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Bet7 claims that I duplicated the account with another IP. I had a balance of 4700 euros (they let me withdraw 600 euros), they took 4100 euros from me.

On 02/14 when I log into the account I realize that I only have 600 euros. I went to talk to them and they claim that I shared an ip with someone else. They show the ip and it is 87.103.28.151 that I entered on 11/26 (END OF NOVEMBER!).

As any bookmaker knows the mobile internet uses dynamic ips which change every few weeks. In my case this must have happened. The ip they say is a duplicate is an IP from the end of November. From November until the 14/02 I continued to play making various deposits and withdrawals.

They claim the term and condition that in case of ip equal to that of another player, I am without the bonus and without the winnings of the same.

Even if they want to apply the ip duplication term, they cannot. Because I lost all the bonus and the bonus balance I had in the games. The 4700 euros were won that I got playing with my deposit balance.

Also, I made a deposit of 1000 euros, and they only let me withdraw 600 euros!

A Bet7 afirma que eu dupliquei a conta com outro IP. Tinha um saldo de 4700 euros (deixaram levantar 600euros), retiraram-me 4100 euros.

No dia 14/02 quando entro na conta percebo que tenho apenas 600 euros. Fui conversar com eles e alegam que compartilhei um ip com outra pessoa. Eles mostram o ip e é 87.103.28.151 que eu entrei no dia 26/11 (FINAL DE NOVEMBRO!).

Como qualquer casa de apostas sabe a internet móvel usa ips dinâmicos que mudam passado algumas semanas. No meu caso isso deve ter acontecido. O ip que dizem ser duplicado é um IP do final de novembro. De Novembro até o dia 14/02 eu continuei a jogar fazendo vários depósitos e levantamentos. 

Eles reivindicam o termo e condição de que em caso de ip igual ao de outro jogador, fico sem o bônus e sem os ganhos do mesmo.

Mesmo que queiram aplicar o termo da duplicação do ip, não podem. Porque eu perdi todo o bónus e o saldo de bónus que tinha nos jogos. Os 4700 euros foram ganhos que obtive a jogar com o meu saldo de deposito.

Alem disso, fiz um deposito de 1000 euros, e só deixaram levantar 600 euros!

Dear Paulo201, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„Customers are only allowed to open and use one COMPANY account. Opening and/or using multiple accounts (in addition to any existing accounts whether the existing account is active, or inactive or closed for any reason), is not permitted. Should we have reasonable suspicions that any of our customers has opened and/or used multiple accounts with us, we reserve the right at our absolute discretion to temporarily block customers account, as well as all multiple accounts and/or to close all these accounts immediately. Αll winnings, bonuses, free bets and winnings accrued from such bonuses and free bets obtained by creating and/or using those multiple accounts will be void. Funds held in multiple accounts shall be withheld, up to the amount that covers any illegal withdrawals made by the Customers from those multiple accounts."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you have accumulated your winnings without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, 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

"All winnings, bonuses, free bets and accrued winnings from such bonuses and free bets obtained by creating and/or using these multiple accounts will be void..." I got my winnings without having the bonus active as I had already lost the my bonus playing, unfortunately.

No, no member of my house has an account in this house. Also, the ip they talk about was in November. I continued to play through December and January. I made deposits and withdrawals. Never said anything! Now that I have made a good profit, OBTAINED WITH MY DEPOSIT, they close the account.

I really wanted to send the conversation to them, but they don't even respond to emails. And they closed my access to the game history, to prove that I lost all the bonus balance.

"Todos os ganhos, bônus, apostas grátis e ganhos acumulados de tais bônus e apostas grátis obtidos ao criar e/ou usar essas contas múltiplas serão anulados..." Eu obti os meus lucros sem ter o bónus ativo, pois já tinha perdido o meu bónus a jogar, infelizmente.

Não, nenhum membro da minha casa, tem conta nesta casa. Alem disso, o ip que eles falam foi em Novembro. Eu continuei a jogar durante dezembro e janeiro. Fiz depósitos e levantamentos. Nunca disseram nada! Agora que tive um bom lucro, OBTIDO COM O MEU DEPOSITO, fecham a conta.

Eu bem queria enviar a conversa cm eles, mas eles nem aos emails respondem. E fecharam-me o acesso aos histórico dos jogos, para comprovar que perdi todo o saldo de bónus.

Thank you very much for your reply, Paulo201. When did you make your last withdrawal, please? Also, could you please advise if you passed the verification?

Yes I have the account verified. I have already made several deposits and several withdrawals. Last payment was on February 4th

Sim eu tenho a conta verificada. Já fiz vários depósitos e vários levantamentos. Último pagamento foi no dia 4 de fevereiro

Thank you very much Paulo201 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Paulo201,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Bet7 Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Bet7 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Paulo201,

I got a response by Skype, the casino rep will look into the matter.

Hi Paulo201,

Unfortunately, the casino doesn't respond anymore. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them (bottom of the page). It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter