Sportsbet.io Casino - Player has been accused of opening multiple accounts.

Hi dear friends,

Sportsbet.io does not pay my money since 3 december. I played over cameroon. luck was on my side and it was my first bet.My bets won then i wanted to withdraw. I tried to withdraw but it was rejected. Then my account was disabled to withdrawals. Security departmen wanted Kyc from me 2 (twice). I verified them faster then they told me that I have multiple accounts. Then they do not answer me never. Sportsbet accuses me of multiple accounts because my old email addresses are similar.I did not use any promotion or bonus.I had created an account before, but I had closed and created those accounts.I was usually losing money and when I won a bet I was withdrawing and closing my account. I was losing a lot of money. but when i wanted to have fun i was opening a new account because i closed my old account. I don't have two accounts active at the same time and live support told me that I can do it. Also, condition 10.1 said I could do it. I didn’t violate any rules. Please be awarenes about their behaviours.

I hope Daniel will help me. Not a lot of money for sportsbet.İo

Dear Snne,

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 (here):

"3.6. If you notice that you have more than one registered Member Account you must notify us immediately. Failure to do so may lead to your Member Account being blocked."

"10. Closing of Member Accounts

10.1. If you wish to close your member account, you may do so at any time by contacting Customer Support in written form via email. The effective closure of the Account will correspond to the termination of the Terms and Conditions. If the reason behind the closure of the Account is related to problem gambling, you shall indicate this in writing when requesting the account closure."

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 blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? Have you communicated the possibility of opening a different account with the casino beforehand? How many accounts have you opened, please?

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

I emailed you my proofs. I'm adding it here too.

Hello, I submitted a complaint. As linked with this,I added the mail traffic with sportsbet.io and relevant screen shots.

They asked me if I had a connection with 7 accounts. 3 accounts were previously opened but closed accounts "aysugnr, hknays, aysgnrm" accounts that they claimed to belong to me. But, these accounts already closed. Terms and conditions lose their validity when the account is closed according to condition 10.1. Also, live support told me that i can open a new account. (You can find the screenshots attached) So, I didn't do anything on my own. Having another account, as you say, requires it to be declared. According to the live support, "an account will be active, this will not be a problem". Therefore, there was no question of reporting an already closed account. Moreover, terms and conditions are waived when an account is closed (10.1) . So, obviously, closing an account and opening a new account is not a violation of the rules. I have never had two active accounts. I did not do anything suspicious. You can check my bets. I usually lost. I didn't break any rules. I did not use any promotions or bonuses. You can check the transactions made in my accounts. I just bet for fun with my own money. Although, my kyc verified sportsbet.io confiscated my earnings. this is not a lot of money for sportsbet.io.

Dear Snne,

Just to make sure, you were aware of having previous accounts in this casino and still, you created additional ones? With all due respect, it seems as if you knowingly breached the rules. Please understand that the rule "one account per player" applies in the long term, not in the presence only. If you had an account with the casino, you should reopen it and not create a new one. I still do not understand why you kept closing and opening accounts every time you placed a withdrawal. Could you elaborate, please?

Hello,

I understand you didn't check the screenshots I posted. Could you please take a look at the evidence I sent you? There you will see my talk with sportsbet.io live support. You will be able to see that he has told me that I can close an account and open a new account. This is not a violation of the rules as you mentioned. sportsbet.io told me this. You can also see that I can do this in condition 10.1. I have never had more than one account active at the same time. All my other accounts were closed. How can I get an advantage from a closed account? I just wanted to take a break from gambling and then when I wanted to continue, I opened a new account. Nobody told me that I could open my old account again, and it is not written in the conditions. stop accusing me of multiple accounts. I didn't do multiple accounts. If I know I can reopen the account, why not do it? Why would I risk knowing so much money? sportsbet.io gave me this injustice. confiscated my earnings. If they wanted to prevent this, they should have made it clear in the terms and conditions. The live support team told me that I can open a new account. but now they are confiscating my earnings. It's unfair. It's not a lot of money for them. They should pay me my earnings. They should be careful from now on. I did not use any bonuses or promotions. I didn't break any rules. There is no obstacle for them to pay my winnings. Please examine the evidence I have presented to you. so you can give me credit. Below you can see the e-mail that my account has been closed. and there is no warning in this mail that I can open it again. There is no such warning in the rules and conditions. Please review the screenshots I sent you.

I've seen the screenshots before, Snne. I do not understand why the live chat confirmed that opening a new account is perfectly fine and then the casino accused you of having multiple accounts. However, the general terms and conditions do not suggest that closing and opening brand-new accounts is fine. Terms 10.1. states that a player can close their account anytime. It doesn't support the opening of another account in the future.

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? 

Thank you very much, Snne, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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 Snne,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sportsbet.io Casino to join the conversation and participate in the resolution of this complaint.

Dear Sportsbet.io Casino,

Can you please provide further information regarding the player's use of multiple accounts, and the reason for their withdrawals being disabled?

Kind regards,

Adam

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.

Dear Snne,

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 eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint was reopened at the request of the casino.

Dear Snne,

The casino has since provided sufficient evidence that many different accounts are linked to your account. This is directly against the terms and conditions of the casino.

Consequently, in light of this new information, the complaint will now be rejected.

Kind regards,

Adam