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I won € 2100 in slot Midas yesterday. However, when I wanted to log in again later to cash out the winnings, I received a message that my account had been blocked. I immediately reported to support to clarify what had happened. The customer support told me that they have blocked my account because I seem to have multiple accounts, which I don't have. It is very suspect that this will happen exactly where I won a large amount. Furthermore, I have had this account for a few weeks. Why didn't they block me earlier if I had multiple accounts where I haven't won large amounts yet?

Ich habe gestern 2100 € in der Slot Midas gewonnen. Als ich mich jedoch später wieder einloggen wollte, um den Gewinn auszahlen zu lassen, bekam ich eine Nachricht, dass mein Account gesperrt wurde. Ich meldete mich sofort beim Support um zu klären was vorgefallen ist. Der Kundensupport teilte mir mit, dass sie meinen Account gesperrt haben da ich anscheinen mehrere accounts habe, was ich jedoch nicht habe. Es ist sehr suspekt, dass das genau dann passiert, wo ich einen hohen Betrag gewonnen habe. Des Weiteren habe ich diesen Account schon seit ein paar Wochen. Wieso haben sie mich nicht früher gesperrt, wenn ich mehrere Accounts hätte, wo ich noch keine hohen Beträge gewonnen habe? 

Dear Ueberdude,

Thank you very much for submitting your complaint. I’m very 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? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

Dear Ueberdude,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello!

Yes, there is a second account. However, this does not belong to me but to my girlfriend. On the website of 24bettle it is pointed out that you can get a permit to open a second account. I wanted to take advantage of this because my partner and I don't want to play on the same account. However, the support at 24bettle did not want to give me this approval. My profit was made without a bonus. Yes, I used a welcome bonus at this casino to get 24 free spins. I just want this permission to have a 2nd account because it doesn't belong to me. I hope you can make a difference.

Thanks in advance!

Hallo!

Ja, es gibt einen 2. account. Dieser gehört jedoch nicht mir sondern meiner Freundin. Auf der Website von 24bettle wird darauf hingewiesen, dass man eine Genehmigung bekommen kann um einen 2. Account eröffnen zu dürfen. Dies wollte ich in Anspruch nehmen, da mein Partner und ich nicht auf dem gleichen Account spielen wollen. Jedoch wollte mir der Support von 24bettle diese Genehmigung nicht aushändigen. Mein Gewinn wurde ohne Bonus erzielt. Ja, ich habe in diesem Casino einen Willkommensbonus in Anspruch genommen, um 24 Freespins zu kriegen. Ich will einfach nur diese Genehmigung einen 2. Account haben zu dürfen, da dieser nicht mir gehört. Ich hoffe Ihr könnt da irgendwas bewirken.

Vielen Dank im Voraus!

Thank you very much, Ueberdude, for your reply. I understand your frustration, but please bear in mind that permission to open another account from the same IP address must be obtained before the account is actually created. Could you please advise if you have informed Customer support about your intentions to create another account beforehand? If yes, please forward any relevant communication to petronela.k@casino.guru. Looking forward to hearing from you.

no I did not

Nein habe ich nicht

However, my girlfriend has not yet done anything on the second account in question. No bonuses activated or funds deposited. So I don't see a problem that 24bettle gives me this permission retrospectively.

Meine Freundin hat jedoch noch gar nichts auf dem besagten 2. Account gemacht. Keine Boni aktiviert oder Geld eingezahlt. Also sehe ich kein Problem, dass 24bettle mir diese Erlaubnis auch nachträglich erteilt.

Could you please advise which account has been created as the first one?

The first thing I did was create my account. Where the great amount was won too.

Als erstes wurde mein Konto erstellt. Wo auch der große Betrag gewonnen wurde.

Just a short recap, please. You were the first one to open an account in this casino. You have redeemed a Welcome bonus, but your actual winnings have been accumulated without any active promotional offer.

Could you please advise if your account has been verified in the past?

Afterward, your girlfriend registered another account under her name but didn’t deposit any funds nor placed any bets.

Could you please clarify if she has activated any Welcome bonus? Do you and your girlfriend share any of the following: household or email address, telephone number, same payment method, IP, or device?

Looking forward to hearing from you.

Yes, my winnings were made with no active bonus.

My account has not yet been verified.

My friend has created her own account under her name and. She has not deposited anything or wagered a bonus.

I share a PC with my girlfriend.

Ja, meine Gewinne wurden ohne aktiven Bonus gemacht.

Mein Konto wurde noch nicht verifiziert.

Meine Freundin hat sich ein eigenes Konto unter ihrem Namen und erstellt. Sie hat nichts eingezahlt oder einen Bonus eingesetzt.

Ich teile mir mit meiner Freundin einen PC.

Thank you very much, Ueberdude, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Many Thanks!

Vielen Dank!

Hello Ueberdude,

I looked at your complaint and will do my best to help you. I would like to invite 24Bettle Casino into this conversation. Casino, can you please specify why did you block the player’s account? Is there any possibility to close only the second account since there was no activity?

Hello, I have now contacted the casino again myself. They write that they will not answer any complaints outside of their live chat and emails. Pretty slowly I think that the site is just a fraud.

Hallo, ich habe jetzt das Casino nochmal selbst kontaktiert. Sie schreiben, dass sie keine Beschwerden außerhalb ihres Live-Chats und E-Mails beantworten werden. Schön langsam glaube ich das die Seite einfach nur Betrüger sind.

Is there any way to get my money?

Gibt es denn irgendeine Möglichkeit an mein Geld zu kommen?

Dear Customer,

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https://www.24bettle.com/en/terms ; Multiple accounts, article 47)

Considering the information we have so far and with your confirmation that you and your girlfriend have open accounts and that you share the same PC just confirms that a ‘Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses. (https://www.24bettle.com/en/terms ; Multiple accounts, article 49)

Allo of the proof from our system has been shared with Casino Guru compliance team.

Sincerely,

24Bettle Complaints team

Is it not possible to just close my friend's account because nothing has happened there yet, i.e. no bonus has been activated and no deposits have been made.

Ist es nicht möglich nur den Account meiner Freundin zu schließen, da dort noch nichts passiert ist, sprich kein Bonus aktiviert wurde und keine Einzahlungen getätigt wurde.

If you just close my friend's account, then it would be compliant with your regulations again. Isn't that an option?

Wenn man nur den Account von meiner Freundin schließt, dann wäre es ja wieder mit Ihren Regelungen konform. Ist das denn keine Option?

Dear Ueberdude,

Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.