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24Bettle Casino - Account closed due unjustified accusations, rest of my winnings confiscated

RESOLVED
Posted on March 22, 2018.

On 18 April 2017 I made my sign up and deposit 110 via skrill for the welcome bonus casino had. I was winning 3435 euros, while I was playing slots and decided to check if I have completed the bonus so I can withdraw some of my winings. I check and there was no bonus active any more :)
I decided to withdraw 1000. I email them if I can withdraw the same way I deposit, skrill, but they told me that I have to make a bank withdrawal first and then , they will check if I can withdraw via skrill in the future. So I made a withdrawal of 1000 via my bank account. After a few days they rolled back my withdrawal and asked for documents. Send them the docs and made a 1000 withdrawal via bank again. After a couple of days they send me that they want more recent docs. I send them more recent docs bank statement. They respond that there was no address and want a different doc. I circle the address which was on the bank statement. I suppose they didnt eve check it. I was starting to think that something is not ok with the casino and didnt want to pay my winnings. After a couple of days and after I have send them documents , bank statements etc they email me that the account is blocked. They told me that their system detect multiple accounts from the same IP upon sign up !!!!! And why they didnt block my account upon sign up and they wait until I win ???? Seems odd to me. I think their system needs an upgrade. I am joking of course. Remember that I made my sign up on April and they locked my account on July !!!!! They said that my account is under manager's revision and they let me know. They never let me know and on Septmeber I send them an email to see if casino had any news. Out of nowhere my account was back on again !!!!! Miracle happened. I tried to withdraw 1000 via my bank account but as per casino Terms because of inactivity for 2 months, remember my account was frozen and inactive of course for 3 months, i should make a deposit in order to be able to withdraw. I made a deposit of 20 play some slot and asked for the 1000 via bank. End of October they decide to pay me 1000 to my bank. I send them email to withdraw via skrill. They respond that I have to withdraw via bank again and not skrill. Of course because of inactivity I should deposit again in order to ''activate'' account and be able to make withdrawals. I made again a deposit of 20 and tried to finally withdraw the rest of the money 2515 euros to bank accont. After a few days they rolled back the money send mail and asked them what happened. They said my account is under investigation but no locked. Waited a few days send several emails and asked if i can withdraw and they respond me that my account is locked due to multiple accounts from the same IP. Here we go again the same story, I suppose they upgrade their system they were talking about, I am joking again of course. This time they said the account is permanent frozen and nothing can do. It is almost a year now with this casino, they paid me 1000, locked my account 2 times ,send dozens of emails. They just dont want to pay me. Cant figure out anything else. Please try to contact them and let me know if any news. Thank you very much for your time

Posted on March 26, 2018.

Dear Andras,

I have overlooked your account and would like to inform you that your account with us has been closed and your winnings have been waived due to a violation of our terms and conditions.

We have found multiple accounts using the same IP address. As you can see in our terms and conditions under point 47 and 48 this is a violation.

47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as “multi-accounting” and as such is strictly forbidden.
48. In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, 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.

We have investigated the matter and have not been able to conclude the uniqueness of the involved accounts.

Further proof has been send to the Ask Gamblers team.

AskGamblers
Posted on March 28, 2018.

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 IP's with other players. Player by these actions violated general casino term #47, 48

47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as “multi-accounting” and as such is strictly forbidden. 
48. In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, 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 regulatory body.

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