FenomenBet Casino - Player's account has been closed and winnings confiscated.

COMPLAINT TEXT (ENGLISH – RECOMMENDED)

I had a total balance of 83,442 TRY on Fenomenbet.

First, I requested a withdrawal of 50,000 TRY, which was successfully paid to me.

After that, I submitted another withdrawal request for the same amount (50,000 TRY).

After the second withdrawal request, Fenomenbet:

Permanently closed my account

Confiscated the remaining balance of 83,442 TRY

Refunded only my initial deposit of 10,000 TRY to my bank account

The casino claimed this was due to "same IP address", however:

No evidence was provided

No details about which account, when, or how this IP violation allegedly occurred

No prior warning was given

Most importantly, if there was a real violation:

The first withdrawal should not have been approved

Or the issue should have been raised before paying out winnings

Approving the first withdrawal and then confiscating the remaining balance afterward is inconsistent and unfair.

I believe Fenomenbet is using the "same IP address" argument only to avoid paying my remaining winnings.

My request:

Full payment of my confiscated balance of 83,442 TRY. Ak8080

The casino closed my account claiming "same IP address / multiple accounts".

However, while my account was active, the casino allowed me to play and deposit, and most importantly approved and PAID a withdrawal of 50,000 TRY.

After this payment, the casino closed my account and removed 83,442 TRY from my balance under "balance adjustment".

If there was a serious rule violation, the withdrawal should not have been approved and paid.

This is a retroactive and inconsistent application of rules.

I request payment of the remaining 83,442 TRY.

Evidence attached.

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Hello,

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

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

• Do I understand correctly that both you and your wife are players in the same casino?
• Who created their account first?
• Have you played using the same device in order to play at any point?
• Have you accumulated your winnings with the help of a bonus or a promotion?

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

Hello Tomas,

Thank you for your message.

Yes, both my wife and I have accounts at FenomenBet Casino. We used the same mobile phone because we share one device at home. However, we have never logged in and played at the same time.

Both of us had winnings at different times, and we also had losses. Our gameplay was normal and independent. We did not coordinate bets or attempt to gain any unfair advantage.

We only used the standard loss bonus provided by the casino after losing. We did not abuse any promotions or create multiple accounts for bonus purposes.

We are two separate individuals and we are fully willing to provide any verification documents to prove this.

We kindly request a fair review of the case and the payment of the remaining 83,442 TRY.

Thank you for your help.

Best regards.

Hello Tomas,

Thank you for your message.

Yes, both my wife and I have accounts at FenomenBet Casino. We used the same mobile phone because we share one device at home. However, we have never logged in and played at the same time.

Both of us had winnings at different times, and we also had losses. Our gameplay was normal and independent. We did not coordinate bets or attempt to gain any unfair advantage.

We only used the standard loss bonus provided by the casino after losing. We did not abuse any promotions or create multiple accounts for bonus purposes.

We are two separate individuals and we are fully willing to provide any verification documents to prove this.

We kindly request a fair review of the case and the payment of the remaining 83,442 TRY.

Thank you for your help.

Best regards.

Thanks for your reply.

Please note that creating multiple accounts is prohibited in most online casinos, including FenomenBet Casino.

If you use the same device to access multiple accounts, online casinos will consider this as having more than one account. It would be impossible for us to argue that the accounts are separate. I recommend that in the future, when playing in online casinos, you choose a different one from your wife to not give any justification for the online casino to enforce similar rules.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.