The player from Bulgaria had their account suspended due to accusations of having multiple accounts, which they denied, stating that it was linked to their personal ID number. They received a refund on their deposit but were unable to access their account to withdraw winnings totaling between 1000 and 2000 BGN. The issue remained unresolved as the Complaints Team concluded that there was insufficient insight to assist further, leading to the rejection of the complaint. Recommendations for alternative support channels were offered.
Sportingbet Casino - Player’s account is closed and winnings are confiscated.
Amount: 1,500 лв
Sportingbet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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3 weeks ago
Translation
My account was suspended with the accusation that I have more than one account, which is not true and not possible since it's tied to my personal ID number. They refunded my deposit, but not the accumulated winnings, which were between 1000 and 2000 BGN. I cannot access my account.
Automatic translation:
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3 weeks ago
Dear MorganFreeFarm,
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?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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3 weeks ago
Translation
Back then I lived in a dormitory and we shared internet, it's quite possible. Sports betting. I'm not 100% sure about the bonus, but I don't usually use bonuses, it's more likely that I didn't use it.
Automatic translation:
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3 weeks ago
Thank you for your reply, MorganFreeFarm. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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3 weeks ago
I will get back to you via email.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
