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

I would like to ask you to mediate in a dispute with Bettilt casino. My user account (danybandeirinha) was suddenly closed and my balance of €3,000.06 was confiscated under the accusation of 'account duplication'.

However, the evidence sent by the casino via chat is contradictory and technically fallible:

1. Incorrect user: The access log sent by the casino refers to a customer with the name 'Primus', which does not correspond to my username or identity.

2. Single device: In the Device fingerprint column, the code (j9pif...) is exactly the same on every line, which proves that I have always accessed through my personal device and not multiple devices.

3. Different accounts: The casino displays several different User merchant ids for the same device. As I have never shared my phone with anyone, this indicates either a technical error in the casino's detection software or a mix-up of data between different players.

4. Full Verification: I am a verified user (KYC) and the casino only raised this issue when I tried to withdraw a large prize.

Support informed me that the decision is 'final and irreversible' and refused to analyze this evidence. I attach the screenshots of the logs sent by the casino, the account closure and the active license certificate.

I ask for your help so that the casino re-evaluates the case and pays out the amount won honestly.

Venho solicitar a vossa mediação num conflito com o casino Bettilt. A minha conta de utilizador (danybandeirinha) foi subitamente encerrada e o meu saldo de 3.000,06€ foi confiscado sob a acusação de 'duplicação de contas'.

No entanto, as provas enviadas pelo casino através do chat são contraditórias e tecnicamente falíveis:

1. Utilizador Incorreto: O log de acessos enviado pelo casino refere-se a um cliente com o nome 'Primus', o que não corresponde ao meu nome de utilizador nem à minha identidade.

2. Dispositivo Único: Na coluna Device fingerprint, o código (j9pif...) é rigorosamente o mesmo em todas as linhas, o que prova que acedi sempre através do meu dispositivo pessoal e não de múltiplos aparelhos.

3. Contas Diferentes: O casino apresenta vários User merchant id diferentes para o mesmo dispositivo. Como nunca partilhei o meu telemóvel com ninguém, isto indica um erro técnico no software de deteção do casino ou uma confusão de dados entre jogadores distintos.

4. Verificação Completa: Sou uma utilizadora verificada (KYC) e o casino só levantou este problema no momento em que tentei levantar um prémio elevado.

O suporte informou-me que a decisão é 'final e irreversível' e recusou-se a analisar estas evidências. Anexo as capturas de ecrã dos logs enviados pelo casino, do encerramento da conta e do certificado de licença ativa. 

Solicito a vossa ajuda para que o casino reavalie o caso e proceda ao pagamento do valor ganho honestamente.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear DanyBandeirinh,

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 that I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has 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?
• Could you please advise when exactly you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play to accumulate the most recent winnings that you've been trying to withdraw?

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,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronica,

Thank you for your reply and your attention to my case.

To answer your questions:

- No. No other person in my household or using the same IP address has created or has an account at this casino. My personal device is not shared with third parties.

- I have not used a VPN, proxy or any IP masking software when accessing the casino website.

- I went through the KYC verification process before the account was blocked and my documents were accepted by the casino. The problem was only raised when I requested to withdraw my balance.

- The winnings were accumulated without any active bonus at the relevant time for withdrawal.

- The most recent winnings were obtained through casino games available on the slots platform, played normally and continuously from my verified account.

I would like to stress that the casino has never identified any specific second account associated with me, but has merely invoked a general "duplication of accounts", despite the fact that the technical logs themselves indicate that a single device is being used.

I am more than happy to provide any further clarification.

Best regards,

[redacted by Casino Guru]

Prezada Verônica,

Obrigada pela sua resposta e pela atenção ao meu caso.

Respondendo às suas perguntas:

• Não. Nenhuma outra pessoa do meu agregado familiar ou que utilize o mesmo endereço IP criou ou possui conta neste casino. O meu dispositivo pessoal não é partilhado com terceiros.

• Não utilizei VPN, proxy ou qualquer software de mascaramento de IP ao aceder ao site do casino.

• Passei pelo processo de verificação KYC antes do bloqueio da conta, tendo os meus documentos sido aceites pelo casino. O problema só foi levantado no momento em que solicitei o levantamento do saldo.

• Os ganhos foram acumulados sem qualquer bónus ativo no momento relevante para o levantamento.

• Os ganhos mais recentes foram obtidos através de jogos de casino disponíveis na plataforma slots, jogados de forma normal e contínua a partir da minha conta verificada.

Reforço que o casino nunca identificou qualquer segunda conta concreta associada a mim, limitando-se a invocar genericamente "duplicação de contas", apesar de os próprios logs técnicos indicarem a utilização de um único dispositivo.

Fico inteiramente disponível para prestar qualquer esclarecimento adicional.

Com os melhores cumprimentos,

[redacted by Casino Guru]

Hello DanyBandeirinh,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

Thank you for the information and the update.

I understand the situation and look forward to hearing from Veronika as soon as possible.

Thank you for your attention.

