They refused my withdraw

Hi,

First of all, sorry for my bad English. I hope you can understand me/my point.

I will copy paste the text that I sent to compla­int­s(a­t)g­ami­ngl­ice­nce­s.com 5 months ago. That is the only email I could find that I think could have helped me. Like you can see, I gave them plenty of time to answer or solve my case, but I have got no answer.

"I have some problems with BurningBet and now I have decided that I need to send this case to you guys to get this thing resolved. I have been in contact with them many times, but I cant get this case going further with them. English is not my first language, so I hope you understand everything I say. Sorry about that.

Me:

< personal information removed >

Casino:

-BurningBet, operated by Altacore N.V. (License No 8048/JAZ2019-049)

The problem:

They claim that i had opened an second account to their website and that is the reason why they wont accept my withdraw worth of 400€.

My evidence:

(These have attachments included in this email, so please find them with the same number. If there is no attachment, you can check my claim from the logs provided to you by BurningBet and see that everything I have said in this email is 100% correct.)

1. Like I said they are claiming that I have opened a second account and that I have done it with using my bank codes. I opened my original account using username and password.

2. In these emails they are saying that the time for the second account creation was 2021-09-07 13:01:09 (attachment 2.1) and it was made by using bank codes (att 2.2).

3. Zimpler (att 3) is their provider for online bank services for Nordea bank (the bank that i use). I asked them about my recent logs history (att 3.1). And from this file (att 3.2) you can see that I did not use my bank codes to register an account at the time BurningBet is claiming. I did made a deposit of 30€ few minutes earlier (12:58:07) after i logged in using my username and password. In this file (att 3.3) you can see where I used my bank codes (burningbet.com). The only time i used my bank codes to login into BurningBet on that day was later in the evening, after i heard about this problem from their Customer Support, just to check what is going on.

My thoughts:

I think it's very clear that I have not opened a second account. As you can see from the files from Zimpler, I did open an account using bank codes to Stelario 1st of September and Altacore N.V also owns that casino. My guess is that opening that account has somehow messed up their systems. The problem become right the next time I logged into BurningBet, after creating the Stelario account with my bank codes. But that's just my guess. The main point I have is that I have not done anything wrong.

!!!!!!!!! Its also clear by looking the times that the different events have happened, that its impossible that i could create that 2nd account. The time for my deposit was earlier than the time when the account was created, so how could I make a deposit to an account that was not even created yet at that moment. !!!!!!!!!

Thank you so much and i hope you can help me to resolve this case once and for all.

Have a nice week!

< full name removed >

So yeah, that's it. It would be great if you can help me with this. I sent plenty of emails with them (BurningBet) at the time and talked in the chat, but they just didnt want to understand me and the points that make their claim impossible. In the end, they just stopped to answer me.

I have a history of working in an online casino (MGA) so I know what is allowed and what is not. Pretty much the stupidest thing you can do is to open a 2nd account. You will get caught 100%.

If you think my case is something you guys can help with, I will send you the attachments mentioned in my text if you want.

Thank you so much and have great day!

-Tomi