Bet1000 Casino - Pelaajan voitot takavarikoitu väitetysti päällekkäisen profiilin takia.

My name is Temenuzhka. I deposited, was given a bonus, and won, but they don't want to pay me out, claiming I have a duplicated profile, even though I have verification.

Казвам се теменужка депозирах дадоха ми бонус и спечелих но не искат да ми изплатят сумата че съм имала дублиран профил а имам верификация

Dear emiri2075,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was this your first game session or have you played before? Have you withdrawn any winnings in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Dear emiri2075,

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.

Hi everyone,

first of all, I am not sure why the player mentions an amount of 120.000 Leva as disputed. The player had at no time this amount on his account.

Secondly, the player has a duplicate account and even used the same phone number for the second account ( as well as several other details which are the same).

Third, the player currently does not have any balance on the account.

Kind regards,

bet1000

@Bet1000 Casino team,

Thank you for providing the clarification. We are currently awaiting the player's response to shed more light on the situation. If they fail to reply within the given timeframe, we will proceed to reject this complaint.

Dear emiri2075,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.