Bettilt Casino - Os ganhos do jogador foram confiscados.

Hello

So I want to report what bettilt have done to me, I've done some bets and some bonus that they promote as welcome bonus and out of nowhere i received an email reporting that all my winnings have been confiscated due to another bettilt account using my ip to access bettilt wich is totally false and impossible as I know for good that you can't access 2 accounts with the same IP so I only used my data mobile to login to Neteller I don't even use the wifi connection on my office/home so they are only creating a story to take my money out, they just answer with the terms and conditions and they can't prove that as it's impossible, they say that "Rocha90" was loging in with my ip I don't have any idea who's that person and it's impossible as I'm not sharing my data mobile connection with anyone.

I kindly ask you to help me out with this as it's not legal neither fair.

I ve send all the conversations attached.

Thanks

Dear Toancha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino confiscated your winnings?

Do I understand correctly that you accumulated your winnings with a welcome bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Yes I did all the KYC process, they even called me to ask questions wich I did with success, yes i got those winnings also with welcome bonus, but when they confiscated my money the rollover was already done so everything was real money (there was no more bonus balance). Thanks

Thank you very much, Toancha, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Toancha,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know Bettilt Casino was not much cooperative with us in solving complaints in the past, so there is NO guarantee that they will respond at all. I will still try to contact them to see if I can help.

We would like to invite Bettilt Casino to join the conversation.

Dear Bettilt Casino,

Can you please provide an explanation of why the player's winnings were voided? If you suspect the player has opened multiple accounts, can you please provide any evidence of that to me at michal.k@casino.guru?

The bettilt bookmaker returned my money, they said they did a new analysis and returned the money.

Thank you for your help.

A casa de apostas bettilt devolveu me o dinheiro, disseram que fizeram nova análise e devolveram o dinheiro.

Obrigado pela ajuda.

Great news, Toancha. I'm glad to hear that you successfully received your money back.

Can we consider your issue to be solved, or do you require any further assistance with something else?

Solved, thank you

Resolvido obrigado

Thank you for the confirmation, Toancha.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation Toancha, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal K

Casino.Guru