Bettilt Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

This complaint is regarding the online casino Bettilt (bettilt703.com).

I have been a verified customer of Bettilt for several years, with a fully verified account and multiple successful deposits and withdrawals over time.

In January 2026, my account was suddenly closed while I had a balance of approximately €46,000. From this amount, €41,000 was confiscated by the casino, allegedly due to "multiple accounts / device duplication".

What makes this situation particularly concerning is that just two days before the account closure, I received confirmation that my account review had been completed successfully and that I could continue using the account normally.

However, the later accusation is unclear and unsupported:

- I was never previously warned about any such issue.

- My account had passed verification checks and withdrawals without any problems over several years.

- No concrete evidence has been provided to justify this decision.

The only response I received was a generic email referencing their terms, without any specific explanation of what exactly was violated, when, or how.

I contacted both email support and live chat multiple times, but no one was able to clarify:

- What exact rule was breached

- What evidence was used

- How this conclusion was reached after years of normal activity

This sequence of events raises serious concerns about fairness and transparency. Confiscating such a significant amount without clear evidence or explanation is not acceptable.

I am requesting:

1. A detailed explanation of the alleged violation

2. The evidence used to support this decision

3. A fair review of my case and the return of my confiscated funds (€41,000)

I am fully willing to cooperate and provide any necessary information to resolve this matter.

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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.

• 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?
• What types of games did you play to accumulate the winnings that the casino confiscated from you?
• Did you accumulate these winnings with or without a bonus?
• When exactly was your account verified?

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

Hi Veronika,

Thank you for your response. I’m happy to clarify the details of my case.

To my knowledge, no one in my household has created or used another account on this casino. I have always used only my personal account.

I have never used any VPN or IP masking software while accessing the casino.

The winnings were accumulated over time through regular betting activity (sports betting and/or casino games), not from any unusual or suspicious pattern. These winnings were not the result of bonus abuse.

My account had been active for years with normal deposits, gameplay, and multiple successful withdrawals previously approved. It was fully verified prior to its closure.

What I find most concerning is that everything was functioning normally for years, including verification and withdrawals, and only after accumulating a significant balance—approximately €46,000—my account was suddenly closed and €41,000 confiscated without a clear explanation or supporting evidence.

Please let me know if you require any further information. I have attached the relevant screenshots as evidence.

Kind regards,

Leonardofc8

Hi Veronika,

The casino has also contacted me directly by email. I am attaching their full response and the evidence they provided for transparency.

As you can see, their conclusion is based solely on a "device fingerprint" match with another account ("Primus"), which I have no knowledge of and have never used or controlled.

I would appreciate your help in reviewing whether this type of evidence is sufficient to justify such a serious action, especially considering my account was verified and active for years.

Thank you.

Leonardo

Thank you for keeping me updated and for providing additional evidence. Please note that device fingerprints strongly indicate that the same physical device is used. With that in mind, could you please try to recall whether you may have shared the device you used to access this casino with another person around December, or if anyone else may have had access to it?

Hello Veronika, 

Thank you for your response and for reviewing the case in detail. 

To the best of my knowledge, I have never created, used, or had access to any other account on this casino, including the account referred to as "Primus." I do not know who owns or operates that account. 

I have never intentionally shared my personal device with anyone for the purpose of accessing this casino. However, there is a possibility that I may have occasionally accessed my account from a work device or a shared environment, which could potentially explain a technical match without implying any connection or control over another account. 

I would like to emphasize that I have always used my account legitimately, without any intention of violating the casino’s terms or gaining any unfair advantage. 

Given the seriousness of the action taken, I kindly ask whether the evidence provided by the casino is sufficient to conclusively establish that I control or am connected to the other account, rather than merely indicating a possible technical overlap. 

Thank you again for your assistance and for looking into this matter.

Hello Veronika, 

I would like to provide an additional update regarding my case. 

I recently received a response from a complaints service related to the casino’s license. However, after reviewing it, it seems that the response is not independent, as it simply repeats the casino’s claims and lists general terms and conditions without providing any concrete evidence or a clear explanation of how I am allegedly linked to another account. 

Additionally, the communication itself states that this entity no longer has authority or association with the operator, which raises concerns about the reliability and impartiality of their response. 

I am attaching screenshots of their reply for your reference. 

In my view, this further supports the concern that the decision made against me is based on assumptions rather than verifiable proof of any connection between accounts. 

Thank you again for your assistance in reviewing this matter.

Thank you for your responses.

Are you aware if any of your colleagues also have an account at this casino and may have used the same shared device at work as you?

Regarding the licensing authority, please note that Bettilt Casino operates under a license issued by the Curaçao Gaming Authority (CGA), not Antillephone. You can read more information about the CGA license in our article here.

