The player's account got blocked for multi-accounting. The casino stated that the reason for the player's account having been blocked was due to sports betting-related activity. As we do not have enough insight into sports betting to be able to comment fairly on such matters, the complaint was rejected.
Ditobet Casino - The player's account got blocked.
Amount: €3,900
Ditobet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.1
Ditobet Casino has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
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Good day,
I deposited €222 at Ditobet and made a profit of around €3900. I made a withdrawal request for €2890 on 11/22/22, €1000 was still in my account.
On 11/22/22 I received an email from Ditobet that I had violated the terms of use and my account was therefore blocked. All my winnings of €3900 were confiscated.
I have been accused of having multiple accounts on the platform. However, that is not correct. I have only registered once at Ditobet.
My account was verified at Ditobet before I played actively. There were also no problems with the deposit.
I have read various reports that other users have also received bans after email withdrawal requests which are not at all legitimate.
I have asked the company to provide me the evidence where I have multiple accounts and provide the evidence where I violated the Terms of Service. To date, no evidence has been provided to me.
I think the company intentionally invents reasons not to make withdrawals. It's cheating in my opinion.
Identical cases can also be found here in Casino Guru as well as under Trustpilot and this is no coincidence.
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2 years ago
Hello Vbeetle,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ditobet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did the casino mention anything about deposit refund? How long have you been playing in the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
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Good day,
my account has been fully verified since day 1. That was 11/20/22. I uploaded my documents and then in my profile I saw that the account was successfully verified.
The last communication was on 11/22/22. Of course, I appealed the decision. I then received the following email, which is also very dubious and contradictory:
Dear account holder,
You know very well what is all about. We are not saying you have more than one account. We respect fair play.
We have collected all evidence needed for connection between both accounts "Vbeetle" and "Simon9119" (we are not saying you are one person).
Again, please read our terms and conditions:
Please read these Terms very carefully as they form a binding legal agreement between you - our customer (the "Customer") - and us (the "Ditobet").
By using, visiting and/or opening an account (the "Account") and using the Service you agree to be bound by:
these Terms;
our Privacy Policy (including Cookies Policy);
our Betting Rules (including all rules applicable to our betting or gaming products)
our AML and KYC Policy
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.
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, ie 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.
In fact, I was only refunded my deposit of 222 euros on 11/22/22, but my winnings were completely forfeited. The company still owes me €3700.
I've been playing Live Blackjack since 11/20/22 for the most part.
As already mentioned, I am not the only person affected who has had such experiences. You can find identical testimonials in Trustpilot and it's no coincidence. I read the reports afterwards, otherwise I would never have played there.
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2 years ago
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I would also like to add that all winnings were made with real money. I have not claimed any bonus offers from the casino.
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2 years ago
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Hello ,
I just saw that Simon9119 also filed an official complaint against Ditobet for the same reason as me. That's exactly the profile I'm accused of having. In a complaint he also reports that he is accused of having a vbeetle account at the same time.
This is proof that the casino is wrong and messed something up. They are two different people and accounts.
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2 years ago
Hello Vbeetle,
Can you please forward all the relevant evidence and chats you have regarding the case to nikolas.b@casino.guru?
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2 years ago
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Hello Nick,
I forwarded the emails. Primarily my reply emails, the original emails from Ditobet are also included there.
Also, can you please change the complaint to "Winnings confiscated by spy".
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2 years ago
Hello Vbeetle,
Could you also please clarify whether you played casino games or sports betting?
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2 years ago
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Hello,
I played live blackjack, i.e. live casino.
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2 years ago
Thank you Vbeetle for all the information provided. I will now forward your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello Vbeetle,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Ditobet Casino to join the conversation and participate in the resolution of this complaint.
Dear Ditobet Casino,
Can you please provide further information regarding the player's use of multiple accounts and the confiscation of their winnings?
Kind regards,
Adam
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2 years ago
Hello Vbeetle,
I have made contact with the casino, and they have further clarified the issue. They have stated that you have used your account primarily for sports betting, and although there has been some blackjack play there was no issue with that, the issue is related to sports bets.
I am awaiting further proof from the casino, but would like to ask you one more time - has your account primarily been used for sports betting?
