Epicbet Casino - Player's account has been closed and funds confiscated.

Hello

I registered there and verified my account.

After good streak I made from 250$ a 1618$ and decided to withdraw it. My withdrawal was put on hold and I was asked by mail to upload additional document ( Proof of Address ) and after that I will get paid.

However after uploading document and passing all steps of verification after 2 days I got mail that my account got closed and all money seized because they detected multiple accounts.

However I never registered any other account in my name in their service neither someone else used my device or played there from my household. I didn't use any of their bonuses, played in my name and from only 1 account. This is pure scam

ps. I'm from Poland I changed flag because I couldn't open their profile in your service and I don't know how to change it back.

Dear falkonbet, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Epicbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you been using only one device to log in to your account? Have you ever played in the casino in your workplace or using a public Wi-Fi (e.g., in a shopping center or in a library)?
• Have you ever used VPN to open the casino website?
• Could you please specify if any of your other documents were verified before the casino asked for proof of address? 

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, 

Natalia 

Hello Natalia

1. I logged from my laptop only, I'm not sure about wifi connections
2. No I didn't use VPN
3. I verified with my ID & selfie before and account was fully verified until I requested withdraw where they asked for additional document POA

Thank you very much for your reply, falkonbet. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hello, I forwarded to you 2 emails

Thank you very much, falkonbet, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.

Hello, falkonbet,

I am sorry to hear about your trouble. 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 Epicbet Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed, and winnings 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 ([email protected]).

Thank you.

Hi Branislav,

A more detailed response has been sent to the provided email. If you need more explanation, let me know.

Regards,

Epicbet Security Team

Thank you for your email and the additional information, Epicbet Casino Team.

Can you please look at my last email regarding the matter and provide the requested?

Thank you. Looking forward to hearing from you.

Hi Branislav,

Please see detailed answer sent via email to you.

Best regards,

Epicbet Security Team

Dear falkonbet,

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - the exact points were already stated by the casino in the email you received upon closure of your gaming account. There are reasonable grounds to believe we are talking about intentional and coordinated fraudulent activity, including another user/account or other users/accounts. Based on the provided data, it would likely be impossible to prove otherwise.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website. In case of any questions, feel free to write to me at [email protected].

Thank you very much, Epicbet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru