5plusbet Casino - La cuenta del jugador ha sido bloqueada.

They closed my account and just sent me an email saying that they weren't even going to answer about this matter and that the decision is made. The point is, I don't even know what they claim well.

The only thing I can see that can lead to this is that my friend played 1x on my pc. she always played in hers at her house, i always played on my pc at my house. there was only one time we were together and she played on her account on my pc. is it? but she is one person and me another. I don't understand ...

don't answer ...

Fecharam-me a conta e só me mandaram um email a dizer que nem iam responder sobre este assunto e que a decisão está tomada. A questão é que eu nem sei bem o que eles alegam bem.

A unica coisa que eu possa ver que pode levar a isto foi a minha amiga ter jogado 1x no meu pc. ela sempre jogou no dela em casa dela, eu sempre jouei no meu pc em minha casa. só houve uma unica vez em que estvamos juntas e ela jogou na conta dela no meu pc. será isso? mas ela é uma pessoa e eu outra. náo percebo...

nao respondem...

Dear Maria,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Yes, that could be a reason to block your account. I have checked carefully the T&Cs and this is what I found https://www.5plusbet90.com/#/:

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified in the past? Have you redeemed any promotional offers? Have you withdrawn any funds from this casino previously? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

There was no promotion.

I made several deposits and withdrawals, I never had any problems.

It is one thing for a person to have multiple accounts the other thing is different people who played on the same pc once.

Always different PC's and in different houses. We live kms away. That person just played on my pc 1x!

Não tinha qualquer promoção.

Fiz vários depósitos e levantamentos, nunca tive algum problema.

Uma coisa é uma pessoa ter várias contas outra coisa são pessoas diferentes que jogaram no mesmo pc uma vez.

Sempre pc's diferentes e em casas diferentes. Vivemos a kms de distância. Essa pessoa só jogou no meu pc 1x!

Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Maria!

I will be looking at your complaint from now on. Please, let me ask you, did your friend got her account blocked as well?

Yes, the account was also blocked. He also had money.

Sim, também ficou com a conta bloqueada. Tinha também dinheiro.

Thank you for your reply, I would like to invite 5plusbet Casino to this conversation in order to help us solve your issue.

Appreciate! Nothing was done wrong ...

Agradeço! Nada foi feito erradamente...

Dear Maria,

Unfortunately, our rules allow you to have only one account from one PC. By registering, you accepted the terms and conditions. This is why your accounts have been blocked.

Can only one person play from the same pc?

Só uma pessoa pode jogar do mesmo pc?

Yes that's right

Dear 5plusbet Casino representatives,

Although we completely understand the situation with duplicate accounts and we are well aware of the fact, that it is being abused in a number of cases, this case in our eyes is anything but abuse.

I strongly believe that you clearly distinguish these two accounts as not the accounts of one person, but two separate accounts used by two separate players with history of their respective IPs used to log in, with an exception of this one time as it was described by the player.

In this case I do not see any reason to block both players accounts, assuming that both of the players could undergo KYC process and be fully verified. 

We would like to ask 5plusbet 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 will have negative impact on the casino's rating.

Hi,

We checked the bets of the players and revealed opposing bets from these two accounts at the same time in order to reduce the risk of losing, which is already a big violation of the terms.

Dear 5plusbet Casino representatives,

I would like to ask you to provide us with any supporting evidence. You can do so by sending me an email here: 'martin.d@casino.guru'.

Sent to you by email.

We played at the same tables a few times. Can't we?

I'm incredulous!

Jogámos nas mesmas mesas algumas vezes. Também não podemos?

Estou incrédula!

Hello all!

After careful examination of this case and the documents provided by 5plusbet Casino, I would like to present you our conclusion:

Since the player and his friend were playing on blackjack table, which evidence of was provided by the casino, we do not believe that these two players were able to gain any unfair advantage over the casino, since such situation is even possible on blackjack tables.

As was previously displayed, according to 5plusbet Casino's terms and conditions, the player can open account with connection to one IP address, however in this case, the player and his friend had their accounts already registered from different IP addresses and therefore, there was not any breach of the casino's terms & conditions.

We strongly believe, that both of the accounts should not be blocked and the winnings should be payed to the players.

Hello Martin,

Both accounts were created from the same computer and IP address.

But what's the problem with that?

After days of playing at your casino, and having liked the casino, I recommended it and it was at my home that the account was created. After that we didn't even play, my colleague went home and only later tried it out. On a different day, she came to my house and played on my pc.

Honestly, I see nothing more than an attempt to apologize everywhere because I was making some money. Nothing more than that.

It is for these and others that have already warned me that there is nothing better than the real casino, in the online always get these tricks.

It's not even for the money anymore, it's for lack of respect. The search for history that does not exist! I am one person, she is another ... The account was created in my house and days later my colleague played only once in my house.

This is a pursuit of the player, nothing more. It's just bad for you. As far as I am concerned, I will have everything to say bad about your casino. While previously he was advised by me (so much so that my colleague did the account for my opinion), at this moment I have only one thing to say.

Do what you want with the money, don't go after crap with no way to plot people.

Zero score!

Mas qual é o problema disso?

Após dias a jogar no vosso casino, e de ter gostado do casino, recomnedei-o e foi na minha casa que foi criada a conta. Após isso nem sequer jogámos, a minha colega foi para casa e só mais tarde experimentou. Noutro dia diferente, ela veio a minha casa e jogou no meu pc.

Sinceramente não vejo aqui nada mais do que uma tentiva de desculpas por todo o lado porque estava a ganhar algum dinheiro. Nada mais do que isso.

É por essas e por outras que já me tinham avisado que não há nada melhor do que o casino real, no online sempre arranjam estes truques.

Já nem é pelo dinheiro, é para falta respeito. A busca da história que não existe! Eu sou uma pessoa, ela outra... A conta foi criada na minha casa e dias mais tarde a minha colega jogou uma única vez na minha casa.

Isso é uma perseguição ao jogador, nada mais. Só vos Fica mal. No que depender de mim, tudo terei a dizer mal do vosso casino. Enquanto anteriormente foi aconselhado por mim (tanto que a minha colega fez a conta pela minha opinião), neste momento só tenho mal a dizer.

Façam o que quiserem com o dinheiro, não andem é atrás de porcarias sem jeito nenhum para tramarem as pessoas.

Nota zero!

Dear 5plusbet Casino representatives,

To support your claim, could you please provide me with relevant documents? You can do so by sending it to the same email address as before.

Thank you.

Sent to you by email.

I also signed up for skrill, will skrill block us?

Também fui eu que fiz a inscrição no skrill, será que o skrill nos vai bloquear?

Hello all!

According to the evidence provided by the casino, it is obvious that both players have breached the casino's terms and conditions. They indeed registered from the same IP address and logged in more than just one time.

We are rejecting this complaint as unjustified.