Vbet Casino - Player’s account has been blocked.

Vbet Casino is a corrupt company!!! I am a very good level backgammon player and I played in the Backgammon section of Vbet casino. A month ago I was accused of fraudulent activity for no reason. They closed my account where I had 530 euros and stole my money from my account. I asked them for explanations for these serious accusations and they said that my case was being investigated by the "correct team". I asked them for explanations and evidence and they said that the "correct team" does not disclose their methods to Customer Service. People , please stay away from Vbet. This is a corrupt and criminal company. If you are a loser it is perfect for them, but if you win they will close your account and steal your money for invented reasons, without any proof.

Dear Mxm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.vbet.com/backgammon-help:

"Fixed game

The following are examples of a "fixed game":

a player intentionally transmits a bet to a friend or other person,

a player fraudulently uses a credit card that does not belong to them,

a player submits false data during the game in the backgammon room."

I’m not claiming that you’ve broken any of the abovementioned rules, only suggesting that one of them might be a possible reason for your account closure. Do I understand it correctly that Backgammon is only played against other players, not against the house?

Could you please forward all the relevant communication between you and the casino to petronela.k@casino.guru? Thank you in advance for your reply.

Best regards,

Petronela

Yess, indeed Backgammon is played against other players, not against the house. However, I think a few players are "helped" by the house, being game after game "very lucky". Leaving this aside, by "fraudulent activity" they mean that I used external software to create an advantage for me during the game, which is an invention of theirs and a great aberration. I don't know what external software they refer to, how it can be used, their time to make a move during the game is 3 seconds and 5 seconds. I asked them for evidence for these allegations, and they said that the "correct team" did not disclose these details to Customer Service. Once again I tell the Backgammon players around the world to be careful not to put their money on Vbet, because at some point they will invent a reason not to give the money won and take it from themselves! This is probably a strategy for this Casino to withstand the Market! For them, winning is more important than the customers base!!!

Thank you very much, Mxm, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

Thank you very much Petronela and Casino Guru for the support and help you give me and the other players!

I wish you all the best!

Hi Max,

I looked at your case and emails and understand your situation. I will contact the casino and see if I can help.

Ok. Thank you!

We would like to ask the Vbet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Max,

I'm discussing the issue with the casino. What player's ID do you use for the casino?

Hi Peter! I can't access the Vbet account, because when I try to log in I get the message "Client Locked", but I wrote down in a diary next to Vbet the number 63020779. I hope this is the one you are referring to. Username is mxm82mxm.

Best Regards,

Hi Max,

A casino rep is looking into the matter, they should reply soon.

Dear Max,

We have examined your case again and, have to inform you that, unfortunately, your account has been closed because of external program usage from your side during the backgammon game, which is a breach of our general terms and conditions.

Considering that Backgammon is only played against other players, we are using different preventive methods to protect all our users from frauds and dishonesty. Protection of the rights of our users is one of core principles of our company, that is why thousands of users around the world choose VBET.

For more information on terms and conditions please relate to the link below.

https://www.vbet.com/backgammon-help

Dear Vbet and Dear Casino Guru,

The reason you closed my account is an invention to take my money from my account, because I did not commit any fraudulent activity and I had no help, only my good level of play. Either it's a big misunderstanding, or it's a huge abuse. You sent me the reason in emails, now repeat the same thing. You have to come up with solid evidence and arguments for such an accusation, you can't just say that "correct team" has come to this conclusion. I, in my defense say that the time to make the moves on Vbet is extremely short. However, I made my moves instantly, except for some very difficult ones, which I thought about for a few seconds. In support of my level of play I have a few years of studying the game of backgammon and international results in tournaments played live, these results and statistics being recorded on internationally recognized and respected backgammon platforms, such as Bmab, Backgammon Studio Heroes or Wbif.

Dear Vbet Casino, please do not play with words and with unfounded statements again and come up with solid evidence. If you can only tell me that this is what the "correct team" decided, then bring evidence to the Casino Guru, because I have full confidence in them.

Thank you, wish you all the best!

Dear Vbet team,

In your T&Cs is the following statement:

"If a player commits external software intervention during individual or group games (i.e. used special applications for playing backgammon) Vbet reserves the right to: 

Immediately block the player’s account. 

Terminate the player's account in Vbet. 

Require the player to play some games without the use of applications and in the presence of the Professional Committee."

Have you asked the player to play games in the presence of a committee?

Dear Max,

Being a responsible company for our players, we do a prior investigation before making decisions. Here are some indicators that made us make the decision of closing your account.

Our professional commission indicated that your PR with WBIF is 5.99PR and with BMAB 5.64PR.

Then, the commission analyzed several games you played on Vbet.com. It showed that you have 3.78 PR game level with Extremegammon.

Please note that Double Cube error is 15.99% and the Double Cube acceptance is 0%.

Based on the above-mentioned facts, you gaming account was blocked.

However, if you still insist on your results, we invite you to VBET main office, where you will play 10-15 game batches in the presence of professional committee. If you show a total of 3.78PR (+ 0.10%) we will reopen your account and will cover your travel and accommodation expenses done during the trip.

Best regards,

VBET team

Dear Vbet,

Please note that both at Bmab and Wbif I played matches with a length of 11 and 13 points, where it is logical to make more mistakes and the PR to be weaker. On Vbet I played almost only 1-point matches (so the cube game is out of the question), and sometimes matches of 3, 4 or maximum 5 points. I think those on the committee agree with me that the shorter the match, the easier the cube decisions are.

I'm also curious if these statistics you have are for all my matches or just on a sample that suits you (probably on my best matches, with the easiest decisions). I am aware that I am not at the level of your statistics, but in such short matches it's not impossible to get those PR's. I can tell you that if only the checker game is in question, then definitely my PR is close to the one you claim I have on vbet. I never had access to Vbet files so I could not download and analyze my matches later and see how I played. Instead, the number of matches played and those won by both me and the other players was visible. My percentage of matches won was around 55%, while there were other players who had a winning percentage of more than 60%, even over 65%.

I also ask you how I could use software if the time for moving was 3 seconds and a maximum of 5 seconds? When would I have time? I barely had time to make my moves and not lose running out of time.

That you still mentioned Wbif, I hope you also looked at the "Ranking Speed" section, which is closer to what is played on Vbet, because it is less points (7) and plays fast. There I have the average PR for the last 10 matches (70 exp) of 4.21, and for the last 5 matches (35 exp) PR of 3.66. You can say anything about my PR statistics on Vbet, because only you have and have had access to them.

I tell you again that you are making a big mistake and injustice about me and you should not do that to your players.

Best Regards,

Max 

Thank you Max and Vbet team for the replies. Max, I believe the only way to prove the casino wrong is to attend the test. Have you asked the casino for more instructions?

Dear Max,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Dear Casino Guru and Dear Vbet,

First of all I want you to consider the fact that to find the solution with Extreme Gammon of a checker play or cube problem it takes a time of about 40 - 60 sec to put the position and find out the answer, and the moving time on Vbet is of 3-5 seconds, and the time bank on the game is 2 min.

Nowadays, due to the pandemic situation, it is not possible to travel safely and comfortably to another country. But I agree to play on the webcam in the presence of the professional committee under the same conditions as Vbet (visible pips, the same time on the move and on the game) and to play in the presence of the commission at least 300 exp on each type of game (DMP and match 3,4,5 points).

I also want Vbet to consider that there can be variations of up to 0.5 PR points even on 300 exp (which would mean that if I did 4.28 I would pass their test). And in order for them to be convinced of this, they should analyze my complete profile from the registration until the closing date of the account and divide it into pieces of 300 exp for each type of game (DMP or match of 3, 4 or 5 points).

Then, regarding my statistics on Vbet, I ask the Vbet commission for my following profiles (my average PRs):

1. my last 300 matches at 1 point;

2. matches from 3 points up - the last 200 matches played.

Best Regards,

Max

I would like to ask Vbet team to reply to this complaint.

Dear Max,

We have already provided comprehensive up-to-date information on further steps, also, please refer to this part of in our user terms: VBET as a betting operator holds the right to block the user's account if the player has implemented an external program usage fraud, which is easily detected by our Fraud/ Risk management department. Please have look at BET's general T&C for more details: https://www.vbet.com/backgammon-help . As a result, we will not examine this issue anymore, as VBET side sent strong proof and claimed its rights to terminate/ close the account as the T&C states.

As you find it inconvenient to travel to another country because of COVID19, we will keep our offer to play offline with an open date hoping that the lock down will end soon.

Best regards,

VBET team

Dear Vbet,

First of all, I don't know how real my PR statistics on Vbet are. So by no means is there solid evidence. I asked you what average I have on the last 300 matches at 1 point, on the last 200 matches at 3, 4 and 5 points and you don't want to answer. I think knowing that my level is PR 5, you wrote that I have an average of 3.78 on Vbet. Probably if my level was PR 4, you would have said that I played PR 2 on Vbet. You only have access to these statistics, if these statistics really exist. You are constantly sending the link with T&C, it is embarrassing. I would like to inform you that I have read it and I have nothing to do with the fraud presented there. You are the ones who commit the fraud, taking the money from the clients' account without any right. My mistake is that I trusted Vbet. From this story I understood that I no longer have to trust online casinos to keep sums of money in my account. I'm just disgusted! It's a grotesque abuse!

All the best!

Thank you Max and Vbet team for the replies.

Dear Max, the casino made you an offer that they would cover all your costs if you decide to come and play offline at their head office with an open date. We find the offer fair, you can go to their office after the lockdown and prove them wrong. I can't really penalize the casino in this case. I wish I could be of more help.

Best regards,

Peter