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This casino confiscated my winnings and froze my account, claiming I used multiple accounts.

Upon investigation, I discovered I had registered with a different email address quite some time ago, when the site's layout was completely different.

It was difficult to recognize it as the same site, and I did not use the first deposit bonus.

The casino is also at fault, so I request your mediation.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets.io Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify the date of the incident?
• Could you please specify when you registered your original account in the casino? When did you register and start using your second account?
• When was the last time you were active on your original account, to your knowledge?
• Have you accepted bonuses, such as a welcome deposit bonus, on either of your accounts?
• Send any related evidence to my email tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

It appears I registered with this casino two and a half years ago.

Then, just recently, I registered with this casino again using a different email address.

Although the IP address and name were the same, the casino didn't flag it as a duplicate, so I didn't realize I was already registered.

I took advantage of the weekend bonus offers for all players.

The forfeited amount also stems from bonus offers unrelated to the initial deposit bonus.

Dear andandjonnyx

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello andandjonnyx

It's Michal once more. I've taken charge of this case. From a technical perspective, it appears that the casino acted in accordance with its terms and conditions, which stipulate that each player is permitted to maintain only one account. Such an industry-standard rule is found in essentially every online casino. While we advocate for the automatic implementation of processes that detect player data when registering their account to prevent from creation of multiple/duplicate accounts. There is not yet an industry-standardised norm on how this should have been done in every casino; thus, it is the player's sole responsibility to ensure they use the same details (name, email, phone number, etc.) in all casinos. Any discrepancies are usually discovered only during or after a KYC and/or AML process is engaged.

However, if your previous account was not closed by the casino due to any previous rule violations, self-exclusion, or responsible gambling measures, then just the mere existence of more than one account, if it did not provide you any unfair advantage and you used only the recent account for the last couple of months, we believe should not be the reason for confiscation of the winnings.

I’ll reach out to the casino team to better understand the circumstances and see if there’s any room for clarification or resolution.

We would also like to invite Bets.io Casino to participate in this discussion and share their perspective.

Dear Bets.io Casino,

I would like to respectfully ask for clarification on the creation dates of both accounts, as well as the last date the old account was actively used. Why was the player's latest account not flagged as a "duplicate/multiple" account right away if, as the player mentioned, they inserted most of the same details? Additionally, I would appreciate your insight on whether the old account remained active or if it was closed due to any prior rule violations, self-exclusion, or responsible gambling measures. I would also be grateful for your clarification regarding the usage of the bonuses in both accounts.

If there are any pertinent details regarding this matter that cannot be disclosed publicly, please do not hesitate to send them directly to me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

I have reached out to the casino multiple times, but aside from a single generic reply stating that you were flagged as a bonus abuser, we have not received any further communication from them. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Bets.io Casino. We would like to allow this case one more chance to be reviewed and help both parties involved to reach a satisfactory conclusion if possible.

Dear Bets.io Casino Team,

Thank you for providing us with all the information and evidence regarding this matter. I appreciate your cooperation and the fact that you have provided the requested evidence. While the nine-month delay is certainly quite significant, I appreciate that the information has now been provided, as it is better to have it at this stage than not at all.

Dear andandjonnyx,

After carefully reviewing the information and evidence submitted by the casino, it was confirmed that multiple accounts were created and used from the same device, IP address, with the same personal information that benefited from the casino bonuses. Both accounts have been actively used within a relatively close time frame, and not as you suggested, "I discovered I had registered with a different email address quite some time ago, when the site's layout was completely different."

As per the casino's as well as the industry standard rules, every player is permitted to open and operate only on a single account in each casino. Unless the casino team explicitly permits multiple accounts, they cannot be opened under any circumstances, and if the violation of this rule is confirmed, the casinos are fully entitled to confiscate any winnings and/or any funds from the involved accounts or took action as specified in their T&Cs.

As an independent entity, I have reviewed all the gathered information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you were informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate authority in your jurisdiction if you still feel justified in your position. Feel free to let me know of the authorities' decision, should you opt for this route at michal.k@casino.guru.

Best regards,

Michal

Casino Guru