BetOnline Casino - Unjustified account closure and balance confiscation

RESOLVED
Olesja Russia
posted on April 5, 2016.

Hello, my account B1265102 in betonline was closed, and confiscated all money from my ballance (700 dollars i made deposit 150 and win 50 in casino, 350 in sportingbet and 150 in poker) Here they explain
this: This account is suspended since only 1 account is permitted per household. This case was reviewed by our Fraud team since 11/2015 and it is a permanent status. The account was closed and the balance was confiscated since there was a breach in out Terms & Conditions.

i definitly can say that have only one account, Another account that they told me was connected with my account was account of my friend. I recomende her to open account in this casino. I am and my friend send them our IDs and utility bills, that we are who we are. We never takes any bonuses from them, don not play together in poker or whatever..
so what was the reasone to create 2nd account? for me its looks like they just dont wana pay me my win. I hope you can help me. thanks

posted on April 9, 2016.

Hello Olesja,

From looking at your account, it was indeed closed back in November of 2015. After the security team had investigated, it was determined that you were sharing your account and receiving funds from several other accounts in our poker room. After the fraud was confirmed, your account was permanently closed and any fraudulent funds were confiscated.

Please refer to a section from our poker room rules:

Any players who gain, or attempt to gain an advantage by trading information about their playing cards, or attempt to take any unfair advantage by colluding with other players will face a permanent ban from BetOnline.ag. If we determine that such activity is occurring, the accounts involved - at our sole discretion - will be permanently closed and all account balances (including both deposits and any winnings) shall be forfeited.

We employ various strategies and procedures of a manual and automated nature to rigorously exam and detect such behavior. Constant monitoring takes place to limit the behavior. In addition to this, we thoroughly investigate all player complaints to rule out any form of cheating or collusion. Collusion includes, without limitation: sharing information about their cards, chip dumping, discussing a hand during play (both in client chat and/or externally), multiple players are using a single account, use of a proxy, soft playing and chip transferring. For any other rule inquiries please contact the BetOnline Poker Support team at [email protected]

Regards,
BetOnline Customer Service Team

Olesja Russia
posted on April 10, 2016.

well well, now, as the reason of clothing my account an stilling money, we got new version: "receiving funds from several other accounts in our poker room".
In previous mails that i got from you was " We would like to inform you that we have confirmed your relationship with accounts B1260350 and B1276895" ,which i never played in your poker room 100 percent.
What do you mean "reciving funds from several other accounts"? In normal rooms that's called winning.
Or do you mean that it was cheating? Do you have any proofs of this (handhistory, etc)? Or this is only words of your security, that you can't confirm by documents?
And a little more, in poker I won almost 200 dollars playing in NL50, this is 4 buyins. Do you think this could happen only with the help of fraud and cheating?

In addition, before you frozen my account, i successfully made 2 cashouts, after won in your sportbook 200+200 bucks, and when i won 3rd time in your sportbook almost 400 bucks on NHL games ( may be i connected with mafia that told me results of the game, no?), plus won in live dealer casino 50 dollars ( i definitely should be connected with your dealer in sharing information about our cards, isn't it?), asked payout, you decided just close my account for the reason of...playing poker. Just great.

AskGamblers
posted on April 13, 2016.

AskGamblers Complaints Team are still in communication with a BetOnline Casino management regarding this complaint.

AskGamblers
posted on April 24, 2016.

AskGamblers Complaints Team have been provided with sufficient information and proofs on behalf BetOnline Casino management to conclude that their actions in this particular case have been in total compliance with their terms and conditions and more specifically the following term "Any players who gain, or attempt to gain an advantage by trading information about their playing cards, or attempt to take any unfair advantage by colluding with other players will face a permanent ban from BetOnline.ag. If we determine that such activity is occurring, the accounts involved - at our sole discretion - will be permanently closed and all account balances (including both deposits and any winnings) shall be forfeited."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BetOnline Casino.