What's new
What's new

Betfinal Casino - Closed account without a clear explanation

RESOLVED

Complaint Info

Disputed casino

Betfinal Casino
betStaa Mecklenburg-Vorpommern
Posted on October 14, 2020

At the end of September casino sent me strange email asking to explain the "connection with other accounts and game tactics". I was surprised by that but I calmly explained that I have only one account with username DanPro. Also I told them that I played my favorite game "Jackpot 6000" till I started loosing there and decided to change the game. Is it illegal? I has been waiting for casino to reply for 2 weeks (my account is blocked) and today they sent email about my account closure because I have more than one account!! I am really mad now as the accusations are ridiculous and are just the reason to void my winnings. My full amount of win is 3289.25 EUR. I have attached screenshots of emails from casino for your convenience. Please review them and help me to return my win.

Posted on October 14, 2020

Hi Betstaa,

We are happy to share the details and evidence with AskGamblers directly in order to clarify the situation. Kindly confirm via email that you consent to the data exchange with AsskGamblers so we can quickly resolve this case.

Best regards,

Betfinal Team

betStaa Mecklenburg-Vorpommern
Posted on October 15, 2020

Hi there!

Yes, you can provide the information with AskGamblers representatives!

Posted on October 19, 2020

Dear BETSTAA an AskGamblers,

We have provided a report directly to AskGamblers to evaluate and decide the case.

Kind regards,

Betfinal Team

AskGamblers
Posted on October 20, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Betfinal Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Posted on October 22, 2020

Dear BETSTAA,

We have suspended your account and all directly connected accounts because they have been operated using a VPN connection and all have been accessed from the same device. We have been giving you the chance for an explanation without success and therefore could only see fraudulent behavior. Kindly note, in this case, the following points of our Terms & Conditions:

I.4. You may only register once as a customer with us and only manage one player account. You are not permitted to register again using another name or another e-mail address. In particular, you are not permitted to register third parties, even if they give their consent in that respect. This also applies, among other things, to friends and relations. You are not permitted to sell, transfer, or acquire your account.

I.5. You are not allowed to open any duplicate account, using the same address (postal or IP) or device.

Kindly note also, the following point of our Bonus Terms:

This Bonus package is available once per person, address, IP, device.

Thank you for your understanding.

Betfinal Team

AskGamblers
Posted on October 22, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betfinal Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.