BetAmo Casino - Il giocatore è stato accusato di aver aperto più account.

Hello Casino Guru!

I received 20 free spins from Betamo and earned 7000 euros. After I had to discuss 1000 times with support why they didn't pay me my winnings, they deactivated my account and withdrew my money.

The reason for this would be a second account that I supposedly created there.

however, they did not send me any explanation or evidence and simply decided to suspend this account. I would now like to take legal action or seek help from you.

I ask for help!

With best regards

Matthias ***

Hallo Casino Guru!

ich habe von der Seite Betamo 20 Freispiele geschenkt bekommen und habe damit 7000 euro erspielt. Nach dem ich 1000 mal mit dem Support diskutieren musste wieso sie mir meinen Gewinn nicht auszahlen, haben sie mein Konto deaktiviert und mir mein geld abgezogen.

Grund dafür wäre ein 2tes Konto das ich angeblich dort erstellt hätte.

sie haben mir aber keine Erklärung oder Beweise geschickt und einfach entschieden dieses Konto zu sperren. Ich möchte da jetzt rechtlich vorgehen oder Hilfe bei euch aufsuchen.

ich bitte um Hilfe!

mit freundlichen Grüßen

Matthias ***

Dear Mati22,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Additionally, I have checked general bonus terms, and this is what I found https://www.betamo.com/promotions:

"NO-DEPOSIT FREE SPINS

The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a nodeposit bonus is 50 EUR, 50 USD, 500 NOK, 75 CAD, 200 PLN, 75 NZD."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

I am very happy that you got in touch.

Yes that is the case. My brother also has an account and lived here with me.

but don't know why that should be a problem ...

in the end, i got 7000 euros. so I paid up. with the free spins I only earned 2.50. To Betamo.

When asked to give me evidence, tell me that I should take your emails as evidence and that the decision is final.

hallo,

mich freut es sehr dass sie sich gemeldet haben.

Ja das ist nämlich der Fall. Mein Bruder hat auch ein Konto und hat hier bei mir ja gewohnt.

aber wüsste nicht wieso das ein problem sein sollte...

im endeffekt hatte ich 7000 euro erziehlt. also ich habe eingezahlt. mit den Freispielen habe ich nur 2,50 erwirtschaftet. Zu Betamo.

auf die aufforderung mir beweise zu geben sagen sie, dass ich doch ihre emails als beweis nehmen solle und das die Entscheidung endgültig ist.

please please please help me Casino Guru I just want to know what kind of 2nd account I have. eg which e-mail address belongs to it.

but they always write everything else just not the real facts. and then at some point start talking about data protection. although it's about me and not about anyone else.

so i hope you can help me

have a nice day!

bitte bitte bitte Helft mir Casino Guru ich möchte doch nur erfahren was für ein 2.tes Konto ich habe. z.b. welche e-mailadresse dazu gehört.

aber die schreiben immer alles andere nur die wirklichen Fakten nicht. und fangen dann irgendwann an über datenschutz zu reden. obwohl es ja um mich geht und nicht um irgend jemanden fremdes.

also ich hoffe du kannst mir helfen.

einen schön tag noch!

As you admitted: "My brother also has an account and lived here with me."

If you check general terms and conditions, you will find https://www.betamo.com/promotions:

"All bonuses can only be used by one person/on one device/from one IP/from one browser."

This rule has been breached and that’s why your account has been recognized as duplicated and blocked afterwards. Could you please advise if you have deposited any funds into your account or all your winnings have been accumulated from 20 Free Spins solely? 

Yes i don't understand the problem We are 2 different people with 2 different households. It's not normal anymore. Do you know how much money I have already put into online casinos and never won and then you win once and this profit is collected .... yes, I have deposited in this casino.

Ja ich verstehe das Problem nicht. Wir sind 2 unterschiedliche Personen mit 2 unterschiedlichen Haushalten. Das ist doch alles nicht mehr normal. Wissen sie wie viel Geld ich schon in Online Casinos gesteckt habe und nie gewonnen und dann gewinnt man einmal und dieser Gewinn wird eingezogen.... ja ich habe in diesem Casino eingezahlt.

Above all, my brother played mostly in his apartment and only here when he was visiting. I don't understand how to find a way to collect money from other people. If they checked my brother's ip address, you would immediately see that he doesn't live with me.

Vorallem hat mein Bruder überwiegend in seiner Wohnung gespielt und nur mal wenn er mal zu Besuch war hier bei mir. Ich verstehe net wie man nur einen Weg sucht Geld von anderen Personen einzuziehen. Wenn die die ip Adresse meines Bruders kontrollieren würden, würde man gleich sehen das er nicht bei mir lebt.

I would like to emphasize that if your winnings have been accumulated from Free Spins purely, then the maximum cash out of €50 will be applied when requesting a withdrawal. Could you please confirm or deny that all your winnings came from Free Spins without placing any deposit? Looking forward to hearing from you.

like i said ... i deposited ... and i won! I just got it wrong. can you help me now or not?

wie ich schon sagte...ich habe eingezahlt...und damit habe ich gewonnen! ich habe mich nur falsch ausgedrückt. können sie mir jetzt helfen oder nicht?

I didn't win € 7000 with no deposit free spins, but won with real money after wagering. I just hope that somebody will help me. Because I haven't cheated here, I think the other way around. So please help me again

Ich habe nicht mit No deposit Freispiele 7000 € erzielt, sondern nach der Umsetzung mit Echtgeld gewinne erzielt. Ich hoffe einfach nur darauf das mir mal jemand hilft. Weil ich habe hier nicht betrogen habe wohl eher umgekehrt. Also nochmal bitte helft mir

So, you have deposited funds into your account, received a promotional offer and as a part of that offer 20 Free Spins, is that correct?

I deposited money, received free spins ... (as I said, they achieved 3 euros) I converted them to real money ... then had around 40 euros real money account balance and then I got 7000 euros on the slot razor shark WITH REAL MONEY educates! I ask again now ... can you help me?

ich habe Geld eingezahlt, dazu freispiele erhalten...(wie gesagt 3 euro haben die erzielt) ich habe die umgesetzt zu echtgeld...hatte dann um die 40 euro echtgeld kontostand und dann hab ich auf dem slot razor shark MIT ECHTGELD 7000 euro erziehlt! ich frage jetzt nochmal...können sie mir helfen?

Thank you very much, Mati22, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mati22.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thank you 🙏

I hope that there will be a positive result

best regards

Vielen Dank 🙏

Ich hoffe das es zu einem positiven Ergebnis kommt

liebe Grüße

Hello already. Anything new?

best regards

Hallo schon Irgendwas neues ?

liebe grüße

Hi there?

hallo?

Hello Matti.

Unfortunately, the casino team has been unresponsive.

We would like to ask the BetAmo 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’.

Hello,

The case is about duplicates.

Player has violated the rule:

1a. All bonuses can only be used by one person/on one device/from one IP/from one browser.

You can find it in our bonus terms.

After we detected the duplicated account, we asked the player straight, are there any duplicates used the same browser and, after we requested the duplicate to verify the account, the player agreed that the duplicated account is a third party account, but it's related to the player.

Moreover, the player has won all his balance from no-deposit promotion Tuesday Freespins and a duplicated account also used casino deposit and no-deposit promotions.

Accordingly to all above stated, we can assume that the player has violated the Anti-fraud policy of the casino:

In case the player has a duplicate account with bonuses, or same ID, or used a few accounts from the same browser, or same playing scheme at both accounts, the casino reserves the right to terminate such accounts and withhold the winnings.

https://www.betamo.com/terms-and-conditions

Due to all the facts that are stated above the Security Department has decided to close the account and confiscate the win.

Right now the player's account is suspended, however, he can login and request the cashout all deposits made to the casino.

Thank you.

