Bettilt Casino - Pelaajan voitot mitätöitiin.

Goodnight,

The house www.bettilt89.com where I registered recently canceled all my winnings claiming duplication of accounts. This happened as soon as I requested the first withdrawal, this Saturday.

The Bettilt89.com communication was made this Sunday via email, to which I replied and questioned the reason for the duplication of accounts, since no one in my family uses or plays on any website, just me.

Bettilt responded today saying it wasn't a duplicate account after all but IP duplication. Now, this can only be a big mistake since I always, but always, accessed the website on mobile data, as I don't use any other method on my cell phone. I never connected to a cafe Wi-Fi or other shared network.

Not even at home, because I care about it in my free time from work!

I found out about this site through various advertisements made on different websites and I even heard it mentioned on YouTube by better known people.

I still want to believe that this is a mistake, but I ask for help to solve my problem. Or else this is nothing more than a great excuse for not paying those who are lucky right away on the first bonus.

I need your help to break down the problem they accuse and which, curiously, they do not detail.

Thank you very much

Luís

Boa noite,

A casa www.bettilt89.com na qual me registei recentemente anulou todos os meus ganhos alegando duplicação de contas. Isto aconteceu mal solicitei o primeiro levantamento, este sábado.

A comunicação da Bettilt89.com foi feita este Domingo via e-mail, ao qual respondi e questionei qual a razão da duplicação de contas, sendo que ninguém da minha família usa ou joga em qualquer website, apenas eu.

A Bettilt respondeu hoje a dizer que não foi uma conta duplicada afinal mas sim duplicação de IP. Ora, isto só pode ser um grande engano já que acedi ao website sempre, mas sempre, em dados móveis, pois não uso outro método no meu telemóvel. Nunca me liguei a um Wi-Fi de café ou outra rede partilhada.

Nem na de casa, porque eu ligo-me nos tempos livres de trabalho!

Eu conheci este site através de vária publicidade feita em diversos website e até já ouvi no YouTube a mencionarem a mesma por pessoas mais conhecidas.

Quero ainda acreditar que isto seja um engano, mas peço ajuda a resolver o meu problema. Ou então isto não passa de uma grande desculpa para não pagar a quem tem sorte logo no primeiro bónus .

Preciso da vossa ajuda a desmembrar o problema que acusam e que, curiosamente, não detalham.

Muito obrigado

Luis

Hello luisfields,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bettilt Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in the casino? How many deposits did you make so far? Did you accumulate your winnings with real money or did you use a bonus? Are you still able to access your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good afternoon

I registered on 7/12.

I used the first bonus as I said in the message and the winnings were made with real balance and bonus balance.

The last time I spoke was yesterday, which they don't want to detail the duplicate IP or duplicate access.

Thank you for your answer and help

Boa tarde

Registei-me no dia 7/12.

Usei o primeiro bonus como disse na mensagem e os ganhos foram feitos com saldo real e saldo bónus.

A última vez que falei foi ontem, ao qual não querem detalhar o IP duplicado ou o acesso duplicado.

Agradeco a vossa resposta e ajuda

Hello luisfields,

As we will definitely need more information from the casino, I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, luisfields,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bettilt Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bettilt Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why were his winnings confiscated? What steps should the player take to unblock the account and access the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Hello, luisfields,

Based on the information and new contact from the casino representative, I am extending the timer once more.

Dear Bettilt Casino Team,

Please note these are the last 7 days for the casino to respond. The situation was explained outside this thread.

Thank you for understanding.

We are looking forward to hearing from you.

Hello dear luisfields!

This case is already with the license under analysis.

Thank you!

Alright, Bettilt Casino team, thank you for your reply and the update.

Based on the provided information, we are (temporarily) closing the complaint as unresolved with a note that we are waiting for the regulator's final decision.

Once the final decision is made, any of the involved parties can request a reopening of the complaint and let us know about the results. If it is not done, we will reopen the case in a reasonable time and ask for an update.

We are talking about rather a passive regulator, therefore, please note that the final regulator's decision does not automatically mean we will update the complaint only according to it.

Thank you for understanding. Looking forward to hearing from you.

Greetings all,

Significant time has passed since we closed the case as unresolved, waiting for the regulator's decision. Since we have not been provided with the outcome of the regulator's investigation, and it was the casino who informed us about the fact the case was being handled by the gaming authority, we decided to reopen it and ask the casino for an update.

Dear Bettilt Casino team,

Could you please provide us with an update on the matter? What is the regulator's final decision?

Can you inform the player about the next steps regarding the solution for his issue?

Looking forward to hearing from you.

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.

Hello.

We are still waiting for information.

Thank you

Thank you for the update, Bettilt Casino team.

Can you please provide me with a confirmation of the existing complaint handled by the regulator, for example - the complaint ID number, communication with the authority, or the last update from the authority about the matter?

It probably takes place via email, so it would be highly appreciated if you could provide me with a screenshot of the last email with the necessary details visible in one picture, or a screenshot of the last email sent to the regulator from the casino. If you can send me the complete communication with the regulator, it would be the best.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Please note if nothing is provided, and the casino refuses to cooperate in resolving the issue or to provide us with the necessary details regarding the case, or even shared misleading information before, I am afraid we will be forced to think about complaint closure, however, not in favor of the casino.

Thank you in advance for providing the information.

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 luisfields,

Unfortunately, although the casino was informed about the situation and the need for at least the evidence of an existing complaint handled by the regulator, they failed to cooperate and/or share with us the requested details, and stopped responding. Therefore, I will mark the complaint "unresolved" in our system, but this time with a penalization on the casino's rating on casino.guru. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to change its attitude regarding providing the requested details/evidence, we will reopen the complaint and you will be notified by email.

In the meantime, I strongly recommend that you contact the responsible gaming authority again - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru