24Bettle Casino - Account closure for questionable reasons and a 400€ withdrawal canceled

RESOLVED
Krantza Sweden
posted on November 22, 2016.

Here is the case:

When I asked for information regarding my withdrawal I instead got the message that my account was closed due to breaking of the casino policy. I was told that they detected that I was supposed to have two accounts registered with them, which i don't. In this process my withdrawal of 400€ was canceled and now I will not get it at all.

All I have asked for is any information regarding this second account so I can prove that it's not mine in any way, but I can't get anything more than that the decision is final and I can't do anything about it. Since it's a withdrawal that has been canceled with these accusations as reason I can't let it go.

If they could prove that the two accounts actually belongs to me, which they don't, I will be happy to accept the decision and to apologise if I have got anything wrong or if there has been a misunderstanding. But in this case I haven't got any information and thats why I need help to solve this.

I have sent 24Bettle all of my KYC documents to help the process.

posted on November 28, 2016.

Hi,

In an attempt to clarify this situation we would like to first bring forward that the reason for the sanctions in place is that the IP address used with this account was linked to other accounts. This is in violation of our conditions, please see point 10.6 in Terms and Conditions where this is explained in detail:
"In the event that we suspect that a player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts."

The information we have in order to make any such decision is confidential and the release of such is at our discretion, however we will shortly provide Ask Gamblers with proof on the matter in a personal message.
This is a measure we take for security purposes and restrictions are only placed when absolutely inevitable. It is not our intention to cause any inconvenience but we are following standard procedures set within our company.
With that being said, we do wish to express our gratitude for the player’s cooperation with providing documentation and patience during the investigation process, however the decision is final for the time being.

Thank you,
The 24Bettle Team

Krantza Sweden
posted on November 29, 2016.

Hey!

Yes I understand. I really understand all of it, its just that iam sure about that I haven't opened och used two accounts on your site. So thats why im so urgent to get the proof or for someone to confirm it for me. Even though a IP-adress is proof it can still be used by different people on shared networks.

So please help me understand this better, and provide the proof to AskGamblers so I can fix this.

Adam

posted on December 2, 2016.

Hi Adam,

note that the proofs to the Askgamblers complaint team have been already sent out. Unfortunately, from our side there is no more explanations we could give you and therefore we will be patient and wait for the Askgamblers to rule on this case.

Thank you,
24Bettle Team

AskGamblers
posted on December 3, 2016.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of 24Bettle Casino where it is clearly displayed that player had shared his IP address with other accounts. Player by these actions violated general casino term #10.6

In the event that we suspect that a player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

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 24Bettle Casino.