BetHog Casino - Player’s account has been closed, and winnings are confiscated.

I created account on bethog on 1 Oct, taken their welcome bonus and start playing. I won huge $500k. I completed wager on the next day and order withdrawal. I didn't receive winnings and after a few days I tried to login into my account but it was blocked without any reply from Bethog.

Bethog sent me the following after my question what's going on?: "Thank you for the note. Following a careful investigation, this account has been deemed to violate the BetHog Terms of Service.

As per Section I. Registration of Account of Appendix 1: Account Creation and Registration Agreement, if we discover that you hold one or more Duplicate Accounts...

This account has been suspended, all winnings voided, and the original deposit amount has been transferred to the wallet address entered for the requested withdrawals."

I never have any duplicate account on bethog. Please ask proofs from Bethog because they stop responding on my emails and I hope I'll receive my winnings.

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetHog Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification? Were you asked to submit any documents required for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I played from my phone. I'm sure no one have account there.

Bethog didn't ask for KYC verification.

Thanks for your reply.

• Could you please specify which games you played in the casino while wagering the welcome bonus?
• Please send the original email you received from the casino (accusing you of multiaccounting) instead of a screenshot, so that the sender of the email and the recipient are identifiable.

Send the information to my email at tomas@casino.guru.

I apologize for the inconvenience.

I played chaos crew slot.

Email has been redirected.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello pangkh111,

I'm Michal, and I have taken over this complaint.I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist..

I would like to invite BetHog Casino to join the conversation.

Dear BetHog Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Dear pangkh111,

I just wanted to give you a quick update—I’m in contact with the casino team outside of this thread, and we’re discussing your case.

I acknowledge that you’ve already responded to these questions, but I’d like to reconfirm: are you certain that you created and used only one account and that no one from your family or friends has an account with BetHog Casino? If anyone did, did you happen to play at the same or similar time as them, perhaps during a visit?

You also mentioned that you played using your phone. Could you please confirm if this is the only and the same device you used, or if you’ve accessed your account from any other devices as well?

Correct, no one, only me have account on bethog. I used only my phone for access to bethog.

Dear pangkh111,

Thank you for your reply. However, I have been informed otherwise by the casino team.

I have asked for additional information and evidence, which, once obtained, should enable me to evaluate the situation comprehensively.

I will provide an update once it's available.

Dear BetHog Casino,

I'm looking forward to your email with the requested information and evidence.

Dear pangkh111,

The casino team provided me with information and certain pieces of evidence that raise valid questions, and the actions taken by the casino team can be somewhat understandable; however, despite my repeated requests, the casino team has not provided the additional necessary information and evidence for us to independently assess the whole situation. As such, we are currently unable to support the casino’s actions, and the confiscation of your winnings seems to be unfair at this point.

Without sufficient evidence to review, we are unable to conduct an independent evaluation and suggest possible steps towards the resolution of the situation. This lack of transparency does not align with the fair practices we strive to uphold in fostering a just gambling environment for both players and operators. Therefore, we have no choice but to close this complaint as unresolved—insufficient evidence from the casino.

I understand this isn't a satisfactory solution to your issue, but the decrease in the casino's rating caused by unresolved complaints could prompt a change in their approach. If the casino decides to respond and resolve the issue, we will reopen the complaint and notify you by email. In the meantime, if you want to pursue your case further, you can submit a complaint to the Anjouan Gaming Authority through the validator on the casino website (validator link) and fill out the File a complaint form.

The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of BetHog Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for all the information and evidence, BetHog Casino.

Dear pangkh111,

I have received and reviewed the additional evidence provided in support of the casino’s decision. Unfortunately, after collecting and assessing all relevant information and evidence, we must conclude that this complaint is Unjustified due to a breach of the casino’s terms and conditions. Specifically, there is evidence of multiple accounts created from the same device and the same IP address range linked with the same payment method. This cannot be seen as just a mere coincidence. Additionally, you confirmed that no one from your family or friends has an account with BetHog Casino, which further supports this conclusion.

Every online casino maintains a very strict policy regarding cases of multiple or duplicate accounts, and the casino team has acted in accordance with its terms and conditions, which you agreed to when you registered your account.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the licensing authority decision should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru