Binobet Casino - La cuenta del jugador ha sido cerrada.

Hello,

I was successfully identified at the casino using Video Ident.

I have played a lot at the casino and so far everything has gone smoothly.

After the last withdrawal request, I was no longer able to log in, and when I asked why, I was only sent a bunch of paragraphs and was apparently accused of some kind of fraud.

Even when I ask explicitly, I don't get a clear answer.

Please help me

Hallo,

ich bin bei dem Casino erfolgreich durch Video Ident identifiziert.

Ich habe viel in dem Casino gespielt und bisher leif alles reibungslos.

Nach der letzten Auszahlungsanfrage konnte ich mich nciht mehr anmelden und auf meine Frage hin, weshalb habe ich nur eine Menge Paragraphen geschickt bekommen und man wirft mir wohl in irgendeiner Form Betrug vor.

Auch auf explizites nachfragen, bekomme ich keine klare Antwort.

Bitte helfen Sie mir

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I played mostly casino games.

Sometimes with a bonus, mostly without.

I have forwarded the chat history to you.

Ich habe zum Großteil Casinospiele gespielt.

Ab und zu mit Bonus, meist ohne.

Den Chatverlauf habe ich an Dich weitergeleitet.

Thank you for your response. Unfortunately, I have received only one email from you, and it does not contain any explanation of why your account was closed. Could you please try forwarding the entire communication with the casino again? (veronika.f@casino.guru)

Make sure to include the specific email where the casino explained the reason for closing your account. If you are unsure how to forward the email, you can alternatively post a screenshot of the explanation directly here in this thread.

Thank you very much for your cooperation.

I wrote to you that I haven't received any explanation from the casino...

The email I forwarded to you is everything...

Ich habe Ihnen doch geschrieben, dass ich keine Erklärung vom Casino erhalten habe...

Die Mail, die ich Ihnen weitergeleitet habe, ist alles...

Please forward all previous emails you received from the casino regarding the closure of your account.

In the email you shared with me, the casino representative mentioned that the reason for closing your account was explained "at the message above." This indicates that you should have received an earlier message from the casino with further details. I kindly ask you to forward that message so I can review it and better understand your case.

Thank you very much for your cooperation and understanding.

I have now forwarded this to you again.

And no, I did NOT receive any further information from the casino.

Ich habe Ihnen das jetzt nochmal weitergeleitet.

Und nein, ich habe NICHT mehr Informationen vom Casino erhalten.

Thank you for your email.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Which casino games did you play?

Hello,

I have played all kinds of casino games.

Mostly slots, but also Plinko.

My boyfriend occasionally turns on a VPN because he wants to watch American TV. I don't know how it works or if it's/was turned on. I didn't know it could cause problems with a casino...

I don't think anyone else from my household has registered. Unfortunately, I'm not very familiar with the rest.

Hallo,

ich habe alle möglichen Casino-Spiele gespielt.

Größtenteils Slots, aber auch mal Plinko.

Mein Freund schaltet ab und zu VPN ein, weil er amerikanisches Fernsehen sehen möchte, ich weiß nicht, wie das funktioniert oder ob das eingeschaltet ist/war. Ich wusste nicht, dass das Probleme mit einem Casino geben kann...

Aus meinem Haushalt glaube ich nciht, dass sich jemand anders angemeldet hat. Mit dem Rest kenne ich mich leider nicht so gut aus.

Thank you very much, Tabru, 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 to see your problem being resolved to your satisfaction in the near future.

Hello there,

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

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

Thank you!

Dear Casino Guru Team

Thank you very much for your attention to this matter and for giving us a word to explain the situation.

After checking the player's account activity, we found that the player violated our rules, namely:

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses that have been gained or accrued during the duplicate account lifecycle will be forfeited from you.

9.1. Criminal Activity

In the case when any irregularity (including a suspicion of attempted money laundering or fraud) has been noticed, BinoBet reserves the right to close Accounts and/or report criminal or other suspicious activities provided through one or multiple Accounts to the relevant existing regulatory or law enforcement authorities. All offenders' Account balances will be blocked, withdrawals will be void, deposits and winnings will be forfeited.

9.2. Collusion and cheating

BinoBet is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. BinoBet provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, BinoBet provides proactively and randomly examining gameplays and Accounts.

After which a decision was made to block the player's account.

We hope for your understanding and are ready to continue to help in case of additional questions. We value your time and strive to provide the most transparent and fair process for all our players.

Sincerely,

Binobet Casino Team

Thank you for the update Binobet Casino representative. Would it be possible to provide me with evidence of fraudulent actions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter

As per your request, we have sent you proof that the user violated our rules. Please review and let us know if you need any additional information.

Best regards

Binobet Casino Team

Thank you for providing me with the information Binobet Casino representative.

Dear Tabru,

After carefully reviewing the evidence provided by the casino, we find that they have presented sufficient and compelling documentation to support their claim regarding your association with multiple accounts. It is important to emphasize that engaging in such activities is strongly discouraged, as it can lead to similar disputes or account-related complications in the future.

Casinos employ advanced detection methods and monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must uphold the casino’s decision and formally reject your complaint.

We appreciate your understanding in this matter.

Kind regards,

Peter