24Bettle Casino - 플레이어의 계정이 동결되었습니다.

My account was frozen with a balance of $2200 on 24bettle. I have not violated any terms of use. (I played hawaiian dream) can you help me

Dear hirokingmm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 24Bettle Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Have you completed account verification in the casino?
• Did the casino cite any violation of their rules?
• If there is any correspondence between you and the casino, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I found out that my account was frozen on 2023.07.28.

Frozen received a message from a supporter at whasup.

Account verification is complete.

I'm not good at English so I don't understand the reason for the freeze.

I will send whatsup pictures to your email.

(I was in contact with the person in charge of whatsup, but they did not respond to the withdrawal application at all)

私は2023.07.28にアカウントが凍結されたことを知りました。

凍結はサポーターからwhasupにメッセージが届きました。

アカウント認証は完了しています。

私は英語が苦手なので凍結の理由は理解していません。

メールにwhatsupの写真をお送りします。

（私はwhatsup担当者と連絡を取っていましたが、一向に出金申請を対応してくれませんでした）

Thank you very much, hirokingmm, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hirokingmm,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite 24Bettle Casino to join the conversation.

Dear 24Bettle Casino,

Can you please provide more information on why is the player's account suspended? If the information can't be shared publicly please forward it to me at michal.k@casino.guru

Dear hirokingmm,

Can you please confirm if any of your relatives or friends have an account at 24Bettle Casino? Has anybody else accessed your casino account or devices that you have used for accessing your casino account and playing?

Someone I know has an account. 24bettle is also introduced in the information on the internet.

No third party has ever logged into my account.

I sometimes use wifi at home, so maybe that's the reason. Or is it a problem that you bought a new smartphone?

My account cannot be used by third parties.

Could you please tell me to investigate again?

私の知人にアカウントを持っている人はいます。インターネットの情報にも24bettleが紹介されているので。

私のアカウントに第三者がログインしたことはないです。

私は自宅でwifiを利用することがありますが、そのせいではないでしょうか。それともスマートフォンを買い替えたのが問題でしょうか。

私のアカウントを第三者が使うことはありえません。

もう一度調査するようにお伝えいただけますでしょうか。

Dear hirokingmm,

No worries, your new smartphone or your use of your house Wi-Fi should not be a problem.

I'm in communication with the casino representative and am awaiting further information.

To whom it may concern,

Thank you for bringing to our attention the player's complaint regarding their payout.

Upon conducting our routine checks, we discovered a significant breach of our terms and conditions by the player in question. We found that the player has breached our terms and conditions by opening multiple accounts using the same or similar names, addresses, telephones, email addresses, and dynamic IP addresses with the intent of defrauding or cheating across our brands.

At 24Bettle, we uphold a strong commitment to ensuring a fair and transparent gaming environment for all of our players. Our Terms and Conditions, which outline the rules and regulations governing the use of our platform, strictly prohibit the creation and maintenance of multiple accounts. 

Our decision to close the player's account is a direct result of these violations. As a consequence, any associated winnings have been waived. We understand that such an outcome can be disappointing for the player, however, we would like to emphasize that our terms and conditions are strict and are in place to ensure a fair and safe gaming environment for all our players. 

In this regard, we made our decision based on the provisions outlined in our Terms and Conditions, specifically under the "Multiple Accounts" section (articles 47, 48, 49, and 50), which can be accessed at the link below:

https://www.24bettle.com/en/terms

In addition, the Casino Guru team has been provided with further relevant information, which outlines the details of the breach and the actions taken.

We hope that this explanation sheds the necessary light on the action we took in response to the player's complaint. If you need any additional details or clarification, do not hesitate to contact us.

Sincerely,

24Bettle Complaint Team

Thank you for your explanation and provided evidence, 24Bettle Complaint Team.

Dear hirokingmm,

We have received all the necessary information from the casino representative, and based on the evidence presented, we decided to close your complaint as unjustified since there is sufficient evidence of the creation of multiple accounts connected to your account. We consider the casino's actions to be in compliance with its terms and conditions, and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal

Casino Guru