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Hello. This letter is an official complaint to the casino https://www.betitall.com/en. On December 23, I wanted a withdrawal from the Betittail casino. This was my first withdrawal request at this casino. On December 24, I received a letter that my account was blocked due to a duplicate account. Also casino attached to the letter are photos of my driver's license and receipts for electricity.

Firstly, verification was not started. The casino did not make document requests. Second, I never attached documents on the casino website as indicated in the letter. And didn't send documents by e-mail. I attach all the evidence in screenshots to this letter.

Documents referenced by casino employees I sent a few days ago to another casino. https://www.tsars.com/ I didn't send those documents to anyone else. I was shocked that the casino https://www.betitall.com/en using my documents I did not give Betittail these documents, so their use is illegal. Casino Tsars and Casino Betittail are owned and operated by different companies, as indicated in their licenses.

Betittail uses the data and documents I sent to another casino improperly. Casino Tsars disclosed my personal data, this violated the confidentiality agreement. Therefore, I am also sending a complaint to Tsars Casino. Casino Betittail uses personal data that I did not provide at the casino. The casino cannot refer to documents that are obtained illegally. Moreover, the casino does not have the right to block the account on the basis of these documents. On the basis of the above, the charge of duplicating the account is invalid.

I'm asking you to figure out how my documents got into another casino system.

Betittail Casino please perform regular verification

Please allow my funds to be withdrawn from my Betittail account

Otherwise, I will be forced to report a leak of personal data to the press.

Dear Ganz,

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 and their standpoint, 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 neighbours has opened an account from the same IP address or device as yours?

Could you please advise if you’ve redeemed any promotional offers from this casino and forward any relevant communication to petronela.k@casino.guru?

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. My IP is dynamic. Now it belongs to me and only to me. It is not used by my family or even more by neighbors. Before connecting my Internet, my IP could belong to someone else. I don't know who this man is. This is the provider policy, IP change when reconnecting Internet. This is called dynamic IP, this type of IP is used by all citizens of my country. I ask the casino to provide proof that they believe that my IP may have been used by another person.

I used the bonus on the first deposit of 100%, which is listed on this link https://www.betitall.com/en/promotions/welcome-offer.

I also send you all messages from the casino on email.

Thank you very much, Ganz, for providing all the necessary information via email. I will now transfer your complaint to my colleague Andrej 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.

Dear Ganz,

I looked at your complaint and the e-mail communication with the casino you forwarded. I’m very sorry to hear about your bad experience.

Dear BetItAll Casino,

Can you please clarify the situation and explain how did you obtain Ganz’s documents?

Thank you, BetItAll Casino, for providing the explanation and evidence.

Dear Ganz,

We have received sufficient evidence supporting the casino’s claims. Unfortunately, multi-accounting is prohibited in most casinos and is considered a serious breach of Terms and Conditions.

Dear Ganz,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. I’m 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 will try our best to help.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Ganz,

We have further discussed your case with a casino representative. After a thorough review of the provided evidence, unfortunately, it became clear that there are sufficient grounds for an accusation of multi-accounting.

Even in case you did not create the duplicate account, for example, if your personal information was stolen, the casino can’t take responsibility for it. In addition, I’d like to mention that there is no connection of the duplicate account to your Skrill account.

In case you are not satisfied with our decision, I can recommend you to file an official complaint with the casino’s Licensing Authority, although I believe their ruling would not differ from ours. Please let me know if you decide to contact the Licensing Authority and our assistance is needed.

Dear Ganz,

Unfortunately, after gathering all the necessary information, due to the reasons specified in my previous post, we are rejecting this complaint as unjustified. I’m 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 and we will try our best to help.