Dear Betamo Casino,

I am very happy that you responded to this ... so it is true that I took the no deposit bonus, but did not get my winnings through it, I only won this after I implemented it and played with real money.

I don't have a duplicate account, I have a brother who visited me and only played here at home with me.

They also asked him to verify himself after blocking my account and confiscating my winnings. He did that and thus explains that it is not 2 accounts of one person but 2 verified accounts of two verified players.

I think that's sad. This is the first time that I have really won an online casino. I loved the casino itself. With no technical problems over the cell phone or laptop. I ask you once again to overlook this misunderstanding. And hope that we both players and casino will come to a fair solution.

Dear Betamo Casino, I am very happy that you responded to this ... so it is true that I took the no deposit bonus, but didn't get my winnings from it, I only won this after I implemented it and played with real money. I don't have a duplicate account, I have a brother who visited me and only played here at home with me. They also asked him to verify himself after blocking my account and confiscating my winnings. He did that and thus explains that it is not 2 accounts of one person but 2 verified accounts of two verified players. I think that's sad. This is the first time that I have really won an online casino. I loved the casino itself. With no technical problems over the cell phone or laptop. I ask you once again to overlook this misunderstanding. And hope that we both, players and casino, will come to a fair solution.

Liebes Betamo Casino,

Es freut mich sehr dass sie hierauf reagiert haben...also es stimmt das ich den no Deposit Bonus genommen habe, habe aber nicht dadurch meine Gewinne erziehlt, dies habe ich erst gewonnen nach dem ich es umgesetzt und mit Echtgeld gespielt habe. 

Ich habe kein Duplikates Konto, ich habe einen Bruder der mich besucht hat und lediglich hier zuhause bei mir gespielt hat. 

Sie haben ihn auch aufgefordert sich zu verifizieren nach dem sie mein Konto gesperrt und meine Gewinne konfisziert haben. Das hat er auch gemacht und somit erklärt das es sich nicht um 2 konto einer Person sondern um 2 verifizierte Konten zweier verifizierten Spieler handelt. 

Ich finde das traurig. Das ist das erste mal das ich wirklich Gewinne bei einem online Casino. Ich fande das Casino an sich sehr toll. Mit keinen technischen problemen über dem Handy oder Laptop. Ich bitte sie noch einmal über dieses Missverständnis hinwegzusehen. Und hoffe das wir beide sowohl Spieler und Casino zu einer fairen Lösung kommen werden. 

Dear Betamo Casino, I am very happy that you responded to this ... so it is true that I took the no deposit bonus, but didn't get my winnings from it, I only won this after I implemented it and played with real money. I don't have a duplicate account, I have a brother who visited me and only played here at home with me. They also asked him to verify himself after blocking my account and confiscating my winnings. He did that and thus explains that it is not 2 accounts of one person but 2 verified accounts of two verified players. I think that's sad. This is the first time that I have really won an online casino. I loved the casino itself. With no technical problems over the cell phone or laptop. I ask you once again to overlook this misunderstanding. And hope that we both, players and casino, will come to a fair solution.

Hello?

Dear BetAmo Casino team.

Thank you for your cooperation in this case. Please, could you react?

Hello all,

The evidence can be sent to the ADR provider.

The information about our ADR providers can be found in the casino T&C.

As we know, the player already contacted the ADR, and the case is being reviewed by them.

Dear Matti.

Please, could you inform us about the outcome of ADR resolution?

Dear casino guru and betamoteam.

I got in touch with thepogg. However, there was still no response. If there is anything new I will let you know.

Dear casino guru and betamoteam. I got in touch with thepogg. However, there was still no response. If there is anything new I will let you know.

Liebes Casinoguru und Betamoteam.

ich habe mich mit thepogg in Verbindung gesetzt. Allerdings kam noch keine Rückmeldung. Wenn es etwas Neues gibt werde ich es ihnen mitteilen.

Dear casino guru and betamoteam. I got in touch with thepogg. However, there was still no response. If there is anything new I will let you know.

Hi there.

I just want to let you know that Thepogg still hasn't contacted you.

Hallo.

ich will nur mitteilen dass sich Thepogg immer noch nicht gemeldet hat.

Dear BetAmo.

Thank you for your cooperation. Please, could you confirm that THEPOGG is your official ADR?

Dear Mati22.

Unfortunately, there is no communication line between the Casino.Guru team and Thepogg. Therefore, I recommend you to complete the resolution process with them and inform us about the outcome. I am extending the timer by 7 days.

Could the Betamo Casino team explain to me why I have not yet received a message about the current check?

Könnte mir vllt das Betamo Casino Team erklären warum ich bisher noch keine Nachricht zur momentanen Prüfung erhalten habe ?

Hello?

Hallo?

Hello,

I am waiting for an update regarding the case.

Once I have it, I will let you know.

That's very nice of them thank you! 🙂

Das ist sehr nett von ihnen vielen Dank! 🙂

Hello ... can you tell me roughly how long this will take?

Hallo...können sie mir ungefähr sagen wie lange das dauern wird?

Dear Betamo Casino team.

Please, could you react?

I ask you ... I'm slowly losing hope. Please just tell me how things stand.

ThePogg doesn't even react no matter how often you answer. Can't you even put yourself in my shoes?

Lg.

Ich bitte sie...ich verliere schon langsam die Hoffnung. Bitte sagen sie mir einfach wie der Stand der Dinge ist.

ThePogg reagiert auch gar nicht egal wie oft man sich meldet. Können sie sich denn nicht mal in meine Lage versetzen?

Lg.

Hi?

Hallo?

Hello Mati22.

Since you have started two resolution simultaneously we waited till the process with Thepogg ends since it is the official ADR of the casino. Please, could you explain where the process got stuck?

That can't be that I've been waiting since December ... I'm slowly wanting clarity! I did not win with the bonus money but only after the implementation. There is always something new from the Betamo team that is not right at all. Just because they refuse to pay out the winnings. I need help Please stand up for me, I'm slowly getting stuck, please

Das kann doch net sein das ich seit Dezember immer noch warte... Ich will langsam mal Klarheit! Ich habe nicht mit dem Bonusgeld gewonnen sondern erst nach der Umsetzung. Da kommt jedes Mal was neues vom Betamo Team was überhaupt nicht stimmt. Nur weil die sich weigern wollen den Gewinn auszuzahlen. Ich brauch Hilfe Bitte setzt euch ein für mich ich weiß langsam nicht weiter bitte

I have all the documents like bethistory. And loginhistory screenshotted and sent to thepogg. I'm slowly getting on with it. It is also questionable why other complaints are much faster than mine ...

Ich habe alle Dokumente wie bethistory. Und loginhistory gescreenshotet und zu thepogg geschickt. Ich weiß langsam net weiter. Fraglich auch warum es bei anderen Beschwerden viel schneller geht als bei mir...

Hi?

Hallo?

Dear BetAmo Casino team.

Please, could you explain the situation?

Hey!

As I can see, the winnings were added, accordingly to the casino bonus Terms.

Also, the email was sent to the player.

Yes, but none of that is true!

They credited me 50 euros even though I had 7000 euros + in my account!

I made my profits after implementing it. So after I implemented it. you can check this at my Bethistory! nor is there anything in the German terms and conditions about this case. you should check that too. Don't get me wrong, but I've been waiting for 4 months now and I'm slowly just wanting more detailed information.

Yes, but none of that is true! They credited me 50 euros even though I had 7000 euros + in my account! I made my profits after implementing it. So after I implemented it. you can check this at my Bethistory! nor is there anything in the German terms and conditions about this case. you should check that too. Don't get me wrong, but I've been waiting for 4 months now and I'm slowly just wanting more detailed information.

Ja aber das stimmt alles nicht! 

Sie haben mir 50 euro gutgeschrieben obwohl ich 7000€+ auf meinem Konto hatte! 

ich habe meine Gewinne nach der Umsetzung erzielt. Also nach dem ich es umgesetzt hatte. sie können das bei meiner Bethistory überprüfen! noch dazu steht nichts in den deutschen AGB's über diesen Fall. das sollten sie auch mal überprüfen. verstehen sie mich nicht falsch aber ich warte jetzt seit 4 monaten schon und langsam will ich einfach genauere informationen.

Yes, but none of that is true! They credited me 50 euros even though I had 7000 euros + in my account! I made my profits after implementing it. So after I implemented it. you can check this at my Bethistory! nor is there anything in the German terms and conditions about this case. you should check that too. Don't get me wrong, but I've been waiting for 4 months now and I'm slowly just wanting more detailed information.

Dear Betamo Casino team.

Thank you for your cooperation in this case. Please, could you react and explain the whole situation (since the process with your ADR got stuck)?

Please respond to Betamo Casino

Bitte reagieren sie Betamo Casino

Hey!

The case is that here we need to look where does the winnings came from. It all started and came from no deposit bonus.

And, accordingly to the bonus terms:

7b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a nodeposit bonus is 50 EUR, 50 USD, 500 NOK, 75 CAD, 200 PLN, 75 NZD.

So, since the ADR required us to pay out the legitimate winnings, we restored the player's account with 50 EUR of the no deposit bonus winnings.

Ok, let me put it this way ... after graduation even means that even if I kept playing now. I am not allowed to achieve more than 50 euros? That doesn't make sense in my opinion.

as you say you have to check where the winnings come from. And I already said that I made the profit after implementation. So after I got 50 euros in the bonus. After implementing the bonus, I made a bet of EUR 1 - EUR 7000 in the free spins on the slot razor Shark. I ask that you check this again via the Bethistory.

best regards

Ok, let me put it this way ... after graduation even means that even if I kept playing now. I can't get more than 50 euros? That doesn't make sense in my opinion. as you say you have to check where the winnings come from. And I already said that I made the profit after implementation. So after I got 50 euros in the bonus. After implementing the bonus, I made a bet of EUR 1 - EUR 7000 in the free spins on the slot razor Shark. I ask that you check this again via the Bethistory. best regards

Ok lassen sie mich das so ausdrücken...nach Abschluss bedeutet sogar das selbst wenn ich jetzt weiter spielen würde. Ich nicht mehr als 50 euro erzielen darf? Das macht meiner Meinung nach keinen Sinn.

wie sie selbst sagen müssen sie prüfen woher die gewinne kommen. Und ich sagte bereits das ich den Gewinn nach Umsetzung erzielt habe. Also nach dem ich 50 Euro in dem Bonus erzielt habe. Nach Umsetzung des bonus habe ich auf dem Slot razor Shark auf einem Bet von 1 Euro.- 7000 Euro in den freispielen erzielt. Ich bitte darum dass sie das nochmal über die Bethistory überprüfen.

freundliche Grüße

Ok, let me put it this way ... after graduation even means that even if I kept playing now. I can't get more than 50 euros? That doesn't make sense in my opinion. as you say you have to check where the winnings come from. And I already said that I made the profit after implementation. So after I got 50 euros in the bonus. After implementing the bonus, I made a bet of EUR 1 - EUR 7000 in the free spins on the slot razor Shark. I ask that you check this again via the Bethistory. best regards

Please tell me to check that again ... I ask you to and that we can finally end the topic.

Bitte sagen sie mir dass sie das nochmal überprüfen...ich bitte sie darum und das wir das Thema endgültig beenden können.

Hi?

Hallo?

Hello Mati22.

I am very sorry about your situation. Please, be aware that every bonus carries special bonus conditions therefore I recommend you always check the bonus conditions when you claim any bonus. Unfortunately, since you have won the amount from the no deposit bonus, the casino behaviour is justified and we are forced to close your case as 'rejected'.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it although I do not recommend it.

Best regards, Jozef

Casino.Guru