Bet2U Casino - プレイヤーのボーナス賞金は没収され、アカウントはブロックされました。

I claimed the 100% new customer bonus and had almost € 1100 after implementing all bonus conditions. After I applied for the payout, an unusually large number of documents and questions were requested from the KYC. After I had submitted everything I was asked for a Skype verification. The call was made in English and I was asked about my gaming behavior. After a few days I received an email that my account had been blocked for the following reason:

"Dear Customer,

The monitoring that had been placed on your account has ended and a breach of point 23.6 of our terms and conditions has been detected. As a result, your account has been permanently closed and a return of your deposits will be made. The return shall be made into the same platform through which your deposit was made.

Best regards,

Bet2u Support "

I am accused a third party had access to my account and played for me. That was definitely not the case and I have no idea how to prove it.

Habe den 100% Neukundenbonus beansprucht und hatte nach Umsetzung aller Bonusbedingungen fast 1100€. Nachdem ich die Auszahlung beantragt habe wurden beim KYC ungewöhnlich viele Dokumente angefordert und Fragen gestellt. Nachdem ich alles eingereicht hatte wurde ich auch um eine Skype Verifizierung gebeten. Der Anruf erfolgte auf Englisch und ich wurde u.A. zu meinem Spielverhalten gefragt. Nach ein paar Tagen bekam ich eine Mail, dass mein Konto mit folgender Begründung gesperrt wurde:

"Dear Customer,

The monitoring that had been placed on your account has ended and a breach of point 23.6 of our terms and conditions has been detected. As a result, your account has been permanently closed and a return of your deposits will be made. The return shall be made into the same platform through which your deposit was made.

Best Regards,

Bet2u Support"

Mir wird vorgeworfen eine dritte Partei hätte Zugriff auf mein Konto gehabt und für mich gespielt. Das war definitiv nicht der Fall und ich habe keine Ahnung wie ich das beweisen soll.

Dear Alem,

Thank you very much for submitting your complaint and forwarding relevant communication. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you received any winnings in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Lastly, could you please confirm that you haven’t provided access to your account to anybody else?

I hope, we will be able to help you resolving this case as soon as possible.

Best regards,

Petronela

It was about the sports bonus, so I only placed normal single bets on 1x2.

That was my first registration with Bet2u and had not played there before.

I'm definitely the only one who had access to the account.

Es ging um den Sportbonus, habe also nur normale Einzelwetten auf 1x2 gesetzt.

Das war meine erste Anmeldung bei Bet2u und hatte vorher noch nicht dort gespielt.

Ich bin definitiv der Einzige der Zugriff auf das Konto hatte.

Thank you, Alem, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails.

Please let me know how you would like to proceed. Thank you very much for your understanding.

Sorry I didn't know that. You can contact me by email. I would be very grateful to you.

Sorry das wusste ich nicht. Sie können mich gerne per Mail kontaktieren. Da wäre ich ihnen sehr dankbar.

Thank you very much, Alem, for your reply. No need to apologize.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.