20bets Casino - Účet v kasinu byl uzavřen kvůli údajnému nároku na duplicitní účet.

I deposited 20 euros and won 500 euros, but when I tried to withdraw, the casino closed my account and claimed that there's a duplicate account, which isn't true. I also play at the partner casino 22betcasino and perhaps that's the issue. But that's a completely different site. Please help me. I didn't use any bonus and I don't have a second account.

ich habe 20 euro eingezahlt und 500 euro gewonnen, beim auszahlen hat das Casino mein account geschlossen und gemeint das es ein dublicate account gibt, was gar nicht stimmt.ich spiele auch bei der partnercasino 22betcasino vielleicht ist es wegen dem.aber das ist ja eine ganz andere seite.bitte helfen sie mir.ich hab kein bonus benutzt und habe kein 2tes account

Hello vincentpedico,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 20bets Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Does anybody else owns an account in this casino from your household? When was the last time you spoke to the casino and what was it about? Did they provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

Thank you for the quick reply. Yes, my account was already verified before it was closed. No one else in the family plays except me. This week I spoke to the casino and told them to prove that I still have an account. They didn't show any proof.

Thanks for the support

danke für die schnelle antwort.ja mein konto wurde schon verifiziert bevor es geschlossen wurde.ausser mir spielt keiner in der familie.diese woche habe ich mit dem casino gesprochen und denen gesagt das sie es beweisen sollen das ich noch ein konto habe.sie haben naemlich keine beweise gezeigt.

danke für die unterstützung

Hello vincentpedico and thank you for all the information provided. As the casino did not provide you any evidence of their claim, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will try to contact the casino for further details.

Wish you best luck resolving it.

Regards,

Nick

thanks for the quick reply and hope I get my winnings

danke für die schnelle antwort und hoffe ich bekomme meinen gewinn

Hello there,

Thank you vincentpedico for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 20bets Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter