Bet2U Casino - プレイヤーのボーナス賞金は無効になりました。

I am writing to you, but I hope for help, because we could not solve this problem through the internal service. Yes, I understand that this casino has a bad rating, but isn't this a chance for them to improve it?

14/12/2020 I claimed their welcome bonus 100% up to 300 euros and 15/12/2020 I successfully finished wagering requirements. I have carefully read their bonus terms and did not play against it. But 21/12/2020 I got the message from their support team that I violated the rules of their general terms, namely 23.5 and 25.1. I do not understand why they did it, maybe they confused me with someone else? I do not have any other accounts and it's not possible that somebody else has registered or used my IP address. I kindly ask you to re-check this information and provide me with more details regarding this case.

Because, seems like the casino gave the most common reason, only to confiscate my winnings. The casino returned the deposit amount to my account but I expect to receive my fair winnings back.

Thank you!

Dear Rotlup15,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://bet2u.com/#/:

"23.5 Each User can have only one account. Registered Users cannot re-register as a new client with a new name or a new email address. In case of violation of this rule, Bet2U has the right to void all bets made by the User and close all accounts associated with the user without profit payout."

"25.1 All bonus programs are limited to a single individual, home address, telephone number and e-mail address, IP address, one bill of payments (such as by card number or Skrill account), as well as the computer being used (including the institute, Internet club, and other public institutions). Bet2U has the right to refuse the bonus to any User or group of Users. Bonus programs are available only to Users who have made a deposit in real currency to their account in Bet2U."

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise, if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

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

Hi Petronela!

Nice to hear from you so quickly!

No, it's impossible, none of my family members or neighbours could open an account in this casino because they don't like gambling at all. And even more than that, I do not see the logic in a person who would violate these rules and in the same time asking you for help. This would seem a little strange and incomprehensible to me.

Thank you very much, Rotlup15, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Rotlup15,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite Bet2U Casino to join this discussion.

Dear Bet2U Casino,

Could you please clarify the situation? You can forward any relevant information to my e-mail address andrej.p@casino.guru.

We would like to ask Bet2U 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’.

Dear Rotlup15,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.