24Bettle Casino - プレイヤーのアカウントがブロックされました。

I registered in this casino several years ago. Almost 2 weeks ago I deposited something for the first time and also won something. Because the profile was too old, I had to change my email address. This was done after several attempts. I have everything papers uploaded now I want to pay out spears that closed me even though they had previously closed the other account that was never in use, the active one was still available and I was always able to make a nice deposit without what happened now, they just blocked everything, which is an absolute cheek I didn't have anything in the payout I could have made 100 percent more deposits I think it's a mess

Ich habe mich in diesem Casino vor mehreren Jahren Mal registriert vor knapp 2wochen habe ich da das erste Mal was eingezahlt und auch was gewonnen da das Profil zu alt war musste ich meine Email Adresse ändern dies wurde dann nach mehreren Versuchen auch gemacht Papiere habe ich alles hochgeladen nun will ich auszahlen Speeren die mich obwohl die zuvor das andere Konto was nie in Benutzung war von selbst geschlossen haben das aktive war weiterhin verfügbar und ich konnte immer schön einzahlen ohne das was passiert jetz haben die einfach alles gesperrt was eine absolute Frechheit ist hätte ich nix in der Auszahlung stehen gehabt hätte ich 100 Prozent weitere Einzahlungen machen können finde ich eine Sauerei

Dear Horno12,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please? Do I understand correctly that you had another (however inactive) account in this casino in the past?

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

thank you i think it was 2020 rum i never played in this casino except until recently i played without a bonus in different slots this one said account they closed by themselves and left the one i was playing open i don't think was vertivieved Although I had to wait more than 1 week or longer to see if I was verified I can't say because on the payout day they came up with the excuse I had a double account and if I had closed it I wouldn't have won 100 percent if I hadn't blocked it this is 100 percent Money vultures otherwise I can not understand this 😒😒😒

Vielen Dank ich denke es war 2020 Rum ich habe nie im diesen Kasino gespielt außer bis vor kurzem ich habe ohne Bonus gespielt in verschiedenen Slots dieses eine besagte Konto das haben die von selbst geschlossen und das wo ich gespielt habe offen gelassen ich war glaube nicht vertivieziert obwohl ich über 1woche oder länger hab warten müssen ob ich veriviezert war kann ich so mit nicht sagen da die am auszahl Tag mit der Ausrede kammen hab Doppel konto und dies geschlossen haben hätte ich nicht gewonnen 100 Prozent hätten die es nicht gesperrt dies sind 100 Prozent Geld Geier anders kann ich dies nicht verstehen😒😒😒

I do apologize but I'm afraid I didn't understand completely. You had a different account in this casino back in 2020, is that correct? Was it closed due to inactivity or was there any other reason, please?

Back in 2020 I opened a profile with which I played today, the other I think I opened last year because I no longer had my old data for this account where I played, just by chance I found them again, so I Playing the other account I never used what I did last year, they also blocked it so I only have one active account

Ich hatte damals 2020 Ein Profil auf gemacht mit dem ich heute gespielt habe das andere hab ich glaub voriges Jahr auf gemacht da ich meine alten Daten für diesen akount wo ich gespielt habe nicht mehr hatte nur durch Zufall hatte ich die aber wieder gefunden so das ich spielen konte das andere habe ich nie benutzt was ich vohiges Jahr gemacht habe dieses haben die auch gesperrt so das ich nur ein aktives habe

OK. So this recently used account was created back in 2020. The other account was active last year (2022) for a while and was blocked subsequently. Is all this correct?

The account was active in 2022, so I never used it, only the account from 2020, I made several deposits and never used the other one, that's true

Das Konto war 2022 aktiv also ich habe dieses nie benutzt nur das Konto von 2020 da habe ich Mehrere Einzahlungen getätigt und das andere nie in Anspruch genommen das stimmt

Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Thank you

Vielen Dank ihnen

Hi Horno12,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 24Bettle Casino to the conversation to participate in the resolution of this complaint.

Thanks very much

Vielen Dank

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 don't think they and report have a bad reputation 🙃🙃🙃

Die und melden glaub ich Mal nicht haben ja schon ein schlechten Ruf🙃🙃🙃

Dear Horno12 and Casino Guru team,

We are sorry to see that player's account got closed but unfortunately there has been a breach of the following terms and conditions.

Multiple Accounts

• Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.
• In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

We have a zero-tolerance policy towards opening multiple accounts and therefore the decision of our relevant department is final.

Best regards

Customer Experience Team

Ok

Dear 24Bettle Casino team,

Thank you for your statement. Could you please send the supporting evidence to my email address (peter.m@casino.guru)?

Thank you 24Bettle Casino team for the email and evidence.

Dear Horno12,

I've reviewed the evidence provided by the casino and I'm afraid the data supports the casino's claims of multiple accounts. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Malta Gaming Authority for further help (https://www.mga.org.mt/player-hub/lodge-a-complaint/). I wish I could be of more help.

Best regards,

Peter