BetFlip Casino - プレイヤーは複数のアカウントを開設したとして非難されています。

My friend (Veronika F***) and I both opened accounts at Betflip Casino using the same registration link. As we live in different housholds this should be okay and for Betflip this was no problem at all for many weeks.

While my friend lost all her deposited money (1350 EUR) some weeks ago and stopped playing I still have money on my account. I deposited 680 mBTC in total and now have 610 mBTC left, betting mostly at Live Casino and sports.

Until you play and lose in this casino, all is fine, but last week I made my first withdrawal request. After sending in all requested documents for verification and one week without any answer from Betflip they closed my account yesterday accusing me and my friend of multi-accounting. Now they don't answer my e-mails and haven't even paid out my deposited money.

I don't know how this site can have a 6.5 rating, has anyone ever received money from them? In my eyes this site should be seized immediately by international police. Please help me!

Best wishes,

Michael

Dear Michael,

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. Do you and your friend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Was any of the accounts successfully verified in the past? Have you redeemed any promotional offers?

I have checked general terms and conditions and this is what I found https://betflip.io/en-GB/home/page-control/2:

"Use of Player’s Account

Each player can create only one (1) personal account. All customer offers are limited to one person, household address, email address, telephone number, same payment account number, IP, and shared computer, e.g. public library or workplace. Cohabitating users are not allowed to play."

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

No, we don't share any of this information!

Also, if this would have been the case, Betflip could have closed our accounts weeks ago, before my friend lost all her money. Why now, after I made my first withdrawal request?

My friend's account hasn't been verified before, as she stopped playing after losing all her money weeks ago. I sent all requested documents for the verification of my account to Betflip one week ago.

I had the compulsory deposit bonus but it was cancelled after 21 days. Now there is no active bonus on my account.

Concerning the bonus I have another proof that Betflip tries to steal money from their customers. 2 days before my bonus epxired I received an e-mail from the customer support asking me if I would like to extend the lifetime of my bonus for another 2 weeks. This seemed very strange to me so I talked to my friend and she told me that Betflip said to her that it is technically impossible to extend the bonus lifetime. My friend lost all her money because of the bonus whose wagering requirements are impossible to fulfill.

Thank you very much, Michael, for providing all the necessary information. 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.

Hi Michael,

I'm taking over your complaint. Let me ask you a question. What do you mean by "My friend and I both opened accounts at Betflip Casino using the same registration link."? Where did this link come from?

It was an Affiliate link I received in a newsletter and forwarded it to my friend. I can send you the link too if you want.

I see, sure, you can forward it to my email address: peter.m@casino.guru. In the meantime, I will contact the casino and see what can be done. I would like to invite Betflip Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Betflip 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 Michael,

I was told yesterday by Skype that the casino would reply to the complaint, so let's see if they reply today.

Dear Beflip Casino,

you only repeated what you already wrote to me but you didn't answer my questions. Of course my friend knew about the bonus extension you offered me because I told her, this chat is your only evidence?? Please at least tell me the following:

• Do you have an active gambling license and if yes, who is your regulator (including website)?
• According to your own T&Cs it is not forbidden to use the same Affiliate link for registration. Do my and my friends accounts share any of the following information: "household address, email address, telephone number, same payment account number, IP, and shared computer, e.g. public library or workplace"?
• Was there any fraudulent activity on my account and if yes can you show us any evidence?
• Me and my friend both lost money at your Casino (my friend lost all her money), what would be our benefit of multi-accounting?
• I opened my account more than 2 months ago. If you knew about this "long-term" like you said, why didn't you close my account earlier? Why did you wait until I made my first withdrawal request?
• I read your T&Cs very carefully. What gives you the right to steal my deposited money?

An honest Casino would at least refund the deposited money. I can prove that I only opened one account and that the other account belongs to my friend and I will send this proof to Peter. I am asking you again to at least refund my last deposit (330 mBTC), so we can finally close this case. Thanks in advance!

Best wishes, Michael Kun****

Hi all,

Thank you for your replies. Could you both please send all relevant evidence to my email address (peter.m@casino.guru)?

Thank you Michael for the email. I would like to ask Beflip Casino to send all relevant evidence supporting its claims to my email address: peter.m@casino.guru.

Dear Betflip Casino!

I ask you again to answer my questions and at least refund my last deposit (330 mBTC), so we can finally resolve this complaint. Thank you!

Best wishes, Michael

Hi all,

We received some additional evidence from the casino and discussed the whole situation with the management. Based on the pictures provided, it looks like the complaint relates to sports betting. Since we primarily focus on casinos, we can only give the player our point of view and can't completely objectively judge if any rules were broken. Our standpoint is as follows: The casino didn't provide any evidence proving that the affiliate account was connected to the players. If the affiliate abused their deal with the casino, it should be solved on the level of affiliates and not on the level of players. We also received pieces of evidence that were supposed to suggest the use of some sort of a betting pattern but we haven't really found any advantage for the player in using such a strategy. However, since we don't focus on sports betting, we recommend Michael to get in touch with one of these services:

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

Secondly, as the player pointed out, Betflip Casino doesn't have a valid license and sent a fake document as proof of license to us. When we confronted the casino representative, their reply could be described as angry and rude. The casino will get on the Casino Guru blacklist as soon as this feature is activated.

Best regards,

Peter