ReloadBet Casino - Player’s winnings were confiscated after account verification

Dear Casino Guru,

On 16/07/24 I opened my Reloadbet account, made deposit of 4100 PLN in total (about 960 EUR) and placed live bets which gave me the winnings of 2730 PLN (about 640 EUR).

After that, they suspended my account and requested for documents: pictures of my ID, picture of me holding my ID and a paper with my username written on it, my bank statement and a picture of my card which I used for deposit.

On 17/07/24 I sent them all the documents, they verified them, unlocked my account and adviced me to withdraw funds as they were going to close my account permanently. 

After I logged in to do it I noticed that my winnings had been deducted from my balance. I checked my betting history and the bets were stilll settled as won but the funds were missing in my account. That time, the balance was equal to my total deposits which meant that they deducted my winnings not leaving any trace in my account history. 

I asked about that by the live chat and there I was informed that in their opinion I violated 

point 1.2.4 of the T&C:

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. 

I responded by the e-mail that I didn't commit any of those violotions mentioned there.

I did registered my account in my own name and personal details which they confirmed after I sent the required documents. I registered the account using my smartphone which I am the only user of.

I didn't registered any other account at Reloadbet. The account No. 4625831 is my only account, however they didn't change they decision.

I hope you can help me in the dispute.

Dear jarekplonka, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you submitted the correct personal details in the registration form, including your first and last names, date of birth, and address?

Did you participate in sports betting only or did you play slots and live casino games as well?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Dear Veronika,

Thank you for your response.

I'm absolutely sure that nobody else could register an account using my IP address or device, as I live alone.

I'm also sure that all the details which I filled the registration form with were correct.

Thank you very much, jarekplonka, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello jarekplonka,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite ReloadBet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Interactive Licensing Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Dominika

Casino.Guru