Betzard Casino - Player’s withdrawal delayed due to duplicate account claim.

Dear casino guru,

i had a 30 free spins bonus i was able to make with luck 1300 and i played further with that money. But the first problem started with my deposit with ethereum. The live support stated that it was lost in the blockchain because the amount that i sended was to low. But that was not right i also have multiple screenshots from the site with that amount that i needed to send. Today i received a message that my bonus money that i made is substracted because of a duplicate account. I dont get that because this is my only account also my account is verified that was also taking so long and then receiving this message from the casino is very strange. Yesterday i made another deposit but this time with my bankaccount and now its on my account. And i still cant withdrawal

Hello Strictleyyzz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betzard Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the casino provide any kind of evidence of duplicate accounts? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

Hi, when i had those bonus winnings on my account it was verified the first time. They said also you need do deposit to make those winnings belong to you. I did that the first time with Ethereum and they said my deposit was lost in the blockchain what is really strange. It was a deposit for 20 eur. After that i made a second deposit the next day with my bankaccount and had to verify my profile again. But my winnings where cancelled and substracted due a duplicate account. But there is no evidence. I also said how can my account be an duplicate it’s verified again for the second time.

Kind Regards,

Nabil

21-6 first verify

23-6 second time the profile was verified

And yesterday was the last time i chatted with betzard about the duplicate and my most deposit

Hello Strictleyyzz,

Is there any conversation regarding the duplicate accounts which you can forward to nikolas.b@casino.guru?

Also I would definitely recommend not to deposit anymore until the issue with the duplicate accounts and the withdrawal isn't resolved.

this email is the only conversation,

Thank you Strictleyyzz for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Strictleyyzz,

I am sorry to hear about your unpleasant experience and apologize for the delay. 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 Betzard Casino team,

Could you please explain the player's situation in more detail? Has the user's account been blocked/closed? Why have her winnings been 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).

As for the ETH deposit - I am attaching screenshots from the user that you likely cannot see. Please note if the casino requires a deposit in a specific amount, and the player made a deposit in the required amount, which was provided by the casino itself, it would be great if the casino could credit her casino account with the amount she deposited (based on the information from the casino). If the casino considers the deposited amount insufficient, why does it require from players like that or without further instructions?

Dear Strictleyyzz,

I was in contact with the casino, and I am here with hot news.

I will start with bad news...

Multiple accounts and bonus abuse were fully substantiated by the details received from the casino outside the thread - you are not eligible for any winnings obtained in this way (with a no-deposit bonus), by breaching the casino's Terms and Conditions, which you accepted upon registrations.

Now good news...

The casino informed me that they understood the nature of the error regarding the deposit(s), and they should contact you personally to resolve the issue.

Have you already been contacted by the casino regarding the deposit(s)? If so, can you provide me with an update? What is the current status of the deposit(s)?

Dear Strictleyyzz,

This is the update I received from the casino:

• The casino confirmed one successful deposit (the 2nd one from your bank account), which was already lost by playing
• The casino should have contacted you regarding the unsuccessful ETH deposit and its crediting (0.0061038 ETH/19.50€), the issue was being addressed at the time the casino sent me the email

Based on the above-stated, I am updating the disputed amount to 19.50€ and will wait for your update.

Now I am extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will close the complaint based on the available information shared by the casino.

Dear player,

This is the last update received from the casino - you should have been successfully contacted by the casino and your account should have been credited with a deposit of 0.0061038 ETH (19.50 EUR).

At this point, please note that if you fail to respond within the current timer and confirm it, we will consider the matter closed and successfully resolved.

Thank you for understanding.

Greetings all,

In accordance with the information in the previous posts, we consider the uncredited deposit issue resolved. Therefore, the complaint will be closed accordingly.

Thanks to the Betzard Casino Team for their help and cooperation in resolving the matter.

Best regards,

Branislav, Casino.guru