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

Hello

I deposited a total of 200 euros at betroom24 on June 9th, 2023 after I received a promotion via email for a bonus and won 510 euros and requested a payout.

first deposit was without a bonus and 100 euros paid in and paid out a little over 90 euros to qualify for this bonus

second deposit was 100 euros with 100 euros bonus

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

I was able to win 420 euros with this and apply for a payout.

today I received an email:

Hello Bernd,

This is to inform you that your Betrom24 account registered under username: Bernd30 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

They claim I have more than 1 account, which is unfortunately not true because I only have this 1 account and it is about 1 year old.

why don't you send me bonus promotions and lock my account if i have multiple accounts.

Why don't you provide me with evidence to support your claim that I have more than 1 account.

instead they let me deposit and no matter what happens if i win or lose i will never see the money.

Such behavior is predatory and absolutely unacceptable because the account will only be closed and the winnings canceled if you win.

if I hadn't won anything, my account wouldn't have been guaranteed

been closed and they would have let me deposit much longer before I made the first withdrawal

They closed the account and I didn't even get my deposit of 200 euros back

due to the fact that i only have 1 account at betroom24, i expect my winnings to be paid out in full

and i hope casino guru can help me with that.

hallo

ich habe bei betroom24 am 9.6.2023 insgesamt 200 euro eingezahlt nachdem ich eine promotion via email für einen bonus bekommen hatte und 510 euro gewonnen und zur auszahlung beantragt.

erste einzahlung war ohne bonus und 100 euro eingezahlt und etwas über 90 euro ausgezahlt um mich für diesen bonus zu qualifizieren

zweite einzahlung waren 100 euro mit 100 euro bonus

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

damit konnte ich 420 euro gewinnen und zur auszahlung beantragen.

heute erhielt ich eine email:

Hello Bernd,

This is to inform you that your Betrom24 account registered under username: Bernd30 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

sie behaupten ich hätte mehr als 1 account was leider nicht der wahrheit entspricht denn ich habe nur diesen 1 account und dieser ist schon circa 1 jahr alt.

warum schicken sie mir bonus promotionen und sperren nicht meinen account wenn ich mehrere accounts besitze.

warum liefern sie mir keine beweise die ihre behauptung unterstützen das ich mehr als 1 account besitze.

stattdessen lassen sie mich einzahlen und egal was passiert ob ich gewinne oder verliere das geld werde ich nie sehen.

so ein verhalten ist räuberisch und absolut inakzeptabel denn erst im gewinnfall wird der account geschlossen und die gewinne storniert.

wenn ich nix gewonnen hätte wäre mein account garantiert nicht

geschlossen worden und sie hätten mich noch viel länger einzahlen lassen bis ich die erste auszahlung gemacht hätte

sie haben den account geschlossen und nicht einmal meine einzahlung von 200 euro habe ich zurück erhalten

aufgrund der tatsache das ich nur 1 account bei betroom24 besitze erwarte ich das mir meine gewinne vollständig ausgezahlt werden

und ich hoffe casino guru kann mir dabei helfen.

Dear bernd30,

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? Was your account successfully verified in the past and have you received any winnings previously?

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

i sent verification documents to the casino but 1 day later my account was blocked

and I don't know what the current status of the verification is

it was my first payout there

my son and i each have 1 account at betroom24 but we have separate households

different internet and devices

email and username are different too

so we didn't break any terms of the casino

verifizierungsdokumente habe ich dem casino gesendet aber 1 tag später war mein account gesperrt

und ich weiss nicht wie der jetzige Stand der Verifizierung ist

es war meine erste auszahlung dort

mein sohn und ich haben jeweils 1 account bei betroom24 wir haben aber getrennte haushalte

unterschiedliches internet und geräte

auch email und benutzername ist unterschiedlich

also haben wir gegen keine bedingungen 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 used

-Documents sent for verification but no response received. Account has been suspended

-account about 1 year old

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

this bonus was used

-kein vpn genutzt

-dokumente zur verifizierung gesendet aber keine antwort erhalten account wurde gesperrt

-account circa 1 jahr alt

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

dieser bonus wurde genutzt

Hi there,

This complaint is connected to another complaint;

https://casino.guru/betroom-24-casino-player-has-been-accused-of-opening-1

We will provide to casino.guru clear evidences that accounts are connected, moreover we strongly believe there is one person behind two accounts.

Betroom24 Team

Thank you very much, bernd30, 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.  

Dear bernd30,

I'm taking over your complaint. I am waiting for the evidence from the casino and will keep you updated.

Hi bernd30,

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 bernd30,

After the long and difficult gathering and review of all available evidence about your and your son'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