Bet Match Casino - Withdrawal of player's winnings has been delayed.

They said: Funds were deducted from your account in accordance with clause 4.11 of the company rules. The provider has the right to declare betting contracts invalid if it is established that: — the client has multiple gaming accounts (multi-accounts), including those registered under other names; — the client uses third-party data to register new accounts; — the account is used for arbitrage situations rather than regular play.

In this regard, further play on our site is unfortunately no longer available to you. This administrative decision is final and not subject to review.

The truth: I did not arbitrage, I did not use multiple gaming accounts. I have used the same Wi-Fi network as a friend who also has a registered account on the site, because I hang out there a lot.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear czivafru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Additional info: I mentioned you that "I have used the same Wi-Fi network as a friend who also has a registered account on the site".

I asked my friend if he has the same situation but his profile is still good, and can deposit, withdraw and play on the site. So I have no idea why they think it is multi-accounting.

Dear czivafru,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No update, they refuse to give me any exact detail about keeping my funds even though I sent them dozens of emails. They say I have no option to further discussion.

Hi, do you need more information from me by any chance? Thank you!

Dear czivafru,

Thank you for your patience.

Based on the information provided by the casino, it appears that the issue may be related to suspected multiple accounts and potentially sports betting activity. In order for us to better understand the situation, I would like to ask you a few additional questions:

1. Is your account fully verified (KYC approved)?
2. Is your friend’s account also fully verified?
3. How long have both of you had your accounts registered at the casino?
4. Have you and your friend ever used the same device (for example, the same phone, laptop, or computer) to access your casino accounts?

Please answer these questions as precisely as possible, as this information is crucial for us to assess whether we are able to proceed with the complaint.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won’t be able to assist you, as we do not have a department handling such issues.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

1. I was sending them the documents they needed to do my KYC, and their response was to take my profit…
2. I think yes he did it already, and he can still play, deposit and withdraw.
3. Both of us registered couple of months ago, I think I registered 4-5 months ago.
4. As I remember no, but I think my friend does not matter because he can use his profile, so I think BetMatch did not connected to him…but I do not know anybody else, who uses this site.

Dear czivafru,

Thank you very much for your response and for staying active in the complaint. I truly appreciate your cooperation.

To be able to properly assess the casino’s decision and continue investigating your case, I kindly need a few clear and definite confirmations from you. These details are very important in cases involving suspected multiple accounts.

Could you please confirm the following:

1. Is your friend’s account fully KYC verified and approved?
2. Have you ever used the same device as your friend (phone, laptop, computer, tablet) to log into your casino account?

I completely understand that this situation may be frustrating, and that some details may be difficult to recall. However, precise answers are essential for us to determine whether we can proceed further with the complaint.

Thank you very much in advance for your clarification. I look forward to your reply.

Karla

Hi,

1: Yes, fully. He can play, withdraw and deposit.

2: Yes, I have used his device at different times than he. But we did not bet the same bets, and did not use any bonuses. He can still play, and there is a chance that they connected me with a random guy that I really do not know… So I ask you not to cause him any trouble if it is possible. 🙁

Thank you for your response. I’m sorry, but we won’t be able to assist you further in this case.

Please note that if two individuals from the same household create accounts at a casino and use the same device, it becomes impossible for us to verify that the accounts were not operated by one person. Managing multiple accounts is strictly against the casino’s Terms and Conditions, and they are within their rights to confiscate winnings in such cases.

Best regards

Karla