Betsafe Casino - Player has been accused of opening multiple accounts.

I created an account at Betsafe and deposited 2500 NOK three times while using their casino welcome bonus each time. While using their last last casino bonus which is 100% to 2500 NOK, I won a large amount on slots, around 70k NOK, I was ecstatic since I have never won so much before. I logged out that evening with around 63k NOK i balance, when I tried to login the day after I received a error message "Login cannot be performed. Please contact customer service."

After contacting customer support they told me they could not see why and then told me I would be contacted through email, after about an hour I received this email (translated from norwegian to english with google):

After receiving feedback from the relevant department, we would like to inform you that your account has been closed in violation of Rule 12.1 of our general terms and conditions which you can find by clicking here.

12.1: Bonuses are only available once per person, family, household, address, e-mail address, credit card number, bank account, telephone number, computer / device and / or IP address.

I have checked and no one else in my family has had an account here and neither have I, and Betsafe refuses to specify what I have done wrong.

Dear Joakim,

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?

Do I understand correctly that you have used three different bonuses from the Welcome offer for your first three deposits?

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

Hi Petronela, I have asked everyone in my home and no one have used any bonuses or created an account on Betsafe berfore. Regarding the device I used my own laptop and I am certain that no one else have used it before me. Regarding the IP, I used internet from my own mobile phone and the phone was bought new. So I am really clueless what has happened.

Yes, the welcome offer was that you could get a bonus on the first three deposits.

Thank you for trying to helping me

Thank you very much, Joakim, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Joakim.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Alright, thank you for the help

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Joakim.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

jozef.k@casino.guru

Dear Joakim,

The casino has requested that this complaint be reopened and stated that your account was linked to many other accounts that had used the same device to register and claim bonuses.

Can I ask you if you have already escalated your complaint to the ADR service or licensing authority?

Kind regards,

Adam

Dear Joakim,

Please respond and address my previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within that time the complaint will be rejected.

Kind regards,

Adam

Dear Joakim,

As there has been no response from you, the complaint will now be rejected as mentioned. It can be reopened at any time.

Kind regards,

Adam