Kind regards,
Adam
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2 years ago
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Hello,
I made big turnovers in the casino section and made profits there. These winnings were also confiscated. I also occasionally played sports betting but more in the casino area. You can also see this in the transaction history of the casino.
The casino contradicts itself here again. If she confirms there were no issues, then why was my account suspended? Why aren't they responding to my messages?
My account was closed on the grounds of "multi-account" and the casino now says there was no problem for blackjack. That makes no sense.
You have 1 account and that applies to all game options.
As long as there are winnings and activities in the casino / blackjack area, then I think this is also a case for Casino Guru.
I also had winnings from blackjack and those winnings were also confiscated.
I have forwarded all the emails to your colleague Nick. It is also clear there that the casino contradicts itself here.
Adam, I would also ask you to check the reviews for this casino on your platform. In the last 4 weeks alone there have been bad reviews and complaints against the casino with the same case.
People don't get their money from the casino and on their platform the casino has a reputation of 8.1. That doesn't add up. You have to act here and reconsider the reviews.
The casino systematically keeps my money. That's cheating.
I don't care about my account. I just want my money.
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2 years ago
Dear Vbeetle and Casino Guru,
Of course, on casino games, users can generate a large turnover, but this is not the key factor. The profit of this player is mainly from sport (around 60%). For us, there is no relevance how many games the player plays. When there is a terms violation (multiple accounts) the whole accounts get closed.
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.
Both accounts were closed and deposits were returned.
Kind regards.
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2 years ago
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Hello,
Thank you for confirming that I also have winnings from the casino section and they confiscated those winnings as well.
There are assumptions that I was involved in sports 60%. I can say with certainty that the main activity of mine has been in casino (bets and wins). My transaction history will certainly prove that. My main activity with my bets was definitely 70-80% in the online casino area.
@Adam: The casino has hereby confirmed that I have winnings from the casino area and these winnings have also been confiscated.
You have no evidence that I have multiple accounts. You cannot prove beyond a reasonable doubt that this is the case. The user "Simon9119" has nothing to do with me personally.
My identity has been verified with you and my deposits have been accepted. Just because I won something they blocked my account for wrong reason.
I have sent you all the paperwork and verified my identity.
To date, they have not provided me with any evidence that I have multiple accounts, although I have asked several times. I have sent all emails to you to Casino Guru as well, never got a response from you.
They have confirmed to Casino Guru that playing blackjack is not a problem. Then why did you ban my account?
Also, you only blocked my account after I requested a withdrawal. Isn't that strange? They let me play and deposit with no problems but when I want to withdraw they block my account.
I'm still expecting my winnings.
@Ditobet Casino: I would like to politely ask you again to pay me my winnings. I don't care about my account. I don't want to play with you anymore but I would like to have my winnings.
My lawyer in Curacao is awaiting the outcome of this complaint on Casino Guru. If you do not agree to pay out my winnings here even in the arbitration process, then we will collect the money through a lawsuit and file an official complaint with Curacao Gaming.
They unlawfully confiscated my winnings.
All of these wins were made with real money.
So please give my money.
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2 years ago
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Addendum:
1.) You send me an email on 11/22/22 that my account has been blocked due to multiple accounts.
2.) Then send me the following email on the same day after my objection and request for evidence:
Dear account holder,
You know very well what is all about. We are not saying you have more than one account. We respect fair play.
We have collected all evidence needed for connection between both accounts "Vbeetle" and "Simon9119" (we are not saying you are one person).
@Adam: To date, Ditobet has not provided me with any evidence that either account belongs to me or is related. Ditobet contradicts itself and is not telling the truth here. I have sent all emails from ditobet to their colleague Nick. You can see in the emails that the casino itself contradicts this.
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2 years ago
Dear Vbeetle,
Please understand that the casino has stated that the reason for blocking the account is solely related to sports betting activity. 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 do not necessarily think that your complaint is unjustified, we just couldn't evaluate the issue properly.
I appreciate that you have also played casino games, but if your account is blocked by the casino due to sports-betting-related activity only I am afraid there is nothing we can do to help.
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.
Kind regards,
Adam
