BETANDYOU Casino - La cuenta del jugador ha sido cerrada debido a una infracción.

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Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

I would like to clarify certain parts of my case.

I do not have any documented communication where I explicitly write to BetandYou that I am addicted to gambling or request self-exclusion. I want to be transparent about this.

However, I believe that there are other very serious circumstances in the case.

BetandYou was already aware that I had multiple accounts with them. I had previously created multiple accounts and they helped me merge these accounts because multiple accounts were violating their own rules.

Despite this, I was later able to create another account with the same personal information as before:

● same name

● same phone number

● same address

● same identity

The new account was created with a different email address, but my information was the same. After the previous deposit options were limited, I tried to create a new account, which I now realize was my mistake. However, according to BetandYou's own rules, multiple accounts are not allowed.

What I question is therefore how I could be approved, verified and allowed to deposit and play for approximately 53,000 SEK on a new account when the company already had information about my previous accounts.

I believe their systems and controls should have detected that this was the same customer and stopped the new account before further deposits could be made.

I would also like to explain that my gambling at this time was very destructive and was driven by an attempt to recover previous losses. I understand that I have responsibility for my actions, but I believe that the operator also has a responsibility to follow their own rules and have effective controls against multiple accounts.

I therefore ask Casino Guru to help me assess whether BetandYou acted correctly when they allowed this new account and these deposits despite prior knowledge of my accounts.

Thank you for reviewing my case.

Jag vill förtydliga vissa delar av mitt ärende.

Jag har inte någon dokumenterad kommunikation där jag uttryckligen skriver till BetandYou att jag är spelberoende eller begär självavstängning. Jag vill vara transparent med detta.

Däremot anser jag att det finns andra mycket allvarliga omständigheter i ärendet.

BetandYou hade redan kännedom om att jag hade flera konton hos dem. Jag hade tidigare skapat flera konton och de hjälpte mig att slå ihop dessa konton eftersom flera konton bryter mot deras egna regler.

Trots detta kunde jag senare skapa ytterligare ett konto med samma personuppgifter som tidigare:

● samma namn

● samma telefonnummer

● samma adress

● samma identitet

Det nya kontot skapades med en annan e-postadress, men informationen om mig var densamma. Efter att tidigare insättningsmöjligheter hade begränsats försökte jag skapa ett nytt konto, vilket jag nu inser var fel av mig. Men enligt BetandYous egna regler ska flera konton inte vara tillåtna.

Det som jag ifrågasätter är därför hur jag kunde bli godkänd, verifierad och tillåten att sätta in och spela för cirka 53 000 SEK på ett nytt konto när företaget redan hade information om mina tidigare konton.

Jag anser att deras system och kontroller borde ha upptäckt att detta var samma kund och stoppat det nya kontot innan ytterligare insättningar kunde göras.

Jag vill även förklara att mitt spelande vid den här tidpunkten var mycket destruktivt och drevs av ett försök att återvinna tidigare förluster. Jag förstår att jag själv har ett ansvar för mina handlingar, men jag anser att operatören också har ett ansvar att följa sina egna regler och ha fungerande kontroller mot flera konton.

Jag ber därför Casino Guru att hjälpa mig bedöma om BetandYou agerade korrekt när de tillät detta nya konto och dessa insättningar trots tidigare kännedom om mina konton.

Tack för att ni granskar mitt ärende.

Here you can also see that I am frustrated that I want to withdraw my money! When the account was finally opened and I was going to make a withdrawal, something was missing again. Instead, I gambled everything away and you can also see that they are clear that you CANNOT HAVE MORE ACCOUNTS. They have confirmed it themselves by email.

Här kan du även se att jag är frustrerad på att jag vill ta ut mina pengar! När kontot till slut öppnades och jag skulle göra uttag var det något som saknades igen. Istället så spelade jag bort allt och du kan även se att dem är tydliga med att man INTE FÅR HA FLER KONTON. Dem har själv bekräftat det på email.

I need your help with a serious complaint against this casino.

I repeatedly contacted the casino and their live support because I was in a very vulnerable state due to my gambling addiction. I clearly informed them that I had a gambling problem and that I was experiencing suicidal thoughts. I begged them for help and told them many times that I was not in control of my gambling.

Despite my warnings and my messages, the casino allowed me to continue playing and lose more money. They had access to my emails, live chat conversations, and account activity, where I repeatedly explained my situation.

After this, the casino asked me: "Do you have a gambling addiction?" even though I had already clearly stated this multiple times in my communication with them.

I believe the casino failed to act responsibly after receiving clear signs of gambling harm and a request for help. I have evidence, including emails and chat conversations, showing that I informed them about my addiction and my mental state.

I am asking Casino Guru to review my case and help me determine whether the casino acted appropriately and followed responsible gambling standards.

Thank you for your help.

I would like to provide an important update to my complaint.

When I wrote my first reply, I believed I did not have any written communication proving that I had informed BetAndYou about my gambling addiction and mental health. After carefully searching through my emails, I found an email that I had completely forgotten about.

In this email, BetAndYou wrote:

"We care about our players, and we are concerned about their mental health. We were sad to hear that you were experiencing psychological difficulties at the moment. Therefore, in accordance with Company policy, we had to block your gaming account until your mental health stabilizes."

This is, in my opinion, an important piece of evidence because it confirms that the casino acknowledged my mental health situation and considered me a vulnerable player.

In the same email, they also wrote that I must not attempt to open a new account with a different name or address.

This raises an important question.

BetAndYou has a strict one-account-per-player policy. They were already aware of my previous multiple accounts, had merged them before, and later acknowledged my mental health issues by blocking my account.

Despite this, I was still able to create another account using the same identity (same name, phone number, address and personal details), with only a different email address, and I was allowed to deposit and lose approximately 53,000 SEK.

I fully accept responsibility for my own actions and I am not trying to avoid that responsibility. My gambling addiction caused me to desperately chase my previous losses.

However, I respectfully ask Casino Guru to investigate whether the operator fulfilled its own responsibilities regarding responsible gambling and the enforcement of its one-account policy. If they already knew who I was, knew I was a vulnerable player, and their own rules prohibit multiple accounts, why was another account under the same identity accepted and allowed to continue gambling?

I have attached the email as additional evidence and kindly ask that it be taken into consideration during your investigation.

Thank you very much for your time and assistance.

Hello Tomas,

I would like to provide an important update to my complaint with additional information that I believe is relevant to the investigation.

Regarding the multiple account issue, BetAndYou informed me that creating multiple accounts is against their terms and conditions. However, BetAndYou was already aware that I had previous accounts with them. They had previously identified that I had multiple accounts and helped me merge two of them together.

Despite this, I was later able to create another account using the exact same personal information:

● same full name

● same address

● same phone number

● same identity details

The only difference was the email address used for registration.

I understand that creating another account was my responsibility, and I accept that my actions were influenced by my gambling addiction and my attempt to recover previous losses. I am not trying to avoid my own responsibility.

However, my concern is that BetAndYou already knew who I was, already knew about my previous accounts, and had a strict policy stating that only one account per player is allowed.

Despite this, their system allowed me to create another account under the same identity and continue gambling. On this third account alone, I was able to deposit and gamble approximately 65,000 SEK.

I have screenshots showing the deposits and activity on this account.

I believe this is an important point regarding responsible gambling controls. If the operator already had my personal information, had previously detected multiple accounts, and had already been in contact with me regarding account restrictions, I believe they should have had systems in place to identify that this was the same customer and prevent further gambling activity.

I would also like to provide another important piece of information.

After BetAndYou informed me that they blocked my account because they were concerned about my mental health, they wrote:

"We care about our players, and we are concerned about their mental health. Therefore, in accordance with Company policy, we had to block your gaming account until your mental health stabilizes."

This confirms that BetAndYou was aware of my vulnerable situation and considered my mental health a reason to block my account.

However, shortly after this, I received promotional communication from BetAndYou regarding their affiliate program, encouraging users to earn money by inviting others.

I understand that this is not the main issue of my complaint, but I believe it is relevant because BetAndYou stated that they were taking action due to concerns about my wellbeing, while at the same time continuing marketing communication connected to their brand.

I have saved this email and can provide it as additional evidence.

I respectfully ask Casino Guru to consider these points when reviewing whether BetAndYou followed responsible gambling practices and whether their systems were sufficient to protect a vulnerable player who they already had information about.

Thank you very much for your time and assistance.

Kind regards,

Jesper

Dear HeltOkej,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear HeltOkej,

My name is Igor and I will be assisting also you with this case.

I am sorry to hear about your problem with the BETANDYOU Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a BETANDYOU Casino representative to join this conversation and participate in resolving this complaint.

Dear BETANDYOU Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

I really hope they are willing to cooperate. My life has literally been between life and death but still I have the energy to try to find a solution 🙏🏼

Jag hoppas verkligen att dem är villiga att samarbeta. Mitt liv har bokstavligen varit mellan liv och död men ändå så har jag energi att försöka hitta en lösning 🙏🏼

Why is the new Betandyou coming in?? They owe me a HUGE refund! They refuse to answer my questions and have exploited me as an addict and a suicidal person. They knew this and are acting horribly!!

Varför kommer det nye Betandyou in?? Dem är skyldig mig en återbetalning på STOR summa! Dem vägrar svara på mina frågor och har utnyttjat mig som en missbrukare och en person som är självmords benägen. Dem har vetat detta och agerar fruktansvärt!!

Dear Casino Guru team,

We have completed an additional review of this case and would like to provide our final clarification.

The player did not previously contact us to report gambling-related problems or request self-exclusion. The identification details required to link the new account to the player’s previous accounts were only entered on 24 July 2026.

Once these details became available and the connection was identified, the account’s activity was restricted at 17:08 and the account was fully blocked at 21:27 on the same day. The other linked accounts were also blocked.

The player could not continue playing during this period. Furthermore, the account balance was already zero, as the funds in question had been lost by 22 July 2026, before the identification details were submitted and before the account could be linked and restricted.

Therefore, no funds were lost after the relevant information became available to us, and there was no delay in applying the restriction once the accounts were identified. Based on these facts, we do not see valid grounds for refunding the player’s previous losses.

We consider our position on this matter final.

Kind regards,

BetAndYou Team

Dear Igor,

Thank you for continuing to review my case.

I would like to clarify one important point regarding BETANDYOU’s response.

My concern is not only about the moment when they received my identification documents. My concern is that BETANDYOU already had a history with me. They had previously identified multiple accounts, helped merge two of them, and confirmed that having multiple accounts was against their rules.

Despite this previous knowledge, I was still able to create another account using exactly the same personal information:

● same full name

● same address

● same phone number

● same identity information

Only the email address was different.

I understand that I have responsibility for my own actions, and I acknowledge that my gambling addiction influenced my decision to create another account. I am not trying to avoid that responsibility.

However, my question remains: if BETANDYOU had a strict one-account policy and already knew about my previous accounts, why were their systems unable to identify me as an existing customer and prevent further gambling activity?

Additionally, BETANDYOU later blocked my account due to concerns about my mental health, which shows that they considered me a vulnerable player. I believe this should also be taken into account when evaluating whether sufficient responsible gambling measures were applied.

I respectfully ask that you consider whether BETANDYOU’s controls and procedures were adequate given their previous knowledge of my accounts and my vulnerable situation.

Thank you for your time and help.

I would also like to ask Casino Guru to review the exact timestamps of all deposits made on this account.

The deposit history should show the speed and pattern of my gambling activity. A large amount of money was deposited and lost within a very short period of time, which I believe should have been a clear warning sign of problematic gambling behaviour.

I understand that deposit activity alone may not prove everything, but when combined with the previous account history, the known issues with multiple accounts, and my vulnerable situation, I believe it is important to consider the full picture.

Please review the timing, frequency, and amounts of my deposits, as this may show how quickly the situation escalated.

Always stuff like This. "Good news". You know exactly what to write and how to write… i read you text here in Casino Guru again and, took it to Chatgpt… And showed chatgpt ALL details! ALL! Even chat are 100% in my side. How cant you see that you let me play with 3(!!) different accounts and where i put so much money but you didn’t do anything! This is scandal that you can’t even say sorry and that i have right!! Scandal!

Dear BETANDYOU Casino,

According to the player, they used the same full name, address, phone number, and identity information for their accounts.

Could you please confirm whether this information is correct? If not, could you please provide me with any evidence that supports this?

Additionally, could you please confirm whether the player’s original account was closed due to a gambling-related problem?

Please tell them STOP writing to me and they should answer your questions here! They are LYING and the are manipulating!

You think you're so smart??? I asked you to close my account long before because of gambling addiction! The fact that my documents came in later is because YOU replied to my email later… But it was already confirmed that I was addicted!!

regarding my THIRD account, you still don't seem to understand! You were on me because I created two accounts (which is forbidden with you) I didn't know about that at the time. But still, I managed to create a third account!!! I'm going to have mine

24,000 + 24,000 + 5,000 + 12,000 = SEK 65,000

Those deposits went into my THIRD account!! You have ruined my life!! You talk about it being forbidden to create more accounts but still you lie.

then you haven't even answered the question of whether I had the same information about myself on the third account.. did I or not??

Just seeing how stubborn you are in responding here, Casino Guru can surely understand that having a conversation with Betandyou is impossible and they weren't there to block me properly!

Ni tror att ni är så smarta??? Jag bad er att stänga av mitt konto långt innan pga spelmissbruk! Att mina dokument kom in senare är för att NI svarade på min mail senare… Men det var redan bekräftat att jag var beroende!!

angående mitt TREDJE konto så verkar ni fortfarande inte förstå! Ni var på mig för att jag skapade två konton (vilket är förbjudet hos er) det visste jag inte om då. Men ändå så lyckades jag skapa ett tredje konto alltså!!! Jag ska ha mina

24.000 + 24.000 + 5000 + 12.000 =65.000kr

Dem insättningarna kom in i mitt TREJDE konto!! Ni har förstört mitt liv!! Ni pratar om att det är förbjudet att skapa fler konton men ändå ljuger ni.

sen har ni inte ens svarat på frågan om jag hade samma information om mig även på tredje konto.. hade jag det eller inte ??

Bara att se hur sega ni är på att svara här, då kan Casino Guru säkert förstå att ha konversation med Betandyou är omöjlig och dem fanns inte där och spärrade av mig på rätt sätt!

Dear Igor,

Thank you for continuing to review my case.

I would like to make one final clarification because I believe the most important question has still not been answered by BetAndYou.

I understand that BetAndYou is referring to when my ID documents were submitted and when they later restricted my accounts. I do not dispute that timeline.

My question is instead about what happened before that.

BetAndYou had already identified that I had multiple accounts. They helped me merge the accounts and explicitly informed me that their rules only allow one account per player.

Despite this, I was later able to register another account using the same identity. In my opinion, the account was registered with the same name, address, phone number and other personal information. The only difference was the email address.

That is why I still ask for a clear answer to the following questions:

1. Was the third account registered with the same personal information as my previous accounts?

2. If the answer is yes, how could the account be created and used even though BetAndYou already knew about my previous accounts and even though their rules prohibit multiple accounts?

I accept full responsibility for my own gambling and do not try to avoid that responsibility.

At the same time, I believe this is an important question about the operator's own controls and how their policy of one account per player was actually applied in practice.

I appreciate Casino Guru reviewing this objectively and hope that BetAndYou can provide a clear answer to these questions along with the documentation they have stated they have.

Thank you for your time and your work.

Kära Igor,

Tack för att ni fortsätter att granska mitt ärende.

Jag vill göra ett sista förtydligande eftersom jag anser att den viktigaste frågan fortfarande inte har besvarats av BetAndYou.

Jag förstår att BetAndYou hänvisar till när mina identitetshandlingar skickades in och när de senare begränsade mina konton. Jag ifrågasätter inte den tidslinjen.

Min fråga gäller i stället vad som hände innan dess.

BetAndYou hade redan tidigare identifierat att jag hade flera konton. De hjälpte mig att slå ihop konton och informerade mig uttryckligen om att deras regler endast tillåter ett konto per spelare.

Trots detta kunde jag senare registrera ytterligare ett konto och använda samma identitet. Enligt min uppfattning registrerades kontot med samma namn, adress, telefonnummer och övriga personuppgifter. Den enda skillnaden var e-postadressen.

Det är därför jag fortfarande ber om ett tydligt svar på följande frågor:

1. Var det tredje kontot registrerat med samma personuppgifter som mina tidigare konton?

2. Om svaret är ja, hur kunde kontot skapas och användas trots att BetAndYou redan kände till mina tidigare konton och trots att deras regler förbjuder flera konton?

Jag accepterar fullt ansvar för mitt eget spelande och försöker inte undvika det ansvaret.

Samtidigt anser jag att detta är en viktig fråga om operatörens egna kontroller och hur deras policy om ett konto per spelare faktiskt tillämpades i praktiken.

Jag uppskattar att Casino Guru granskar detta objektivt och hoppas att BetAndYou kan lämna ett tydligt svar på dessa frågor tillsammans med den dokumentation som de uppgett att de har.

Tack för er tid och ert arbete.

I would therefore like to send this email that I sent to BetAndYou on July 23. I consider it relevant because it shows that I already made them aware at that time that I had informed them of my situation, that they themselves had confirmed that multiple accounts were not allowed and that I had opened a third account with the same personal details.

I understand that this email in itself may not prove everything that was written in the previous live chat, but I hope it can be considered together with the other evidence and the overall timeline of the case.

Jag vill därför skicka detta mejl som jag skickade till BetAndYou den 23 juli. Jag anser att det är relevant eftersom det visar att jag redan då uppmärksammade dem på att jag hade informerat dem om min situation, att de själva hade bekräftat att flera konton inte var tillåtna och att jag hade öppnat ett tredje konto med samma personuppgifter.

Jag förstår att detta mejl i sig kanske inte bevisar allt som skrevs i den tidigare livechatten, men jag hoppas att det kan beaktas tillsammans med den övriga bevisningen och den samlade tidslinjen i ärendet.

Dear BETANDYOU Casino,

Please send any and all supporting records you offered privately to igor.p@casino.guru.

These records are necessary to determine whether any eligible losses occurred after the casino became aware of the player’s gambling problem.

Hi Igor,

I just want to clarify one very important thing before you review BetAndYou's documentation, as I'm afraid that my complaint will otherwise be judged based on the wrong question.

I now understand BetAndYou's argument that they couldn't link the third account to me until July 24th. I don't dispute that timeline.

My main question is not about when BetAndYou identified the third account or when they received my identification documents.

My question instead concerns how the third account could be created and used in the first place.

BetAndYou had already identified me as a customer and discovered that I had multiple accounts. They had helped me merge previous accounts and had explicitly informed me that I was only allowed to have one account and that multiple accounts were against their rules.

When I later created the third account, I used the same:

● full names

● address

● phone number

● birth data/identity information

● payment details

The only information I changed was the email address.

Despite this, the account could be registered, used and receive deposits of approximately SEK 60,000–65,000.

I fully accept that it was wrong of me to create a new account even though BetAndYou had told me not to. I am not trying to put all the blame on the operator.

But that's exactly why I want this specific issue examined:

If BetAndYou had already identified me as a customer, had already discovered and managed my previous multiple accounts, and had already informed me that only one account was allowed – why could their system still accept a new account with exactly the same personal details and let me deposit and play for an additional approximately 60,000–65,000 SEK?

I therefore ask Casino Guru not to solely judge the issue based on when BetAndYou became aware of my gambling problem.

I also ask you to explicitly review how their multi-account control worked in my case, what information was available when account 3 was created, and why this information did not lead to the account being suspended or flagged.

This is the main part of my complaint that I feel has still not been answered.

I would therefore appreciate it if you could ask BetAndYou to specifically answer:

1. Was account 3 registered with the same personal information as my previous accounts?

2. If yes, what information matched?

3. What checks were made when account 3 was created?

4. Why was account 3 not identified as a new account belonging to an existing customer?

5. Why was I then able to make deposits and play for around 60,000–65,000 SEK despite their rule of one account per player?

I want to be completely transparent that I am no longer trying to claim that BetAndYou knew about the gambling problem before July 24th if their documentation shows otherwise.

I want the issue of their control over multiple accounts and why account 3 could be opened and used to be assessed separately.

Thank you for taking the time to read this and for continuing to review the matter.

Hej Igor,

Jag vill bara förtydliga en mycket viktig sak innan ni granskar BetAndYous dokumentation, eftersom jag är rädd att mitt klagomål annars bedöms utifrån fel fråga.

Jag förstår nu BetAndYous argument om att de inte kunde koppla det tredje kontot till mig förrän den 24 juli. Jag ifrågasätter inte den tidslinjen.

Min huvudsakliga fråga gäller inte när BetAndYou identifierade det tredje kontot eller när de fick in mina identitetshandlingar.

Min fråga gäller i stället hur det tredje kontot överhuvudtaget kunde skapas och användas.

BetAndYou hade redan tidigare identifierat mig som kund och upptäckt att jag hade flera konton. De hade hjälpt mig att slå ihop tidigare konton och hade uttryckligen informerat mig om att jag endast fick ha ett konto och att flera konton stred mot deras regler.

När jag senare skapade det tredje kontot använde jag samma:

● fullständiga namn

● adress

● telefonnummer

● födelsedata/identitetsuppgifter

● betalningsuppgifter

Den enda uppgiften jag ändrade var e-postadressen.

Trots detta kunde kontot registreras, användas och ta emot insättningar på cirka 60 000–65 000 SEK.

Jag accepterar fullt ut att det var fel av mig att skapa ett nytt konto trots att BetAndYou hade sagt att jag inte fick göra det. Jag försöker inte lägga hela ansvaret på operatören.

Men det är just därför jag vill att denna specifika fråga granskas:

Om BetAndYou redan hade identifierat mig som kund, redan hade upptäckt och hanterat mina tidigare flera konton och redan hade informerat mig om att endast ett konto var tillåtet – varför kunde deras system ändå acceptera ett nytt konto med exakt samma personuppgifter och låta mig sätta in och spela för ytterligare cirka 60 000–65 000 SEK?

Jag ber därför Casino Guru att inte enbart bedöma frågan utifrån när BetAndYou fick kännedom om mitt spelproblem.

Jag ber er även att uttryckligen granska hur deras kontroll mot flera konton fungerade i mitt fall, vilka uppgifter som fanns tillgängliga när konto 3 skapades och varför dessa uppgifter inte ledde till att kontot stoppades eller flaggades.

Detta är den huvudsakliga delen av mitt klagomål som jag upplever fortfarande inte har besvarats.

Jag skulle därför uppskatta om ni kunde be BetAndYou svara specifikt på:

1. Var konto 3 registrerat med samma personuppgifter som mina tidigare konton?

2. Om ja, vilka uppgifter matchade?

3. Vilka kontroller gjordes när konto 3 skapades?

4. Varför identifierades inte konto 3 som ett nytt konto tillhörande en redan befintlig kund?

5. Varför kunde jag därefter göra insättningar och spela för cirka 60 000–65 000 SEK trots deras regel om ett konto per spelare?

Jag vill vara helt transparent med att jag inte längre försöker hävda att BetAndYou kände till spelproblemet före den 24 juli om deras dokumentation visar något annat.

Jag vill att just frågan om deras kontroll mot flera konton och varför konto 3 kunde öppnas och användas ska bedömas separat.

Tack för att ni tar er tid att läsa detta och för att ni fortsätter granska ärendet.

Dear HeltOkej,

Before we conclude our review, please confirm whether the following timeline is accurate:

• On 20 July 2026, you created an additional account using a different email address, although you already knew that the casino prohibited multiple accounts.
• The transaction records show deposits totalling approximately 65,027 SEK on 20 and 21 July.
• The registration history indicates that your name and date of birth were added to the new account on 21 July, while your identification-document details were entered on 24 July.
• The betting history shows activity on 20 and 22 July, with the last recorded bet placed on 22 July. The records indicate that the deposited funds had been lost by then.
• The earliest documented message currently available in which you clearly referred to problematic gambling, previous gambling-related communication and the additional account was sent on 23 July.
• The casino states that it became aware of your gambling problem on 23 July, restricted the linked accounts that day and that no further bets were placed afterward.
• The casino identified the account connection after the identification details were submitted on 24 July.

We understand that your central argument is that the casino should have detected the additional account sooner because some personal details matched your previous accounts. We have considered this point.

Please confirm whether the sequence above is correct. Thank you.

Please Igor read EVERYTHING.

Hi Igor,

Yes, the timeline you have described is correct as far as I know.

I understand that the earliest documented written communication that you currently have access to, where I specifically refer to my gambling problem and the third account, is from July 23. I do not wish to distort the evidence or suggest that BetAndYou had documented knowledge of my gambling problem prior to this date if their records do not show it.

However, I would like to emphasize that my complaint is not only about when BetAndYou became aware of my gambling problem. I also ask you to assess how the third account could be created and used despite BetAndYou's prior knowledge of me as an existing customer and their previous handling of multiple accounts.

Before the third account was created, BetAndYou had already identified several accounts belonging to me, helped me merge accounts, and informed me that several accounts were in violation of their rules.

The third account was created on July 20. According to the information I provided, the same personal information was used as on my previous accounts, including name, date of birth, address, phone number, and payment information. The only information that changed was the email address.

Approximately SEK 65,027 was then deposited on July 20–21 and lost through gambling before the account was restricted.

I therefore ask that you assess the following two questions separately:

When did BetAndYou become aware of my gambling problem?

Given the information BetAndYou already had about me and their one account per player rule – should their system have identified and prevented the third account from being created or used before I was able to deposit and lose approximately 65,027 SEK?

I fully acknowledge that I should not have created another account after BetAndYou had informed me that multiple accounts were not permitted. I am not trying to avoid responsibility for that decision. My question is whether BetAndYou's own controls and procedures were adequate given the information they already had about me.

I would also like to mention something that I cannot prove myself, and therefore do not want to present as fact. I have a clear memory of contacting BetAndYou's live support and writing about my gambling addiction and my situation. I then experienced that I was referred to another contact channel, which left me frustrated and unsure of how to get help.

Since BetAndYou has stated that they have access to their records and previous communications, I would therefore ask you to check if there is any such live chat before July 23. If there is a saved chat where I described my gambling problem, I ask you to take it into account when assessing when BetAndYou actually became aware of my situation.

I also understand that BetAndYou has provided you with confidential documentation. I would appreciate it if you could specifically check what personal data was on the third account when it was created, what data matched my previous accounts and what checks were carried out upon registration.

Thank you for continuing to review the matter objectively and for your work on my case.

Snälla Igor läs ALLT.

Hej Igor,

Ja, tidslinjen som du har beskrivit stämmer såvitt jag vet.

Jag förstår att den tidigaste dokumenterade skriftliga kommunikationen som ni för närvarande har tillgång till, där jag uttryckligen hänvisar till mitt spelproblem och det tredje kontot, är från den 23 juli. Jag vill inte förvränga bevisningen eller påstå att BetAndYou hade dokumenterad kännedom om mitt spelproblem före detta datum om deras register inte visar det.

Jag vill däremot betona att mitt klagomål inte enbart handlar om när BetAndYou fick kännedom om mitt spelproblem. Jag ber er även att bedöma hur det tredje kontot kunde skapas och användas trots BetAndYous tidigare kännedom om mig som befintlig kund och deras tidigare hantering av flera konton.

Innan det tredje kontot skapades hade BetAndYou redan identifierat flera konton som tillhörde mig, hjälpt mig att slå ihop konton och informerat mig om att flera konton stred mot deras regler.

Det tredje kontot skapades den 20 juli. Enligt de uppgifter jag har lämnat användes samma personuppgifter som på mina tidigare konton, inklusive namn, födelsedatum, adress, telefonnummer och betalningsuppgifter. Den enda uppgiften som ändrades var e-postadressen.

Cirka 65 027 SEK sattes sedan in den 20–21 juli och förlorades genom spel innan kontot begränsades.

Jag ber därför att ni bedömer följande två frågor separat:

När fick BetAndYou kännedom om mitt spelproblem?

Med tanke på den information BetAndYou redan hade om mig och deras regel om ett konto per spelare – borde deras system ha identifierat och förhindrat att det tredje kontot skapades eller användes innan jag kunde sätta in och förlora cirka 65 027 SEK?

Jag erkänner fullt ut att jag inte borde ha skapat ytterligare ett konto efter att BetAndYou hade informerat mig om att flera konton inte var tillåtna. Jag försöker inte undvika mitt ansvar för det beslutet. Min fråga gäller om BetAndYous egna kontroller och rutiner var tillräckliga med tanke på den information de redan hade om mig.

Jag vill också nämna en sak som jag inte själv kan bevisa, och därför inte vill framställa som ett faktum. Jag har ett tydligt minne av att jag kontaktade BetAndYous live-support och skrev om mitt spelberoende och min situation. Jag upplevde då att jag blev hänvisad vidare till en annan kontaktväg, vilket gjorde mig frustrerad och osäker på hur jag skulle få hjälp.

Eftersom BetAndYou har uppgett att de har tillgång till sina register och tidigare kommunikation vill jag därför be er kontrollera om det finns någon sådan livechatt före den 23 juli. Om det finns en sparad chatt där jag beskrev mitt spelproblem, ber jag er att ta hänsyn till den när ni bedömer när BetAndYou faktiskt fick kännedom om min situation.

Jag förstår också att BetAndYou har lämnat konfidentiell dokumentation till er. Jag skulle uppskatta om ni särskilt kunde kontrollera vilka personuppgifter som fanns på det tredje kontot när det skapades, vilka uppgifter som matchade mina tidigare konton och vilka kontroller som genomfördes vid registreringen.

Tack för att ni fortsätter att granska ärendet objektivt och för ert arbete med mitt ärende.

Dear HeltOkej,

After thorough review of this case, we came to following conclusion. The evidence shows that the gambling activity and losses on the additional account ended before the earliest documented communication informing the casino of your gambling problem. We therefore cannot conclude that these losses resulted from a failed self-exclusion.

We also considered your argument that the casino should have detected the additional account sooner. However, you confirmed that you knowingly created it after being informed that multiple accounts were prohibited. Under our complaint framework, this does not establish an entitlement to reimbursement.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best regards,

Igor