Best regards,

[redacted by Casino Guru]

Olá,

Obrigada pela informação e pela atualização.

Compreendo a situação e fico a aguardar o contacto da Veronika assim que possível.

Obrigada pela atenção.

Com os melhores cumprimentos,

[redacted by Casino Guru]

Dear DanyBandeirinh

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, Igor (igor.p@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

Dear Veronica,

Thank you very much for the update and for following up on my case.

I look forward to hearing from the designated solver...

Thank you in advance for your attention and support.

I wish you a good year...

Best regards,

[redacted by Casino Guru]

Prezada Verônica,

Muito obrigada pela atualização e pelo acompanhamento do meu caso.

Fico a aguardar o contacto do solucionador designado,…

Agradeço desde já a atenção e o apoio prestados.

Desejo um bom ano,…

Com os melhores cumprimentos,

[redacted by Casino Guru]

Dear DanyBandeirinh,

I am so sorry to hear about your problem with the Bettilt Casino.

Could you please clarify whether the disputed amount is €30,006 or €3,000.06?

In your first message, you mentioned the amount of €3,000, but the disputed amount is set at €30,000.

I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bettilt Casino representative to join this conversation and participate in resolving this complaint.

Dear Bettilt Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Igor,

Thank you for your message and your attention to my case.

I confirm that the correct amount in dispute is €3,000.06 (three thousand euros and six cents), as indicated in the closure of the account by Bettilt Casino, they claiming that I duplicated accounts on the same device.

The figure of €30,006 does not correspond to my balance or the amount confiscated, it is just a misunderstanding.

I look forward to further developments and thank you in advance for your support in trying to resolve this situation.

Best regards,

[redacted by Casino Guru]

Prezado Igor,

Obrigada pela sua mensagem e pela atenção ao meu caso.

Confirmo que o valor correto em disputa é de €3.000,06 (três mil euros e seis cêntimos), conforme indicado no encerramento da conta por parte do Cassino Bettilt, eles afirmando que eu dupliquei contas no mesmo dispositivo.

O valor de €30.006 não corresponde ao meu saldo nem ao montante confiscado, tratando-se apenas de um equívoco.

Fico a aguardar os próximos desenvolvimentos e agradeço desde já o seu apoio na tentativa de resolução desta situação.

Com os melhores cumprimentos,

[redacted by Casino Guru]

Hello!

As notified by Support via email, your account "danxxxxinha" has been closed due to account duplication using the same device, which is a serious violation of our platform's Terms and Conditions.

The decision is final and irreversible, and you will not be able to open any more accounts at the risk of them also being closed - Taking into account the terms and conditions of our platform:

Proof of the violation in question has also been sent to you via email. The situation was detected and confirmed by our Fraud Department.

Please be aware of the following points:

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.

Please note that if you have any questions, you can always contact Support via chat or email at support@bettilt.com.

Dear Bettilt Casino,

Could you please also share the details and evidence regarding this complaint with me?

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Thank you.

Dear Igor,

Bettilt Casino has again responded only in general terms, stating that the breach has been "confirmed by the Fraud Department", but still without providing any concrete or verifiable proof.

To date, the casino has not provided

- the identification of any specific second account allegedly associated with me;

- any technical evidence linking two accounts to the same person;

- any explanation as to why the logs sent show a single device fingerprint;

- any clarification of the existence of multiple "user merchant ids" associated with the same device.

Simply stating that the situation has been "confirmed" without providing objective data does not allow for an independent analysis or validate the accusation of account duplication.

I remain fully available to cooperate and provide any necessary information, but request that the casino provide clear and verifiable technical evidence to support its claim.

Regards

[redacted by Casino Guru]

Prezado Igor,

O Cassino Bettilt voltou a responder apenas com termos genéricos, afirmando que a violação foi "confirmada pelo Departamento de Fraudes", mas continua sem fornecer qualquer prova concreta ou verificável.

Até este momento, o casino não apresentou:

• a identificação de qualquer segunda conta específica alegadamente associada a mim;

• qualquer evidência técnica que ligue duas contas à mesma pessoa;

• qualquer explicação para o facto de os logs enviados mostrarem um único device fingerprint;

• qualquer esclarecimento sobre a existência de múltiplos "user merchant id" associados ao mesmo dispositivo.

Limitar-se a afirmar que a situação foi "confirmada" sem apresentar dados objetivos não permite uma análise independente nem valida a acusação de duplicação de contas.

Permaneço totalmente disponível para cooperar e fornecer qualquer informação necessária, mas solicito que o casino apresente provas técnicas claras e verificáveis para sustentar a sua alegação.

Cumprimentos

[redacted by Casino Guru]

Hello.

The evidence has been sent to igor.p@casino.guru.

Dear all,

I would like to inform you that I have received an email from the casino.

However, I have requested further clarification and more details regarding this case.

Dear all,

I have received the additional information that I previously requested.

I will review it and inform you once there is an update.

Dear Bettilt Casino,

Could you please provide and send me more evidence regarding this case?

The one screenshot you have provided is not sufficient.