Yes, I am aware that some colleagues and friends may also have accounts with this casino. However, I would like to clarify that I have never shared my account or my devices with anyone, and no one else has used my devices to access their accounts.

I have only used my account myself. In some cases, due to technical issues with the Bettilt platform, I accessed my account using my work mobile phone. This device is used only by me and is not shared with colleagues for any purpose, including gambling.

So I believe there is no valid connection between my account and any other account.

Dear Leonardofc8

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, Martin (martin.l@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,

Veronika

Hello Leonardofc8,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Bettilt Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with evidence linking the player's account to those of other players? If so, please send the evidence to martin.l@casino.guru. If requested, it will remain confidential between us.

Thank you in advance for providing us with your view of the issue.

Thank you Veronika for your assistance so far, and thank you Martin for taking over my case.

I truly appreciate your time and support. I will remain available if any further information or clarification is needed from my side.

Kind regards,

Leonardo

Hello,

We would like to inform you that the customer has formally submitted a complaint regarding their account to our licensing authority, and we have responded directly to the licensing body.

Our Fraud Team has conducted a thorough investigation and provided evidence indicating that the user has violated the platform's terms and conditions. Specifically, the violation pertains to the creation of multiple accounts using the same device and IP address. Consequently, all winnings accrued during the period of this infraction, which falls under Term and Condition 3 (Multi Accounts), have been confiscated. Please note that according to the Term and conditions of the platform:

3. MULTI ACCOUNTS

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. The use of multiple Accounts is strictly prohibited. Upon the suspicion of the multiple registration 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 any of your Accounts, block/terminate/change bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during any of your Accounts lifecycle will be forfeited from you.

For your reference, we have attached a screenshot demonstrating the duplication detected by our Anti-Fraud System's device fingerprint technology.

Thank you for your understanding.

Dear casino representative,

thank you for your response. Do I understand correctly, that the issue has now been escalated to CGA? Nevertheless, would it still be possible to provide us with the aforementioned evidence? I believe it would speed up the process significantly, and I can assure that it would not be shared with anyone outside Casino Guru. In case you decide to provide the evidence, please send it to martin.l@casino.guru.

Dear Leonardofc8,

thank you for your continued cooperation. Please provide me with the exact email you have received from the authority, in its original format. You can forward it to martin.l@casino.guru.

Hello Martin,

Thank you for your help.

I have now forwarded both original emails to your email address in their complete format, including the response from the authority and the additional correspondence related to the licensing situation.

Please let me know if you need any further information from my side.

Kind regards,

Leonardo

Dear Leonardofc8,

it appears you have contacted a different regulator. Please note that according to information at my disposal, the casino should be licensed by Curacao Gaming Authority.

We will now await the response from the casino representative.

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 Martin and Bettilt Team,

I understand and respect the existence of anti-fraud systems and internal investigations. However, I genuinely believe that there may be an incorrect association in my case.

I would like to emphasize that I have nothing to hide and I am fully available to cooperate in any way necessary to help clarify this situation. If useful for the mediation process, I authorize my account data to be reviewed and compared confidentially by Martin in order to verify whether there is truly any connection between my account and any alleged related account.

I am also available to provide any additional information that may help move this case forward and clarify the specific points of the situation beyond general references to the Terms and Conditions.

I have always used the platform in good faith and I sincerely regret that the situation has reached this point, especially because I have always had a positive experience as a customer.

Thank you again for your attention and assistance.

Hello Martin, I hope you are well.

I noticed that the casino’s response deadline has already expired, and I would just like to ask if there are any updates regarding the case.

Thank you for your attention.

Dear Leonardofc8,

after further evaluations, we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Hello Martin,

Thank you for the update and for continuing to look into the matter.

I appreciate your efforts to explore other ways of contacting the casino. If I receive any communication or updates directly from the casino, I will make sure to inform you.

Thank you for your attention.

Hello Martin,

I would just like to kindly ask if there have been any updates regarding the attempts to contact the casino.

Thank you again for your time.

Dear Leonardofc8,

Thank you for your patience throughout this complaint process.

After carefully reviewing all available information, I regret to inform you that we are unable to continue investigating this case and must close the complaint as unresolved due to insufficient evidence.

While we made efforts to obtain additional information and clarification regarding the disputed activity, the available evidence was not sufficient to conclusively determine what occurred or to challenge the casino's position. As a result, we do not have enough grounds to pursue the matter further.

I understand this is likely not the outcome you were hoping for. Unfortunately, without stronger supporting evidence, we are unable to reach a fair and justified conclusion in your favor.

Although I could not be of more assistance, your complaint will remain publicly visible and may help other players better understand your experience. The casino also has the option to reopen the complaint at any time should new relevant evidence become available.

I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable.

Thank you for your cooperation throughout the investigation.

Best regards

Martin