SELECT.bet Casino - Player has been accused of opening multiple accounts.

Vor etwa 2 Wochen habe ich mich auf der Casino/ Sportwettenseite www.select.bet angemeldet.

Ich habe 100€ (für Casino) über TRUSTLY eingezahlt, einen Bonus von 100€ bekommen und mich glücklicherweise auf ca. 1800€ hochgespielt. Die genauen Beträge kann ich wegen des geschlossenen Kontos nicht mehr einsehen. Mein Bonus wurde umgesetzt (Der Einsatz war auch nie über 5€).

Nun wollte ich 1000€ auszahlen lassen. Ich konnte bei der Auszahlung noch einmal "TRUSTLY" anwählen. Nach 2 Tagen teilte mir das Casino mit, dass es Probleme mit dem Zahlungsanbieter gibt, ich solle doch eine andere Methode wählen.

Ich wählte Wire-Transfer. Daraufhin verlangte das Casino sämtliche Dokumente: Kopie des Ausweises, Adressnachweis, Kopie des Kontoauszugs. Nachdem ich alles sofort per Email zugeschickt habe, kam ein Tag später wieder eine Email. 

Ich sollte ein Selfie mit meinem Ausweis schicken. Auch das habe ich getan. Dann wieder 1 Tag später kam eine Email vom Support. Jetzt sollte die Echtheit meines Ausweises über eine Behörde beglaubigen lassen. Sehr ungewöhnlich, aber auch das habe ich getan.

Dann bestätigte das Casino mir das mit meinem Konto alles in Ordnung sei und sie sich freuen, dass ich bei ihnen spiele.

Nach weiteren 4 Tagen wurde die Auszahlung endlich bestätigt und 1000€ auf mein Konto überwiesen. Mit dem verbleibenden Rest habe ich mich auf 3550€ hochgespielt. Da zur Abhebung mit Wire-Transfer nur 1000€ möglich ist, empfahl mir der Support, dass ich mir das Geld über Ecopayz auszahlen lassen soll.

Ich beantragte dann die Auszahlung von 3550€ über Ecopayz. Nach 4 Tagen Stille kam dann eine Email, dass mein Konto wegen einer Doppelanmeldung (IP-Adresse ist bereits mit einem weiteren Konto verknüpft) geschlossen ist und meine Auszahlung verwirkt sei. Im Chat verweigert man mir die Kommunikation.

Hier der genaue Wortlaut der Email:

Aiden M. (♦♣⚽♥♠)

Jun 19, 2020, 6:12 AM GMT+3

Dear Martin,

We are reaching you to inform you that our Anti-Fraud Department detected that your IP address is already in use by another account.

You may refer to the " Account and Personal Information" section in our Terms & Conditions:

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

Here is a link for reference: https://www.select.bet/en/pages/terms-and-conditions

In accordance with our policy, your account has been closed and all remaining balance has been forfeited.

Regards,

Aiden M. | Customer Support​D

​

Dear Neptun,

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

Hallo Petronela,

es ist völlig ausgeschlossen, dass sich andere Familienmitglieder/ Nachbarn über meinen W-Lan oder meinen Computer auf select.bet angemeldet haben.

Thank you very much Neptun for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

Hello Neptun,

I looked at your complaint and will do my best to help you. I would like to invite SELECT.bet Casino into this conversation. Can you tell us exactly what happened in this case? Where is the problem with player’s account?

Please send us some relevant evidence that player has a duplicate account. Thank you in advance.

Best regards,

Juli

Dear Neptun & CasinoGuru representatives,

We would like to share the following statement towards the customer's account at SelectBet:

According to our records customer's account was closed on 18/06/2020, in accordance to our AntiFraud Department's decision of dublicate accounts.

Please find the T&C where it's clearly mentioned: "3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

Here's a link for them: https://www.select.bet/en/pages/terms-and-conditions

Everything made towards customer's account is based and is in accordance with our Terms & Conditions. Our AntiFraud Department decision stands as final and it's not a subject for further change.

