Betroom 24 Casino - A conta do jogador foi encerrada e os ganhos confiscados.

The casino has closed my account and confiscated all my winnings, giving me the following reason:

"Hello M.D.,

This is to inform you that your Betrom24 account registered under username: M********* has been permanently suspended due to breach of our house Terms on account opening and usage;

You are allowed to have only one account. If you attempt to open more than one account, all your accounts may be blocked or closed. You are not allowed to sell, transfer or acquire an account with us from any other user. We reserve the right to close any accounts that are traced to the same address, IP address or computer or are suspected of having been transferred between users and freeze any winnings on those accounts. If we have deposited any bonuses, winnings or other funds into a duplicate account, we reserve the right to remove such funds.

Opening further accounts will be considered as another violation of our Terms & Conditions and all your additional Betroom24 accounts will be suspended at once."

I have responded to this message, stating that I do not have any other accounts at this casino, and that no one in my family or with access to my home has created one using my computer and home IP address.

What bothers me most is the fact that the account was created at the start of June, and that I only have winnings after my third deposit.

I don't understand the reason for this decision, given that, as I stated previously, I have not committed any irregularities, nor have I acted against the terms and conditions.

I kindly request your assistance in resolving this matter so that I can receive my winnings without any further issues.

Dear player,

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.

Did you use a VPN?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Dominika, thank you very much for your collaboration.

Regarding your questions:

Did you use a VPN?

• No, I've never used a VPN.

Could you please advise if you have passed the KYC verification?

• No, at the time of account closure, I hadn't completed the verification process.

Did you accumulate your winnings with or without an active bonus?

• Yes, the winnings I earned were achieved with the active bonus.

Finally, I've already sent an email to (dominika.l@casino.guru) with the communication I've had so far with the casino regarding the multiple accounts and violation of terms and conditions.

Dear player, did the casino provide any specific evidence to support their claim of multiple accounts?

Can you specify which bonuses you used when accumulating your winnings?

Were you playing casino games, sports betting, or both?

Did you use only payment methods registered in your name?

Have you ever accessed your account using a public Wi-Fi network, a shared computer, or while traveling abroad?

Hello Dominika, thank you again for your support throughout this process.

Regarding your questions, these are my answers:

Did the casino provide any specific evidence to support their claim of multiple accounts?

• No, the casino didn't provide me with any proof; they just sent me the email, which I shared with you.

Which bonuses did you use when accumulating your winnings?

• The bonus I used when accumulating my winnings was the third welcome bonus offered by the casino.

Were you playing casino games, sports betting, or both?

• I only played casino games (slots); I don't like sports.

Did you use only payment methods registered in your name?

• Yes, the deposit method (payments) is registered in my name. This deposit was made through the Skrill e-wallet.

Have you ever accessed your account using a public Wi-Fi network, a shared computer, or while traveling abroad?

• No, I've never used or opened my casino account on a public Wi-Fi network. I play from my desktop computer and from home.
• Likewise, I've never opened my account at this casino on another computer, nor have I ever opened it while traveling.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Betroom 24 Casino representative to join this conversation.

Dear Betroom 24 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi there,

Players account was terminated due to violation of general T&C for Multi Accounting. We will send you relevant proof to your email @mirka once provided.

Betroom24 Team

Dear Betroom 24 Casino,

Feel free to send me the mentioned evidence to miroslava.d@casino.guru.

Thank you.

Hi there,

Relevant proof was sent to your email @Mirka.

Betroom24 Team

Dear player,

You've previously mentioned: "I've never used or opened my casino account on a public Wi-Fi network. I play from my desktop computer and from home".

Could you please clarify,

• which networks you use to access the casino, and
• if there is someone else, who has an account in this casino in your proximity?

Thank you.

Hello again, Mirka. First, I'd like to thank you again for the help provided.

Regarding your request for clarification, I'll answer the following:

What networks do you use to access the casino?

• I use the internet network that I have or use at home. The computer I use to access the casino has never been moved or opened via another network. I was specifically referring to this when I inferred that "I've never used or opened my casino account on a public Wi-Fi network. I play from my desktop computer and from home."

Is there anyone else with an account at this casino near you?

• I don't know anyone, neither in my family nor among my close acquaintances, who has an account at this casino. And if they did, I'm sure they haven't used the networks at my home.

After reading the casino's response, where it states that it sent you relevant evidence of the violation of the terms and conditions. I'd like to know what evidence they are talking about, as I can confirm once again that I haven't made any mistakes or violated any rules stipulated in the casino's terms and conditions.

Dear player,

After reviewing evidence supplied by the casino, we have reasonable grounds to believe, you have breached the general terms and conditions by creating multiple accounts. This behaviour has been denied by you previously, which suggests, you have provided us with false information either knowingly, or unknowingly.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

If you disagree with our decision, feel free to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Thank you for your understanding and I’m sorry we could not be of more help in this instance.

Best regards,

Mirka