOSIT (FROM WHICH I HAVE FIRST DEPOSITED RS 30K WHICH I LOST , AGAIN I HAVE DEPOSITED 30K WHICH ALSO I HAVE LOST ,,THEN I DEPOSITED LAST 20K FROM WHICH I HAVE WON RS 10 LACK FROM SIDE BET.....

THIS IS WHAT I HAVE DONE ON BETROPHY .....

THERE IS NOTHING ELSE APART THIS...

AND ELSE IF YOU STILL SAY I HAVE ANOTHER ACCOUNT AND SUCH THINGS I DONT TRUST YOU ALSO .... MIGHT YOU ALSO IS HAVING STRONG CONNECTIONS WITH BETROPHY....

AND NOW I THINK FINNALY I HAVE TO GO TO MY LAWYER AND TAKE STRICT ACTION AGAINST BETROPHY.....

Dear OMNAMAHSHIVAY,

As I said, their evidence is very solid. But there is still something that you can do: submit your complaint to the casino's regulator. (Curacao - Antillephone)

If you need it, I will gladly help you with that. Do you need my help?

Yes I NEED YOUR HELP WITH THIS

Dear OMNAMAHSHIVAY,

To contact the casino's regulator, you need to write an email to:

complaints@gaminglicences.com

Your email should contain:

1)

Your personal information (Name Surname)

your country of residence

your age

2)

The complaint body must include:

casino name (Betrophy Casino)

casino URL (https://betrophy.com/)

casino license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

then describe what has happened + the sum of the money

3)

Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino + link to this complaint

Please let me know when you submit the complaint.

HI MATEJ I HAVE SUMBITTED MY COPLAINT ALONG WITH WHAT YOU HAVE TOLD ME...

Thanks, OMNAMAHSHIVAY,

I now close this complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when you receive a final decision from the regulator, and we will close it accordingly with the regulator's decision.

What Happend to my complaint ??

There i no responce from higher authorities....

What do i do.now???

Dear OMNAMAHSHIVAY,

I contacted you via email. Could you please answer my email?

Thanks.

Dear OMNAMAHSHIVAY,

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.

The player submitted the complaint to the regulator.

We are closing the case with status: waiting for the regulator's decision.

Dear OMNAMAHSHIVAY, when you receive the final answer from the regulator reopen the case and we will close the complaint accordingly.

Unfortunately, the regulator didn't reply. However, as I wrote above, the casino has evidence which we believe is sufficient. Therefore we decided to reject the case. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.