We hope you will find this informative.

Best,

SelectBet Team

Dear SELECT.bet Casino,

I would like to ask for supporting evidence proving that this player has multiple accounts. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

Dear Juli,

Thank you for your update.

We will update you on Monday morning with all the relevant evidence for customer's account.

Hope you will find this informative.

Best,

SelectBet Team

Dear SelectBet Team,

Is there any news regarding this case? Thank you in advance.

Dear Juli,

Thank you for your update.

At the moment, we are unable to provide any further evidence towards customer's account, since our AntiFraud Department is not available. As soon as we get any updates from them, we will send them over to your email address.

Kind Regards,

SelectBet Team

Hallo,

Ich finde es wirklich nicht okay wie select.bet mit Kunden umgeht, die einen höheren Betrag gewinnen.

Ich habe (wie bereits oben beschrieben) nur EIN Konto eröffnet, und mit viel Glück den Betrag von 3550€ erspielt. Alle geforderten Dokumente habe ich sofort per Email geschickt.

Wie kann es sein, dass ohne konkrete Beweise ein Konto geschlossen wird, und das Geld nicht ausbezahlt wird?

Ich hoffe nur, dass möglichst viele Spieler diesen Beitrag lesen.

Mit freundlichen Grüßen

Dear SelectBet Team,

Is there any updates? 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 affect its rating.

Dear CasinoGuru Team,

Thank you once again for updating the thread.

As per our AntiFraud Department our decison remains final, and as per our general T&C, we are unable to provide any further evidence on an online platform, since it contains sensitive personal information.

Should anything else pop-up, we are on your disposal.

Kind Regards,

SelectBet Team

Dear electBet Team and player, please note that all information containing sensitive data are carefully reviewed and marked as sensitive in our system, only casino, player, and we can see them.

Good day,

I would like to ask Select.bet Casino to provide an evidence that would demonstrate that the player has two different accounts with the same data. Is there another connection between these accounts? I understand your position, but please, we would like to see other kind of evidence. Thank you in advance.

Best regards,

Juli

Dear CasinoGuru repsentatives & Customer,

Thank you for updating the case.

We believe that our last statement was detailed explained, accompanied with a screenshot having all the needed information for the customer and his case.

Our decision will remain final and we cannot provide any further evidence towards Juli's request.

Hope you will find this informative.

Kind Regards,

SelectBet Team

We would like to ask the SelectBet 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 affect its rating.

Dear Martin & Casino Guru Representatives,

We would like to share the following statement, regarding Martin's account on Select.Bet:

"After a detailed revision on our side, the general decision and fact that your account was created in violation of our duplicate account policy remain true.

However, our Management was keen on making an exception for your account which is why your balance has been restored and your account has been reactivated.

You can freely operate with it, however, for future reference, please refrain from breaching the site's Terms and Conditions as it may result in the closure of your account."

As per the above mentioned, we talked directly with the customer on the phone and everything was explained in detail.

Kind Regards,

SelectBet Casino Team

Hallo zusammen,

ich bestätige dass mein Konto wieder geöffnet wurde. Ich habe jetzt die Auszahlung von 3550€ beantragt.

Sobald der Betrag auf mein Konto ist, werde ich auch das hier bestätigen.

Dear Martin,

We would like to inform you that your withdrawal request was handled successfully and the amount of 3,550.00 EUR was transferred to your EcoPayz account.

Kind Regards,

Select.Bet Casino Team

Hello Martin,

Please, update us when funds are received. Thank you in advance.

Hallo zusammen,

der Betrag von 3.550 € ist soeben auf mein EcoPayz-Konto eingegangen.

Ich bedanke mich nochmals ganz herzlich bei Casino Guru.

Aber auch ein Dank an Select.bet!

Viele Grüße

Martin

Dear Martin,

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.

Best regards,

Juli