Ditobet Casino - Player's account was closed.

I played with this site and everything seemed great. After I played a while, I tried to make a withdrawal. 

Next thing I know, my account is closed with message "Client locked" and I cannot even log in. I tried to get in touch with support, but they couldn't help. After a while, they responded with the message "Account is closed for terms violation - providing false info."

I knew this to be wrong, so I asked them what information was supposedly false. I thought it was a misunderstanding, so I offered to prove that all my information was indeed...correct.

But that didn't help. Ditobet stopped responding completely to emails, and chat still couldn't help, so I still don't know what was behind their reasoning to close my account and keep my entire deposit for appr. €600-700, and I never got any chance to clear up and misunderstanding.

Very scammy behavior.

Dear maags,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I better understand the situation.

Do I understand correctly, that verifying the phone number was the single reason the casino concluded you provided them with false information? Did the casino try to verify your phone number in other ways other than calling you directly? Did the casino withhold your balance, including your deposits?

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

Best regards,

Tomas

Hello,

Thanks for the reply. No, the number was also correct. It was verified and I could prove it if necessary. I just hadn't discovered any foreign phone calls, so I didn't know what they were talking about. I still don't know why they accused me of false information, as they never explained why.

And yes, the account had a balance of appr. €700 when my account was closed. I never saw that again when they stopped replying.

Thank you very much, maags, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 maags,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Ditobet Casino to join the conversation.

Dear Ditobet Casino,

Can you please provide some information on why the player did not pass KYC verification? Which information from the player do you consider false? If you want to keep these details private, please send them to michal.k@casino.guru. 

Dear Casino Guru and Maggs,

This is the second account registered by the same user ( device and IP match, same betting behaviour). The phone number is unreachable. According to our terms and conditions:

2.5. You are only allowed to register one Account with Ditobet. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons, and/ or third parties operating on your behalf. You can have only one account per person, family, household address, email address, payment account number, IP address, mobile device and/or shared computer, i.e. Public library or workplace.

Currently, the account is closed and has a negative balance of €300 as the user has already processed withdrawals which exceed the sum of all deposits.

Kind regards.

Thank you for the response, Ditobet Casino.

Can you please forward all related relevant evidence to me at  michal.k@casino.guru?

Dear maags,

I'm in contact with Ditobet Casino and I have received some evidence from Ditobet Casino that may indicate the above-mentioned possible creation of multiple accounts. However, we are not quite sure if the current evidence is sufficient and I will ask Ditobet Casino for more details.

Can you please confirm and forward all your personal details including your address, phone number, date of birth, etc. that you inserted when registering your account, what devices and browsers have you used to access your casino account to me at michal.k@casino.guru

Dear maags,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I sent it all yesterday. Thank you. 🙂

Dear maags,

Yes, I did receive your emails and I have asked Ditobet Casino to provide additional information so we could move with your complaint further.

Dear Ditobet Casino,

I sent you an email to let you know what we believe would be a reasonable course of action in this case, and I'm waiting for your response.

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 maags,

I have contacted Ditobet Casino repeatedly and tried to communicate our position in this case, but all our efforts we not successful. The reasoning and evidence we have received from Ditobet Casino are not sufficient for us to agree with their decision. Ditobet Casino should have done more to help you with the verification.

Ditobet Casino has failed in this and they have what appears to be an intentional approach to find any minor reason not to pay the players their winnings, which we don't consider fair.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider its decision, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion. I advise you not to play in Ditobet Casino anymore and find a more reputable casino with a good rating.

Best regards,

Michal