Bettilt Casino - La cuenta del jugador está cerrada por presunto fraude.

After playing several poker tournaments, I won a few and reached some (prizes), though they were small prizes under €50. However, I won a tournament package, which means tickets to play in the tournaments that the site offers once a week. I've won these before and played, and just this past weekend, I won one worth €36.

With various tournaments, one per day throughout the week, I kept playing day after day. Yesterday morning, around 12 PM, I received an email saying that my account had been blocked due to poker fraud. I didn't quite understand, so I tried to inquire about it, but they only told me via email that my account was blocked for fraud.

In short, I need help, obviously from someone with authority over online casinos, because what happened to me is strange and has no explanation at all. I've been playing at this casino for over two years, always making deposits and withdrawals without any problem.

I still have tickets left to play and even have a live tournament this February, which I won. I paid the entry, did rebuy, add-ons, right until the end of the tournament. I have photos to prove that I did nothing illegal, absolutely nothing. This live tournament is something I would really like to play, but with my account blocked, I'm in a tough spot.

Thank you for your attention.

Então após vários torneios de Poker jogado, eu ganhei alguns, cheguei aos ( prémios) , prémios pequenos abaixo de 50€, mais ganhei pacote de torneios ou seja bilhetes para jogar nos torneios que o site oferece 1 vez por semana, que eu até ja tinha ganho antes joguei, até este fim De semana ganhei 1 de 36€

Com varios torneios 1 por dia durante semana andei a jogar dia a pós dia ontem de manhã pelas 12h arecebi 1 e-mail a dizer-me que fui bloqueado minha conta está bloqueada por fraude de Poker. Eu não entendi muito bem tentei exclarecer perguntar e eles só me dizem por e-mail minha conta foi bloqueada por fraude.

Enfim. Preciso de ajuda óbvio de alguém com poder sobre casinos online porque isto que me aconteceu foi estranho e sem explicação ninhuma. E mais jogo neste casa muito tempo a mais de 2 anos sempre fiz depósitos e levantamentos sem prublema.

Ainda continuo com bilhetes por jogar ainda tenho 1 ao vivo para ser jogado já neste mês de Fevereiro, que foi ganho por min paguei a entrada fiz rebuy, add, até o fim do torneio que tenho fotos para o comprovar que não fiz nada ILEGAL nada mesmo. Tal torneio ao vivo que eu gostava muito de o jogar mas assim conta bloqueada estou lixado.

Obrigado pela atenção

Dear Flexx,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your account being blocked for alleged poker fraud.

To help us better understand the situation and assist you more effectively, could you please provide additional information regarding the following points?

• Did the casino specify what kind of "poker fraud" they are accusing you of? If they provided any additional details, please share them.
• Have you communicated further with the casino to ask for specific evidence or clarification regarding their decision? If yes, what was their response?
• Could you forward to us the email(s) you received from the casino regarding the account suspension?
• Could you clarify if you used any particular software, tools, or strategies during the tournaments that might be considered unusual or in violation of their terms?

If you have any relevant correspondence or additional evidence, such as screenshots, photos, or emails, please forward them to petronela.k@casino.guru so we can review them as part of the case.

Your cooperation is essential for us to proceed with this case and address the issue effectively. Without your input and the necessary details, we won’t be able to move forward with the mediation process.

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

Hello 😩

Only this

My start at Bettilt.poker in 2022

Meu inicio na Bettilt.poker em 2022

Hi Flexx,

• To help clarify the situation, could you please let me know how you connect to the casino? Are you using a private network, a public hotspot, or perhaps a shared connection?
• Additionally, do you know anyone else who also plays at this casino, as this could help provide some context in understanding what may have happened.

Thank you in advance for your reply and cooperation.

Hello, I used the link on your site,

CASINO.GURU, to access Bettilt, and I also had the application that was giving me I even have it on my cell phone the network is public yes, I came I found this house through twitch.tv from a stream that played there, I researched the casino I saw that I could register and then I have always played there since then.

Good morning.

Olá, o site eu usava o link do vosso site,

CASINO.GURU, para aceder ao Bettilt, e também tinha a aplicação que estava a dar eu até a tenho no telemóvel a rede é pública sim, eu vim eu encontrei esta casa através da twitch.tv de um stream que jogava lá, eu pesquisei o casino vi que podia me registar e então eu desde daí sempre joguei lá.

Bom dia.

Hi Flexx,

Thank you for your response. I appreciate the additional details you've shared. However, it looks like my initial questions were overlooked, and I still need some clarification to move forward.