Thank you.

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.

Hello good morning!

I don't know why the casino doesn't respond, if it really has proof of how it "broke" the rules, from what I've read elsewhere from several people complaining just the same.

Bettilt, when it doesn't want to pay out winnings, always replies the same way...

But I'm not going to leave it at that, they're not correct, I didn't know they weren't legal in Portugal, they're misleading in that respect.

They put the name: Bettilt Portugal and then they have the coronation seal to deceive.

Ola bom dia!!

Eu não sei porque que o casino não reponde, se ele realmente tem provas como "infringi" as regras, pelo que eu li em outros lados de várias pessoas a queixar só mesmo.

A bettilt quando não quer pagar os prémios, responde sempre a mesma coisa,…

Mas eu não vou deixar as coisas assim, eles não são corretos, por acaso não sabia que eles não estavam legais em Portugal, são enganosos na nessa parte.

Colocam o nome: Bettilt Portugal e depois têm o selo da coroação para enganar.

Hello.

The evidence has been sent to igor.p@casino.guru.

Dear DanyBandeirinh,

Please note that I would like to gather all necessary information regarding this complaint from the casino.

Once this is done, I will share all the information with you and give you the opportunity to comment on the evidence.

Dear Bettilt Casino,

Thank you for the provided evidence.

Additionally, I would like to ask you the following questions:

• Were any of these accounts verified?
• Were there any similarities in terms of registration dates and payment methods used?
• Was there any suspicious activity associated with these accounts, such as bonus abuse?

Hello Igor,

Details have been sent to your email.

Thank you!

Dear DanyBandeirinh,

According to the emails from the casino, it appears that multiple accounts were accessed from the same device, including yours.

May I ask if there is a possibility that the device you used to access the casino was used by other individuals as well?

Dear Igor,

Thank you for your question.

No, the device used to access the casino is for personal use only and has never been used by other people to create or access accounts on the Bettilt platform.

I do not share my mobile phone/computer with third parties, nor have I authorized anyone else to use my device for this purpose.

I remain available to clarify any other point you may consider necessary.

Best regards,

[redacted by Casino Guru]

Prezado Igor,

Obrigada pela pergunta.

Não, o dispositivo utilizado para acessar o cassino é de uso exclusivamente pessoal e nunca foi utilizado por outras pessoas para criar ou acessar contas na plataforma Bettilt.

Não partilho o meu telemóvel/computador com terceiros, nem autorizei qualquer outra pessoa a utilizar o meu dispositivo para esse fim.

Permaneço disponível para esclarecer qualquer outro ponto que considere necessário.

Com os melhores cumprimentos,

[redacted by Casino Guru]

Every time I logged on to the casino I had to enter a code, I did it for security, I don't think I have any reason to lie,...

Sempre que iniciava sessão no cassino eu tinha que colocar um código, coloquei isso por segurança, acho que não tenho razão para mentir,…

Dear DanyBandeirinh,

I would like to ask whether you accessed the casino using a single device (mobile phone or computer) or if you used multiple devices.

Thank you for your assistance.

Dear Igor,

I have used my personal Bettilt account over time only for myself, I have had the account for at least 2 years.

At some point, for normal reasons (device change/repair), I may have accessed the account from more than one personal device, but always exclusively by me and never by third parties, the devices have always been mine,...

I have never created, used or had access to duplicate accounts, nor have I authorized anyone else to use my devices or my account.

Best regards,

[redacted by Casino Guru]

Prezado Igor,

Utilizei a minha conta pessoal na Bettilt ao longo do tempo apenas por mim, já tinha a conta pelo menos há 2anos.

Em determinado momento, por motivos normais (troca/reparação de dispositivo), posso ter acessado a conta a partir de mais de um dispositivo pessoal, mas sempre exclusivamente por mim e nunca por terceiros, os dispositivos sempre foram meus,…

Nunca criei, utilizei ou tive acesso a contas duplicadas, nem autorizei qualquer outra pessoa a usar os meus dispositivos ou a minha conta.

Com os melhores cumprimentos,

[redacted by Casino Guru]

Dear Bettilt Casino,

I have sent a request for additional evidence via email.

We would appreciate it if you could inform us once you have had the opportunity to respond.

Thank you very much.

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 Bettilt Casino,

Thank you for the provided evidence.

I have sent you one more request via email.

Please let us know once you have had the opportunity to respond.

Thank you very much.

Hello Igor,

Reply have been sent to your email.

Thank you!

Dear all,

I would like to kindly inform you that the discussion with the casino is taking place outside of this thread.

Currently, I am awaiting a response from the casino.

Dear Bettilt Casino,

I have sent you email, requesting further evidence.

Please let us know once you have had the opportunity to respond.

Dear DanyBandeirinh,

The casino has presented substantial evidence indicating that the devices you used have also been employed by other players.

This evidence includes user IDs and, most importantly, device fingerprints.

We would like to remind you that players are required to use their own devices, and sharing devices with other players is not permitted.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor