Betride Casino - Los fondos del jugador se confiscan después de la verificación.

Dear Sir/Madam,

I took advantage of the bonus with the code guru50, which provided me with 50 free spins. From the winnings, I made over 50 euros and continued playing until I reached 100 euros. I then completed the verification on the website and requested a withdrawal, as everything seemed to be in order according to the previously stated terms and conditions.

The next day, I received a message saying that I needed to submit a video verification in order to receive my funds. I found this somewhat unusual. A few hours later, I received a message confirming that the video verification had been successfully completed, and I proceeded to submit my withdrawal request again.

Unfortunately, I was informed that my funds were withheld because it was claimed that I violated point 12 of the Anti-Fraud policy. However, I was not given specific details about what exactly was violated.

The terms and conditions I referred to before my verification clearly stated that withdrawals could be made up to 200 USD with no wagering requirements and no deposit required. However, after my verification was completed, new rules were introduced, requiring a wagering requirement of x50 and a deposit of 20 USD before any withdrawal could be processed.

I am concerned about these changes, which were introduced only after my verification process was completed. I kindly ask for a detailed explanation of this situation and for my withdrawal to be reconsidered in line with the terms that were in place at the time I submitted my request.

Kind regards,

Natalia

Dear CREZYCZYZ,

hank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and resolve this issue effectively, could you please provide more details by answering the following questions?

• Could you please specify if you used any other promocodes in this casino besides the code guru50?
• Are you able to access your casino account, or has it been blocked due to alleged fraud?
• Have you previously made withdrawals from this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Could you please specify if you used any other promocodes in this casino besides the code guru50?

No. Only yesterday after filing a complaint

Are you able to access your casino account, or has it been blocked due to alleged fraud?

Yes, I still have access. I can use other codes from other sites like yours

Have you previously made withdrawals from this casino?

No

Best regards

Thank you very much, CREZYCZYZ, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

Hello is there any information?

Hello CREZYCZYZ,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 31Bets Casino representative to join this conversation and participate in resolving this complaint.

Dear 31Bets Casino,

It appears that there were no wagering requirements for the bonus at the time of the withdrawal request or verification process. Could you comment on the situation?

Thank you in advance for providing the information.

Hello. We have checked the details and can confirm that the winnings were indeed confiscated from the account for the violation of terms and conditions, specifically the article 12. Anti Fraud which prohibits creating multiple accounts, advantage play and reserves the right to confiscate winnings and close accounts in cases where players exploit bonuses for undue advantage. 

Dear 31Bets Casino,

Could you provide us with some evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan, we have provided the evidence via email.

Hello CREZYCZYZ,

Could you please explain why multiple accounts are connecting from the same IP including your account?

I'll be awaiting your reply.

Dear CREZYCZYZ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your inquiry regarding the detection of multiple accounts connected from the same IP address, including my own. I would like to take this opportunity to provide a detailed explanation and clarify that I have not violated any of your Terms and Conditions.

1. No Intentional Violation of Terms and Conditions

First and foremost, I want to assure you that I have never engaged in any activity that would violate the casino’s Terms and Conditions. I am fully aware of the importance of fair play, responsible gaming, and compliance with your rules, and I take these matters very seriously.

I use only my personal account and have not attempted to create or manage any other accounts. The activity that you have observed from my IP address is solely associated with my account, and I have not undertaken any actions that would undermine the integrity of your platform or violate the guidelines set forth by your casino.

2. No Intent to Circumvent Systems

At no point have I attempted to circumvent any of your systems or protocols. There has been no manipulation or abuse of any features of your platform in any form, and my activities have been conducted in full compliance with your established rules.

I understand the importance of maintaining a fair gaming environment, and I have not engaged in any practices such as account collusion, bonus abuse, or any other prohibited activities under your Terms of Service.

3. Possible Reasons for Shared IP Address



The reason why multiple accounts may appear to be accessed from the same IP address, including mine, can likely be attributed to a few technical factors, none of which suggest any wrongdoing on my part:

Shared Network: I may be using a shared internet connection (e.g., Wi-Fi network in my household or a public network), where multiple users are accessing your platform through the same IP address. This is a common scenario in many household or office environments.

Use of VPN: Additionally, I use a VPN service for privacy and security, which can route internet traffic through a shared exit node. As a result, multiple individuals using the same VPN provider could appear to be connecting from the same IP address.

Network Address Translation (NAT): Many home or business network setups employ NAT (Network Address Translation), where multiple devices share a single public IP address, leading to the appearance of multiple accounts originating from the same IP.

4. Commitment to Compliance

I would like to reiterate that I am committed to abiding by all of your platform’s policies. I have never acted in any manner that would intentionally or unintentionally breach your Terms and Conditions. I respect the regulations you have set forth and make every effort to ensure that my conduct aligns with the standards expected of your users.

5. Willingness to Cooperate

If you require any further clarification or documentation to verify my compliance with your rules, I am more than happy to cooperate. I can provide additional details, identity verification, if necessary, to ensure complete transparency and confirm that my activities have been fully compliant.

I appreciate your understanding and look forward to resolving this matter promptly.

Dear 31Bets Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan, We have provided the requested information via email.

Dear 31Bets Casino,

Thank you for your email and the information you have provided.

Hello Dear CREZYCZYZ,

It appears that there were multiple accounts logging from the same IP and using the free bonuses. There are also multiple similarities in these accounts, which cannot be published. It would be really difficult to prove that these accounts do not belong to a single person.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.