Betroom 24 Casino - El jugador fue acusado de abrir varias cuentas.

I have at betroom24 on 9.6. deposited a total of 200 euros and won 210 euros.

First I deposited 100 euros without a bonus and was able to pay out 210 euros

then i deposited 100 euro for this bonus

https://www.betroom24.com/en/promotions/100-afterwork-party

I couldn't win anything with that

today i received this email

Hello J***,

This is to inform you that your Betrom24 account registered under username: Fowi30 has been permanently suspended due to breach of our house Terms on account opening and usage;

You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. If we have deposited any bonuses, winnings or other funds into a duplicate account, we reserve the right to remove such funds.

Opening further accounts will be considered as another violation of our Terms & Conditions and all your additional Betroom24 accounts will be suspended at once.

Kind regards,

Betroom24 Security

since i only have 1 account at betroom24 and it is more than 2 years old and the claim of the casino is not correct i demand that my winnings are paid out or my deposit is refunded

ich habe bei betroom24 am 9.6. insgesamt 200 euro eingezahlt und 210 euro gewonnen.

erst zahlte ich 100 euro ohne bonus ein und konnte 210 euro zur auszahlung bringen

dann habe ich 100 euro für diesen bonus eingezahlt

https://www.betroom24.com/en/promotions/100-afterwork-party

damit konnte ich nix gewinnen

heute erhielt ich diese email

Hello J***,

This is to inform you that your Betrom24 account registered under username: Fowi30 has been permanently suspended due to breach of our house Terms on account opening and usage;

You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. If we have deposited any bonuses, winnings or other funds into a duplicate account, we reserve the right to remove such funds.

Opening further accounts will be considered as another violation of our Terms & Conditions and all your additional Betroom24 accounts will be suspended at once.

Kind regards,

Betroom24 Security

da ich nur 1 account besitze bei betroom24 und dieser schon älter als 2 jahre ist und die behauptung des casino nicht korrekt ist verlange ich das meine gewinne ausgezahlt werden oder meine einzahlung zurück erstattet wird

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

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

Best regards,

Petronela

my father also has an account at betroom 24 and was blocked at the same time.

he also opened a complaint here

my father and i live more than 700 kilometers apart and we each have our own household

and different ip address and devices.

in this respect we have not violated the terms and conditions of the casino.

mein vater hat auch einen account bei betroom 24 und wurde zeitgleich gesperrt.

er hat hier auch eine beschwerde eröffnet

mein vater und ich wohnen aber über 700 kilometer auseinander und jeder hat seinen eigenen haushalt

und unterschiedliche ip adresse und geräte.

insofern haben wir nicht gegen die Geschäftsbedingungen des casinos verstossen.

I appreciate the clarification and thank you for explaining the situation in more detail. Based on the information you shared, it seems that the only potential connection between the two accounts could be the use of a VPN, which might give the appearance of two different individuals playing from the same IP address. To further investigate, could you please let me know if you have ever used a VPN while playing at this particular casino? Additionally, it would be helpful to know which account was created first and whether either of them has been successfully verified in the past. Lastly, have you redeemed any bonuses on your account previously? Thank you for your cooperation.

no vpn was used

My account was created first, it's about 2 years old and it's already the 2nd time that I've been cheated out of my winnings

https://casinoguru-de.com/betroom-24-casino-the-player-winnings-were

In the first case, casino guru agreed with me and the casino still refused to pay out

my account should be verified as far as i know

my father informed me that his account is about 1 year old and he sent the verification documents to the casino, but 1 day later his account was blocked and so the verification status is unclear at the moment because there was no answer from the casino

he also didn't use a vpn.

the friday bonus was redeemed on both accounts

https://www.betroom24.com/en/promotions/100-after-work-party

before the bonus was used, a real money deposit of 100 euros was required to qualify for this bonus and this requirement was met by both accounts

es wurde kein vpn benutzt

mein konto wurde zuerst erstellt es ist ca 2 jahre alt und es ist auch schon das 2te mal das ich um meine gewinne betrogen wurde

https://casinoguru-de.com/betroom-24-casino-die-gewinne-des-spielers-wurden

im ersten fall hat mir casino guru recht gegeben und das casino hat trotzdem die auszahlung verweigert

mein konto sollte verifiziert sein soweit ich weiss

mein vater mir mitgeteilt das sein konto circa 1 jahr alt ist und er die verifizierungsdokumente dem casino zugesandt hat aber 1 tag später wurde sein account gesperrt und so ist der verifizierungsstand zur zeit ungeklärt da es keine antwort vom casino gab

auch er hat kein vpn genutzt.

auf beiden accounts wurde der freitagsbonus eingelöst

https://www.betroom24.com/de/promotions/100-nach-der-arbeit-party

bevor der bonus genutzt wurde war eine echtgeldeinzahlung von 100 euro notwendig um sich für diesen bonus zu qualifizieren und diese bedingung wurde von beiden accounts eingehalten

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi fowi30,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Betroom 24 Casino to the conversation to participate in the resolution of this complaint.

Hi there,

We will provide to Casino.Guru clear evidences that accounts are connected. Moreover we strongly believe there is only one person behind two accounts which is strictly forbidden.

Betroom24 Team

Hi, Betroom 24 Casino team,

Please send the relevant evidence to my email address (peter.m@casino.guru).

Hi fowi30,

I'm discussing the issue with the casino rep on Skype. If I receive all the necessary information, there should be a conclusion by Monday.

Hi there,

Required evidences sent to casino.guru team.

Betroom24 Team

Hi fowi30,

After the long and difficult gathering and review of all available evidence about your and your father's case, we finally came to a conclusion. All data strongly suggest that both accounts were created and used by one player. This includes deposit patterns, playing patterns, account names, time of play, etc. Also, there were cumulatively over 30 bonuses claimed in the two accounts which suggests bonus hunting. I'm afraid, both complaints will be rejected. If you disagree with our decision, please turn to the Antillephone Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter