Complaint #30 24Bettle Casino

Withdrawal declined & account closed with unjustified accusations

By Franky34

9 years ago

I did the request for withdrawal of 1000 Euros at the 31th of May.
The problem is - i cannot say the exactly time of withdrawal, as I cannot login again and I didnt got an email after I requested the withdraw.

Normaly it takes two days to be processend. But at the 2nd of June it was still pending.
I asked the live chat if there was a problem, they told me that I had to verify. So I did this and sent all documents.
At the 3rd of June I wanted to login again, and see if anything had happen, to look if its still "pending", but I got the message I cannot login, because my accout was freezed, I should write to the support.
The responses - I also attached some screenshots of this, was:

Dear Martin, I would like to inform you that your withdraw has been declined and your account has been closed.
This has been done because we found multiple accounts using the same IP address. This is in violation with our terms and conditions.
Your winnings have been waived and your account will remain closed.

I write to them, that it is not possible, I have only one account and they write to me:

Your account is frozen, because our system has detected multiple related accounts and that's violation of our terms.
This is the reason you've been warned upfront with this message: «Registration failed. Please contact support, as it seems you are already having an account with us!»
Even if you managed to create more than one account, the same IP stays detected and having more than one account per one IP address is violation of our Terms which are accesible to all visitors and players.
So therefore the player management department closed your account.

I write again, and told that there was NEVER such a warning.
I wanted to know under which licence they are working,
I wanted to know which accounts that should be, which email adress and so on,
but they refused to give any details or evidence, they even didnt tell me the license, just said:

Your account has been closed, this is due to a violation of our terms of condition.
The decision is final and will not be overturned. Futhermore are we not at a liberty to discuss the requested details.
So they have taken all my deposits, and my winnings.
I have T-mobile Austria, was connected to the casino by Notebook and Tablet, but I never created more than one account.
Please help me to get my money.
Kindly regard
Martin < surname removed >

Disputed Casino 24Bettle Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

9 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of 24Bettle Casino where it is clearly displayed that player had opened more than one account. Player by these actions violated general casino terms #45, 46, 47, 48, 59

45. 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.

46. 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.

47. 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.

48. Condor Group reserves the right to block regular or tournament play and/or prize distribution should any evidence of multi-accounting or collusion arise.

59. Where We close the Player’s Account and terminate the Agreement pursuant to Multiple-accounting, Collusion, Cheating, Fraud and Criminal Activity or Breach of this Agreement the balance of the Player’s Account, Player’s approved but not yet paid withdrawals and/or jackpot winnings will be non-refundable and deemed to be forfeited to the extent of any claim that the Company may have against the Player at the date of such closure.

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.

24Bettle Casino

• Representative

9 years ago

Dear Franky,

as our support team already informed you, the decision taken upon your account are in accordance to the terms and conditions that you as well accepted when you decided to play with us. Please note that 24Bettle has zero tolerance towards the multi-accounting and accounts that are connected one to another with the same IP registration and usage.

Unfortunately, when running the system check upon your account, we have found not one but much more accounts connected and therefore the decision to close down your account is final from our end.

Since you have brought this issue to the Askgamblers complaints team, we have previously today forwarded them all necessary evidence to back up our statements and our actions and we will wait for their decision on this complaint brought to their attention.

Regards,

24Bettle team

AskGamblers

• Support Team

9 years ago

This complaint has been reopened as per 24Bettle Casino Casino 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.

24Bettle Casino Complaint Stats

Resolved 80 / 90

Avg. Amount $1,998

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

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