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Betrally - Unfairly closed my account and confiscated my €4,064 winnings

UNRESOLVED
krige10 Finland
posted on October 29, 2018.

I received a message from Betrally claiming that I have breached their terms and conditions, and thus they decline to pay my winning of 4 064€. I am accused of breaching section 15.2 (i) "If you have played in tandem with other Customer(s) as part of a club, group, etc., or placed bets or wagers in a coordinated manner with other Customer(s) involving the same (or materially the same) selections". I am confused what they mean by this. I am not part of any club or group and I highly doubt whether that would even have any benefits in casino slots, the whole subsection seems to be directed to their sportsbook customers. I made a deposit (200€) that gave me the maximum bonus (300€) and played it to my favorite slot Guns N' Roses with the maximum allowed bet (6€). In my opinion there is nothing unusual or wrong with that.

The second claim relates to their Promotions terms and conditions section 2: "All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, Skrill and etc.), shared computer (e.g. school, public library or workplace) and shared IP." I have only played from my home and I live on my own so there is no way that any of the mentioned items could have been shared with some other player.

I hope Betrally realizes they have made a mistake and does what any reasonable casino would do in these circumstances and pays my winnings as soon as possible.

posted on October 30, 2018.

Dear KRIGE10,

We would like to remind you that colluding with other customers will result with forfeiting of any winnings and account closure, we have enough evidence to support our actions that you have played with a group using the same patterns and etc. , which is pure breach of our T&C or more precisely:

1. 15.2 i) If you have played in tandem with other Customer(s) as part of a club, group, etc., or placed bets or wagers in a coordinated manner with other Customer(s) involving the same (or materially the same) selections;

2. Including
All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, Skrill and etc.), shared computer (e.g. school, public library or workplace) and shared IP.

Best Regards,

Betrally Casino Manager

krige10 Finland
posted on October 30, 2018.

I appreciate your response, but it still does not make any sense. Are you suggesting that every player who wants to take a risk and try to maximize their winnings by depositing the maximum amount and then playing it with the max bid allowed by your terms and conditions must be colluding with other customers? I am sure there are hundreds of others who choose to play in a similar way because they are willing to take the same risk in hope of higher returns, however it does not mean that everyone who plays in this manner are part of a same 'club'.

Or is the issue that I played the Guns N' Roses slot? Do you freeze the winnings of everyone who plays that slot, even though it is not on the list of forbidden games in your bonus terms.

AskGamblers
posted on November 1, 2018.

AskGamblers Complaints Team is awaiting BetRally Casino team to provide the required information.

AskGamblers
posted on November 13, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
posted on December 27, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

krige10 Finland
posted on December 31, 2018.

Communication from Betrally has been non-existent so far. This is not a proper way to treat your customers, I think this whole case speaks a lot about this Casino and how it is managed. Could you please finally share the 'evidence' that you claim to have, or pay out my winnings as soon as possible.

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