BetAmo Casino - プレイヤーのアカウントは閉鎖されました。

Hi there,
I won € 3,300 at Casino Betamo with the welcome bonus. I met the wagering requirements. After I uploaded all documents for verification and accepted them, an email came one day later:
"Account closed for duplicates. Dear Player, during the security check we found out that your account has a duplicate. Please note that it is only allowed to have one Account per player / IP / device with or without bonuses. You have breached this rule Therefore, the decision was made to close your account and confistcate the winnings. The decision was made by the casino`s management and it is final. Best regards, Casino Support Team ".
I only have this account in the betamo casino, when I asked live chat I couldn't get any information as to what exactly I should have done wrong or what "duplicates" are all about.

Hallo,
ich habe 3.300 € bei dem Casino Betamo mit dem Willkommensbonus gewonnen. Die Umsatzbedingungen habe ich erfüllt. Nachdem ich alle Dokumente zum Verifizieren hochgeladen habe und diese auch akzeptiert wurden, kam einen Tag darauf eine Email:
"Account closed for duplicates. Dear Player, during the security check we found out that your account has a duplicate. Please note that it is only allowed to have one Account per player/ IP/device with or without bonuses. you have breached this rule. Therefore, the decision was made to close your account and confistcate the winnings. The decision was made by the casino`s management and it is final. Best regards, Casino Support- Team".
Ich habe lediglich diesen Account im Casino von betamo, auf Nachfragen im Live-Chat bekam ich keine Auskunft was ich genau falsch gemacht haben sollte oder was es mit "duplicates" auf sich haben soll.

Dear Rouven,

Thank you for submitting your complaint. I am very sorry to hear about your negative experience, but it is completely common for casinos to close an account with duplicate name, address, phone number, IP address or other personal data. Before I contact the casino regarding this issue, I would like to know if you are sure you don’t have another account at this casino, maybe created in the past. 

Thank you in advance for a reply.

Best regards,

Kristina

Hello Kristina,

many thanks for your help.

I have followed the rules and only have one account at this casino. So I don't understand what I should have done wrong.

MfG Rouven

Hallo Kristina,

vielen Dank für Ihre Hilfe.

Ich habe mich an die Regeln gehalten und habe nur einen Account in diesem Casino. Daher verstehe ich nicht, was ich falsch gemacht haben soll.

MfG Rouven 

Thank you Rouven, we would like to ask BetAmo Casino to comment  on this case.

Thank you,

I emailed me the exact reason that I might be able to understand.

But the same email just came again.

Danke,

ich habe per E-Mail nach dem genauen Grund gefragt, dass ich es vielleicht nachvollziehen kann.

Aber es kam einfach die gleiche E-Mail erneut.

We would like to ask the BetAmo 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’.

And then ? What if BetAmo doesn't comment on it?

Und dann ? Was ist, wenn BetAmo nicht dazu Stellung nimmt ?

Hello Rouven,

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 help more, but at least closing this complaint as unresolved will negatively impact 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.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

We would like to ask BetAmo Casino for a proof, that this player has duplicate account. Could you please send it to my email address (kristina.s@casino.guru)? 

Thank you very much!

BetAmo Casino sent us a proof, that the player has multiple accounts. Therefore we rejected this complaint.