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

Dear David,

Thank you very much for submitting your complaint. I’m very 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 neighbours has opened an account from the same IP address or device as yours?

Additionally, could you please confirm that your account has been fully verified and you’ve received payments in the past?

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

Boa tarde,

Acusaram-me de ter várias contas o que é falso. Só tenho uma conta.

A conta foi totalmente verificada e fiz dezenas de depósitos e levantamentos no passado.

Em relação ao IP pode perfeitamente acontecer que outros jogadores utilizem o mesmo IP. Isto pode acontecer porque uso VPN para aceder á betwinner.com . Isto foi recomendado por eles porque não se consegue aceder ao site deles aqui em Portugal.

Podem ajudar-me por favor?

Olá. Alguma novidade?

Have you, by any chance, saved the communication regarding VPN recommendation? Thank you in advance. 

Bom dia. Não salvei porque essa recomendação foi feita no live chat. Mas basta enviar-lhes um email que eles vão recomendar isso para países onde não se consegue aceder ao site.

Could you please forward that email to petronela.k@casino.guru? Thank you very much.

Boa noite

Eu não cheguei a enviar nenhum email. Como lhe disse foi-me dito no live chat deles para usar VPN.

Sorry for the misunderstanding, I understood that you will send the email to demonstrate that usage of VPN will be recommended.

I will now transfer your complaint to my colleague Viliam 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 David,

I looked at your complaint and will do my best to help you. I would like to invite Betwinner Casino into this conversation. Can you please specify what is the problem with the player’s withdrawal? If the problem is that player had multiple accounts, please send me evidence to my email: viliam.v@casino.guru.

Olá

Espero que consiga resolver o meu problema.

Hello,

96136225 has multi registration

betwinner stopped the cooperation with the player according to the rule 2.34

https://betwinner.com/information/rules/

In the event of

duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor)

multiple breaches of the Betting Company’s T&C

doubts about the identity of the customer or the information they have provided (i.e. address, credit/debit card details, other data)

any types of fraud committed either by you or by another person acting in your interests or in collusion with you, including but not limited to:

a) refund or rake fraud

b) your use of a stolen or unverified bank card as a source of funds

c) any actions you have carried out or attempted to carry out which may reasonably be considered illegal in any applicable jurisdiction, which were committed deliberately or with the intention to deceive and/or circumvent constraints set in law regardless of whether this action or attempt ultimately causes loss or damage to your account

when the customer placed the bet, they had information about the result of that event

the customer was able to influence the outcome of an event due to their direct participation in the match (sportspeople, coaches, referees, etc.) or because they acted on behalf of the participants

bets were placed by a group of bettors acting in concert (as a syndicate) in order to exceed the limits set by the bookmaker, as well as colluding with others in order to obtain an unfair advantage through bonus schemes or any other promotions offered by us

the bettor is suspected of using special software or hardware which facilitate automated betting, including but not limited to the use of glitches, faults or errors in our software in connection with the Services we offer (including betting); your use of rogue equipment and programs or analytical systems, including but not limited to software that allows you to place bets without human intervention (for example, bots), etc.

unfair means of any kind were used to obtain information or circumvent restrictions imposed by the company.

The company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified.

The company’s management reserves the right to conduct a video conference as a part of the identity verification process, or request for the documents to be sent by post. Verification may take up to 72 hours from the receipt of the documents. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place. If it is proven that the data that was provided is not valid, the company is entitled to take any reasonable measures including but not limited to cancelling all bets and suspending all transactions for the duration of their investigation, and to proceed with full verification of the account once any documents required for the verification procedure have been requested.

Dear Betwinner Casino,

please send me relevant evidence that this player has multiple accounts to my email: viliam.v@casino.guru.

Bom dia

Como já referi anteriormente nunca desrespeitei nenhuma das regras. Só tenho uma conta. Aliás joguei lá durante vários anos, fiz dezenas de depósitos e só vieram com essa falsa história de várias contas quando consegui acumular na minha conta uma quantia considerável.

Dear Viliam, our manager sent you a letter, please check you e-mail box. 

Dear Betwinner Casino,

I have received an email from your manager. Unfortunately, this email contains only a statement that you have detected multiple accounts and this is not relevant evidence. Please send me proof of your claims.

Dear Viliam,

Could you kindly provide us with information what exactly you need?

We also sent you an email, please reply us any way.

Dear Casino,

as I stated in the email, I need proof that the player has opened multiple accounts. For example, a screenshot where is visible that 2 gaming account were used on the same device.

Dear Viliam,

Unfortunately, we can't share personal information with IP-addresses to third parties according to the policy of personal data preservation.

Claro que não podem partilhar porque é tudo falso! Eu apenas tenho uma conta. E provavelmente quando se usa VPN ou o wifi de um café por exemplo é natural que haja IPs comuns.

O que posso fazer agora?

Dear David,

unfortunately, as you can see, Betwinner Casino rejected to provide evidence and we are forced to close this complaint as unresolved. I can recommend you to write an email straight to the Curacao license provider here:

certria@gaminglicences.com.