Bettilt Casino - 플레이어의 계정이 동결되었습니다.

Hello casino.guru, bettilt has frozen my account for a very stupid reason, using the martingale strategy.. They refuse to pay me winnings, this is completely unfair and they should pay my winnnings as My deposit (42k inr) was made into around 94k by a all in bet, not a martingale strategy, I had just played further using martingale strat, , to make it 105k to make it my lucky number and withdraw

but before that my first bet was a all in bet which made major of my money

Please I hope it makes sense, they should give my winnings aswell, right now they are willing to give my deposit back..

I didn't specifically use martingale either, my double ups were around 1.7x

Dear s4hdre1,

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

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

• Could you please specify which specific game you played?
• Could you please share the communication from the casino making the accusations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I have played I think Baccarat (I forgot which game specifically) and Lightning Baccarat, the email transcripts will be forwarded to you sir.

They refuse to provide bet history, refund to my original payment method (Crypto), asks me to signup to websites which do not allow me to take the money in my bank because I am in India (Neteller, skrill), they just spam their script everytime, you can check the email transcripts of the livechat ticket.. They do not want to just pay my money.. I do not know why!

And you got the context wrong, they are not even able to prove that I have used martingale strategy, or any strategy of some sort, my initial bet, was 42k deposit, all in which gave me 94k balance then i did some more bets, randomly on lightning baccarat, then a lightning multiplier got hit which turned to 105k, they cannot prove at all I have benefitted from a strategy of some sort sir.. Please help me out w/ this.

Regards,

s4hdre1

Thank you very much, s4hdre1, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, s4hdre1,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bettilt Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

It would be great if you could provide us with the user's complete game logs and show your claims in the data from his account. However, please note that we consider winnings confiscation based on the martingale strategy unjustified.

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear CasinoGuru,

Kindly note that as per communication player initiated in previous message, Player himself confirmed that he utilized a Martingale strategy.

According to the terms and conditions, which the user accepted upon creating their account, we consider Martingale and similar strategies to be unfair and fraudulent.

For your reference, please find the relevant section of our terms and conditions here:

7.3. Fraudulent activity

Once we noticed a fraudulent, unlawful, dishonest or improper activity (including using Martingale strategy or similar strategies, using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account and/or forfeit of all Account balances (including deposits and winnings) without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

Additionally, we would like to inform you that the player originally deposited a total amount of ₹42,760.53. While the full deposit amount has been returned to the player, their winnings were confiscated in accordance with our policies. A notification regarding this matter has been sent to the player.

Thank you for your attention to this matter.

Best regards,

Bettilt Casino

Dear s4hdre1,

Can you please confirm the casino refunded your deposit of ₹42,760.53?

Dear Bettilt Casino Team,

Thank you for your response.

Can you please:

• Explain in more detail why you consider Martingale and similar strategies to be unfair and fraudulent
• Provide us with the user's complete game logs and show your claims in the data from his account, as I already requested - he claimed the first significant winnings were accumulated from an all-in bet, while he used Martingale strategy after the big win, so it would be appreciated if you could prove otherwise
• Read our 2 articles regarding Our Position on Banning Betting Patterns and Strategies (the first 2 parts of the article) and Roulette Strategies and Why They Don't Work (especially the parts devoted to Martingale strategy)
• Inform us whether your decision is final and remains unchanged

Please note if you fail to cooperate and/or provide us with the requested details/evidence, I will be forced to close the complaint as unresolved, with the amount decreased by the refunded deposit.

Thank you for understanding. Looking forward to hearing from you.

Dear Casinoguru,

I am writing to provide clarification regarding the terms and conditions associated with Bettilt Casino and the case of the player in question. Please note that the player accepted the terms and conditions during the account creation process. These terms and conditions are readily accessible to players both during the sign-up process and thereafter on our website.

At Bettilt, we strictly adhere to our established terms and conditions. While it may be noted in your site that the Martingale strategy is not deemed fraudulent, we wish to emphasize that, based on our own T&C, the player’s utilization of this strategy is considered fraudulent.

We do not encourage the use of the Martingale strategy or any similar practices, which we classify as fraudulent. Our decision regarding this matter has been made in accordance with our fair terms and conditions, which the player has accepted, and thus, we maintain that our decision will remain unchanged.

For your reference, we are sharing the link to our terms and conditions below:

www.bettilt.com/en-IN/info/terms-and-conditions

7.3. Fraudulent activity

Once we noticed a fraudulent, unlawful, dishonest or improper activity (including using Martingale strategy or similar strategies, using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user’s Account and/or forfeit of all Account balances (including deposits and winnings) without prior notification. In such cases, we reserve the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

Thank you for your attention to this matter.

Best regards,

Bettilt Casino

unfair, i did not use martingale, prove it.

Thank you for your response and additional information, Bettilt Casino Team. I think that there is nothing to add from our side.

Dear s4hdre1,

Can you please confirm the casino refunded your deposit of ₹42,760.53?

I did not ask it because I would like to reject your complaint. It was because, after my explanation and the casino's confirmation, the complaint will be closed as 'unresolved'. I would like to only have the correct information about the remaining disputed amount - the winnings confiscated by the casino. As you could have understood, we do not agree with winnings confiscation based on utilizing such a strategy, even if you used it. It is against our policy and Fair Gambling Codex, and I have to comply with them.

Thank you. Looking forward to hearing from you regarding the information about the refunded deposit. Then, the complaint will be closed.

yes they have refunded the amount.

Greetings all,

Thank you for your confirmation, s4hdre1.

Unfortunately, based on all the above-explained, we are forced to close the complaint as ‘unresolved’, which will influence the casino’s rating in a negative way. The disputed amount will be updated to the amount of the remaining confiscated winnings (₹105,335 - ₹42,760.53 -> ₹62,574.47).

If something is in a casino's Terms and Conditions, it does not automatically mean it is considered fair or it is fair/correct to use it against players. In this case, the casino even did not provide us with sufficient evidence supporting their claims, and it looks like the majority of the disputed winnings could have been likely accumulated during normal play, without the use of the stated strategy. The existence of such a rule itself in the Bettilt Casino's Terms and Conditions pulls its rating down, not to mention that the casino uses it against players.

Once the casino changes its approach (and rules) and can provide us with all the necessary details/evidence, reconsidering its decision regarding the matter accordingly, it can request reopening of this complaint anytime. Until then, our decision will also remain unchanged.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru