Home Complaints ReloadBet Casino - Player has been accused of opening multiple accounts.

ReloadBet Casino - Player has been accused of opening multiple accounts.

Amount: €1,500

ReloadBet Casino
Bad reputation
Submitted: 14 Oct 2021
Case opened Current status

Waiting for casino to reply

6d 2h 9m 38s

Case summary

21 hours ago

The player from Italy has been accused of opening duplicate accounts. Admittedly, she has opened two different accounts.

Public
1 week ago
Translation

The applicant requested a withdrawal of € 1,500.00 following a win. After having sent all the documents and not having received any feedback from the casino, the writer proceeded to ask for information about the withdrawal through the online chat service.

Today the applicant learned that the casino that immediately closed the account plays after the withdrawal, thus not allowing any access to their account, that Reloadbet wants the withdrawal to be 610 euros instead of 1,500.00 euros for the account to play it is double.

It should be noted that the first gaming account has been closed for months, without any notice. That the second game account had a different username, another different email but the personal data were the same, so this verification should have taken place during registration.

Since you can check the history of the bets on the slot in which the applicant played without any bonus, it is also possible to check the history of deposits.

The writer has the right to collect the winnings of € 1,500.00 instead of € 610.00 as the Casino wants to impose, as she played with the new gaming account and which cannot be considered duplicated as the first had been closed for months. .

Codesto Casino GURU invites you to solicit the payment of the legally due sum equal to 1,500.00 euros and to proceed with the verification of what is stated in the aforementioned complaint.

With best regards

Automatic translation:
Public
1 week ago

Dear Gigliola,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://www.reloadbet8.com/info/terms_and_conditions:


"1.2.4. The Player’s Account must be registered in his/her own, correct, name and personal details and it shall only be issued once for the Player and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which the Player opens with the Company, or which are beneficially owned by the Player in relation to the Services shall be "Duplicate Accounts". The Company has the right to close any Duplicate Account (but shall not be obliged to do so). If the Company closes a Duplicate Account:

  • 1.2.4.1. All winnings, bonuses, Free Bet bonuses and winnings accrued from such bonuses and Free Bet bonuses using that Duplicate Account will be voided and forfeited;
  • 1.2.4.2. The Company may, at its entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by the Company from the relevant Duplicate Account, any amounts to be refunded to the Company by the Player in respect of a Duplicate Account may be recovered by the Company directly from any other of the Player’s Accounts (including any other Duplicate Account); or
  • 1.2.4.3. The Company may, at its entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for the Player through the Duplicate Account shall be retained by the Betting Company."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account was blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise under what circumstances was your old account closed?


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

Public
1 week ago
Translation

This is absolutely not true because the first gaming account was closed months ago. The second game account was new, in any case, the instant always played with the only open games account. In fact, immediately after the withdrawal, without the applicant having yet forwarded all the documentation, this second gaming account was also immediately closed. Not only has the writer no longer had access, in order to allow the same historical chronology of deposits and winnings, all made with a single and exclusive open account. The casino only wants to pay € 610.00 against € 1,500.00 of the winnings. Furthermore, the applicant did not violate any regulation as the first gaming account had been closed for no reason by reloadbet

Automatic translation:
Public
1 week ago
Translation

This is absolutely not true because the first account had been closed for months. The applicant has always used the same personal data when registering, playing only and exclusively with one and only one account. The history of deposits and bets is asked where it is clear that the instant did not duplicate any gaming account, as even the first one was closed without any notice and following a win. The reloadbet should have had the same care also for deposits always made with the same card used for the first game account, I repeat closed for months. The win was made with the only open account, namely Luxurya

Automatic translation:
Public
1 week ago

Dear Gigliola,

If your old casino account has been blocked by the casino itself, it wasn't without a reason. The reason has not been communicated to you but I'm sure that the casino had a valid excuse. For future references, if your account gets blocked I would strongly recommend against opening a new one but requesting a reopening of the old one. The majority of casinos will act the same way and if they identify that you have had an active account in the past and you reopened a new one, your winnings will be confiscated.


Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Public
1 week ago
Translation

So why is the casino still not responding as it has canceled the winnings it should refund all deposits as per law

Automatic translation:
Public
6 days ago

Could you please advise how much were your deposits and if your second account was verified already?

Private
6 days ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
6 days ago

Do I understand correctly that your deposited funds in the amount of €610 have been approved by the casino but delayed?

Private
6 days ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
6 days ago
Translation

If they were multiple accounts as stated by the casino they should settle the deposits of both instead they settle where the least deposited and where the account is closed and cancel the deposits and winnings of the open gaming account. Clarity is required

Automatic translation:
Public
5 days ago

Dear Gigliola,

As we established earlier, your first account has been blocked by the casino. Subsequently, you created another account without permission from the casino. I strongly advise against such action in the future to avoid any misunderstandings.

Do I understand correctly that you have deposited €610 into your second account and this amount has been approved for a refund?

Private
5 days ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Private
5 days ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
4 days ago

I see. Your first account has been reinstated, correct?


Have you redeemed any promotional offers / bonuses in your second account?

Edited by a Casino Guru admin
Public
4 days ago
Translation

I have never redeemed anything, they closed everything again without making me follow the transaction of the withdrawal imposed by the Casino equal to 610 euros and again it turns out at least that it was not successful. I don't understand why this Casino Guru fails to come up with a solution

Automatic translation:
Public
3 days ago

As the case is really confusing and I was trying to get as much information as possible while understanding that your first account has been blocked by the casino and you registered another one without casino's permission.


I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
21 hours ago

Hello Gigliola!


From now on I will take care of your complaint. In order to proceed I would like to invite representatives of ReloadBet Casino into this complaint in order to help us resolve the situation.

ReloadBet Casino has 6d 2h 9m 38s to reply