• Could you please let me know if you are using a private network, a public hotspot, or a shared connection when accessing the casino?
• Additionally, do you know anyone else who also plays at this casino? This could help us understand the situation better.

Thanks again for your cooperation, and I look forward to your reply.

Well, no sir, I don't use a private network, the network I used was my Internet or my cell phone, and the app they have, and I don't know anyone who plays at this place, anyway. If you really can't talk to the casino or expose my situation to them, close the case, I give up, with my support =/

Thanks for everything! 🙏

Boas não senhor nao uso rede privada, a rede que usava era minha Internet ou do telemóvel, e na aplicação também que eles têm, e também não conheço ninguém que jogue nesta casa, enfim. Se vocês realmente não conseguem falar com o casino ou expor a minha situação a eles, fechem o caso, eu desisto, com o meu apoio =/

Obrigado por tudo! 🙏

Hi Flexx,

Thank you for your response. I understand your frustration, but I want to reassure you that we can still contact the casino on your behalf. We just needed to gather all the relevant details to present your case properly.

• Would you like to continue with the process and allow us to reach out to the casino? If so, we’ll do our best to get this resolved for you.

Let me know your decision, and we’ll proceed accordingly.

Thank you for your patience.

Yes, of course I want my account back and to play there again.

I liked that place, I still do,

this happened to me. A person gets (xxx).

There you go. What more do you need from me, sir?

Thank you for your attention and availability

Sim, senhor claro que eu quero a minha conta de volta e jogar lá novamente.

Eu gostei daquela casa, continuo a gostar,

aconteceu me isto. Uma pessoa fica (xxx).

Assim, prontos. O que mais vai precisar da minha parte semhor.

Obrigado pela atenção e disponibilidade

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

Thank you very much for your help and attention to my case. I really appreciate it, I hope I can get my account back. 🙏

Ok Sr. Muito obrigado pela ajuda e atenção sobre o meu caso. Agradeço imenso, espero conseguir a minha conta de volta. 🙏

Hello there,

Thank you Flexx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bettilt Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello,

As informed by the Support Bettilt via email, your account is now reopened by our Security Department.

Please be aware that in the future you must take in account the following term:

16. POKER RULES

16.1. Inter-player Collusion and Multi-accounting

Collaboration between two or more players during any game is strictly prohibited. This prohibition encompasses all forms of collusion, explicitly preventing players from communicating or sharing information about the game, disclosing their cards, or adopting strategies, whether before or during a game, with the aim of gaining a mutual advantage or causing harm to other players. Such prohibited activities extend to the use of the Website chat, third-party instant messaging systems, and any software explicitly forbidden (as defined below). Additionally, engaging in "chip-dumping", where a player intentionally loses to benefit another player, is also strictly forbidden.

In the event of suspected fraudulent activities, We retain the right to review conversations among players via the Website chat. The Security Department may examine these conversations as necessary, utilizing them to demonstrate fraudulent behavior or collusion among the implicated players. Any player found to be colluding will face severe penalties, including the permanent closure of all their accounts, forfeiture of any winnings, and confiscation of all funds. Any appeal against such decisions must be submitted within 7 days, and the final decision rests solely with Us.

Registration of a single Account on the Website is permissible. Additional Accounts will be designated as "Duplicate Accounts". Creation of "Duplicate Accounts" constitutes a Prohibited Event

- Multi Accounting.

Inter-player Collusion and/or Multi-accounting leads to the closure of all Accounts, forfeiture of any winnings, confiscation of funds, and requisite actions.

You may check our terms and conditions at: https://www.bettilt643.com/en/info/terms-and-conditions

In case of any doubts, please do not hesitate to contact us on support@bettilt.com 

Thank you for the update Bettilt Casino representative.

Dear Flexx, let us know if this resolves your issue or if you require any further assistance.Thank you in advance!

Hello, yes I have received an e-mail confirming the reactivation of my BETTILT account,

I'm very grateful for the attention and availability shown to me, now I understand why. Showing cards or etc at POKER tables is part of it, but I'm sure it had some impact on other players. Okay, I won't do it again.

Thanks again casino.guru and BETTILT. 🙏🙏🙏🙏🙏

Olá, sim eu arecebi 1 e-mail de confirmação da reactivação da conta BETTILT,

fico muito agradecido pela atenção e disponibilidade demonstrada para comigo, agora sim entendi o motivo. Mostrar cartas ou etc nas mesas de POKER, faz parte mas prontos acredito que teve algum impacto com outros jogadores. Ok não voltarei a fazê-lo.

Mais uma vez obrigado casino.guru e a BETTILT. 🙏🙏🙏🙏🙏

Dear Flexx,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Peter