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20Bet confiscated my winnings due to an old inactive duplicate account

Dear Complaint Team,

I would like to file a formal complaint against 20Bet.

I am a player from Austria. My current 20Bet account was closed and my winnings of approximately EUR 4,000 were confiscated because 20Bet claims that I had a duplicate account.

20Bet later informed me that the alleged duplicate account was registered under my old email address: exlhaze@gmail.com. I acknowledge that this email address belongs to me. However, I had genuinely forgotten that this old account existed. According to the information available, this old account had not been active for more than one year.

There was no intention to operate multiple active accounts, abuse bonuses, or gain any unfair advantage. I asked 20Bet to reconsider the case, especially because the old account was inactive for a long time, but they refused and stated that their decision is final.

20Bet is only willing to refund my deposits, while refusing to pay my legitimate winnings of approximately EUR 4,000.

I believe this decision is unfair and disproportionate, especially because there was no intentional abuse and the second account was old and inactive.

I also note that I am a resident of Austria and, to my knowledge, 20Bet does not hold an Austrian gambling licence. I believe this may be relevant when assessing the fairness and legality of the situation.

I kindly ask you to review this case and help mediate a fair resolution. My preferred resolution is payment of my winnings of approximately EUR 4,000.

I can provide the full email correspondence, screenshots, account details, and identity verification documents if required.

Kind regards,

[redacted]

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Dear AlexR27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 20Bet and the confiscation of your winnings.

To better understand your situation and to assist you effectively, could you please provide us with the following details:

• When did you register your new account?
• Is your new account still open? Were you able to withdraw the deposit that the casino mentioned?
• Could you please show proof that the old account had not been active for more than one year?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

Hi Jean, thanks for the message.

I will forward everything via email immediately.

The email should contain everything, including the Excel list with the old account showing that it hasn't been used for a while.

The withdrawal from the recently blocked account containing the €4000 winnings was cancelled, and afterwards everything proceeded as stated.

Hallo Jean danke für die meldung

Ich werde gleich alles via mail weiterleiten.

Es sollte in der mail alles drinnen sein, auch die excel liste mit dem alten account wo hervorgeht das dieser länger nicht benutzt wurde.

Auf dem gerade gesperrten konto mit den 4000€ gewinn wurde die auazahlung abgebrochen und dannach nahm alles seinen lauf wie angegeben

Thank you for your patience throughout our investigation and for providing the requested information.

After carefully reviewing the evidence submitted, we understand that your previous account had been inactive for a considerable period and that you did not intentionally create multiple active accounts. However, the fact remains that more than one account was registered under your identity.

Most online casinos enforce a strict one-account-per-player policy regardless of whether an older account is active, inactive, or has not been used for a long time. While we appreciate that forgetting about an old account can happen, players are generally responsible for ensuring they do not register a new account without first recovering access to an existing one or contacting the casino for assistance.

In this case, the casino refunded your deposits while confiscating the winnings obtained through the duplicate account. Based on the information available, we do not find this resolution to be inconsistent with the casino's Terms and Conditions or with common industry practice in cases involving multiple accounts. Therefore, we do not see sufficient grounds to challenge the casino's decision or request that your winnings be reinstated.

For these reasons, we are unable to pursue this complaint further, and it will now be closed as rejected.

Thank you for your understanding.

Best regards,

Jean