The player from Germany has been accused of opening multiple accounts. The casino blocked his account and confiscated his winnings. We were forced to reject this complaint because the player focused only on sports betting.
Ditobet Casino - Player's winnings have been confiscated.
Amount: €700
Ditobet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Fingers away rip off! My account has been suspended for some flimsy reason they claim I'm playing on multiple accounts which is totally untrue! I contacted customer support but was denied and they said I knew exactly why they were blocking my account!? Further clarification attempts on my part that one should examine the allegations are ignored! My entire winnings of around €700 were canceled and I can still withdraw my payout but I was cheated out of my winnings!
Automatic translation:
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1 year ago
Dear Simon9119,
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 can understand the whole situation completely. 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?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello Kristina, first of all, thank you very much for the serious support because of the complaint is unfortunately not a matter of course.. To your questions: No, definitely nobody from my household has another account, my IP address can’t be used either because I only play there with my cell phone except for this someone hacked my cell phone, but I ran the antivirus program and nothing was displayed.. I haven't completely completed the KYC process there Ditobet now wants me to send in a bank statement and then they want to refund my deposit don't do it yet because I still hope to get the prize I'm entitled to. I earned the winnings completely without a bonus, I didn't take a bonus so that there were no problems.. I'll add my email exchange regarding the problem here so that they have it too. After the mail I tried several times to reach the bookie but there is no more feedback!
The provider contradicts himself in the 2nd mail, first it says that I played with my account S***9119 and an activity from an account called V***, then it means that nobody said that I was using 2 accounts apparently knows exactly why they block me. Because they think I'm active there with 2 accounts!?? No one understands that, so just completely kidding, I feel completely cheated!
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
through my verification you can see that I am only one person I have nothing to do with an account of v*** I place my bets only alone. If your algorithm finds any similarities with other accounts then I can not help it! Just because other customers bet the same or similar bets as me they can not block me what advantage should I even have from it? It is not worth it at all to play with different accounts! It is an impertinence what you insinuate me here! Therefore, I ask them to my deposit + my winnings to let me pay out!
Anfang der weitergeleiteten E-Mail
Von: s-***r@mail.de
An: risk@ditobet.com
Datum: 22-Nov-2022 13:22:51 +0100
Betreff: Re: Re: Account closed
I don't know what this is all about! I just see that there has been a big misunderstanding!
Or they are trying to steal my money!
I only have 1 account S***9119 I don't know anyone who has an account with V***! What evidence is that supposed to be? Please be honest if I am too much in plus for you ok then I will take my deposit + my winnings but to take my winnings here is criminal!
> Am 22.11.2022 - 13:04 schrieb risk@ditobet.com:
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> Dear account holder,
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> No one ever told you that you have registered more than one account! You know very well what is all about.
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> We respect fair play. We have collected all needed evidence for connection between both accounts "V***" and "S***9119".
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> You are free to fire any complains wherever you want. Instead of wasting your time you talk to any lawyer first, ask for explaining these:
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> Please read these Terms very carefully as they form a binding legal agreement between you - our customer (the "Customer") - and us (the "Ditobet").
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> By using, visiting and/or opening an account (the "Account") and using the Service you agree to be bound by:
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> these Terms;
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> our Privacy Policy (including Cookies Policy);
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> our Betting Rules (including all rules applicable to our betting or gaming products)
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> our AML and KYC Policy
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> If you do not accept the Terms, do not use the Website. Where you play any game, or place a bet or wager, using the Website, you accept and agree to be bound by, the Rules which apply to the applicable products available on the Website.
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> 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. If we have good reason to believe that you have opened several accounts with the intent to defraud the Company, we reserve the right to immediately close all of them.
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> 2.7. Should a dispute arise, you and Ditobet agree that the Ditobet transaction log database will be the ultimate authority in such matters.
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> Best Regards,
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> Risk Department
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> Email: risk@ditobet.com
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> Website: www.ditobet.com
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1 year ago
> From: Simon B*** <s-***@mail.de>
> Sent: Tuesday, November 22, 2022 1:38 PM
> To: Ditobet Risk <risk@ditobet.com>
> Subject: Re: Account closed
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> Hello, I have just received an email that my account will be blocked. Because I seem to have registered 2 accounts with you! That's not true, I only have 1 account registered with you under the email address s-***@mail.de. Please check this!
> My only username is S***9119 I only have this account and no other please check!!!
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> I will file a complaint with the gaming regulator in curacao if I don't get my deposit + my won money back! I don't have a 2nd account " named v*** I only have 1 account with the username S***9119 check that! It is also not possible to make 2 accounts via 1 email! You must have made a mistake or you are trying to deceive me!
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> > Am 22.11.2022 - 12:05 schrieb risk@ditobet.com:
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> > Dear account holder,
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> > Both accounts "V***" and "S***9119" are closed due to terms violation. All bets and bonuses are voided.
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> > You are not allowed to use our services! All further accounts you try to register will be blocked too.
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> > You will be contacted via our payment department regarding bank info for returning your deposit.
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> > This decision is final! Expect no further communication.
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> > You can read our terms:
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> > 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. If we have good reason to believe that you have opened several accounts with the intent to defraud the Company, we reserve the right to immediately close all of them.
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> > 3.2. "We will seek criminal and contractual sanctions against any Customer involved in fraud, dishonesty or criminal acts. We will withhold payment to any Customer where any of these are suspected. The Customer shall indemnify and shall be liable to pay to us on demand, all costs, charges or losses sustained or incurred by us (including any direct, indirect or consequential losses, loss of profit, loss of business and loss of reputation) arising directly or indirectly from the Customer's fraud, dishonesty or criminal act."
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> > 3.3. "We prohibit the use of unfair practices in the use of the Services. Thus, we protect our users and guarantee the integrity of the Services. If a customer is found to be involved in any form of collusion to the detriment of a third party or other activity that we classify as unfair play, his account may be permanently closed and the account balance may be confiscated or withheld. Ultimately, we reserve the right, at our sole discretion, to terminate the offending account(s) for the purposes of conducting a thorough investigation into the unfair practices, use of the Website in a fraudulent manner or for illegal and/or unlawful or improper purpose, you have used the Website in an unfair manner, have deliberately cheated or taken unfair advantage of Ditobet or any of its customers or if your account is being used for the benefit of a third party, the person or persons responsible for that practice will face the following consequences:
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> > - you shall be liable for any and all claims, losses, liabilities, damages, costs and expenses incurred or suffered by Ditobet (together "Claims", "Investigations") arising therefrom and shall indemnify and hold Ditobet harmless on demand for such Claims;"
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> > Best Regards,
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> > Risk Department
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> > Email: risk@ditobet.com
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> > Website: www.ditobet.com
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> -------------------------------------------------------------------------------------------------
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1 year ago
Thank you very much for your reply, Simon9119. Could you please advise which games you focused on? Did you play in a casino section or sports betting?
If there is any other relevant communication between you and the casino, please post it here or forward it to kristina.s@casino.guru. Thank you in advance.
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1 year ago
Translation
Hello thank you for your feedback.
I only played sports bets and did not take advantage of any bonus offers.
I have sent you all relevant communications with the bookmaker above.
Greetings Simon
Automatic translation:
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1 year ago
Please understand that if you only focused on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
