Bet7 Casino - Выигрыш игрока был конфискован.

Good afternoon.

My name is Marcio **** (username ******), I have had a Betseven account for several months. I never had any problems with the bookmaker. I made several deposits and several withdrawals.

But they confiscated 6670 euros today. In the chat they said for IP duplication.

I always log in on my mobile and use mobile data so it's impossible for me to have IP duplication. I've been trying to solve the problem for months and they don't even respond anymore.

I ask for your help to solve this confusion

Boa tarde.

Meu nome é Marcio **** (nome de usuário ******), tenho uma conta Betseven há vários meses. Nunca tive problemas com a casa de apostas. Fiz vários depósitos e várias retiradas.

Mas eles confiscaram hoje 6670 euros. No chat disseram para duplicação de IP.

Eu sempre faço login no meu celular e uso dados móveis, então é impossível para mim ter duplicação de IP. Ando meses a tentar resolver o problema e eles já nem respondem.

Peço a vossa ajuda para resolver esta confusão

Dear marciosilva19901,

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 better 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? Could you please advise if you have passed the KYC verification? Which games did you play in the casino? (slots, live games, multiplayer)

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello. No one from my house plays at Bet7. I always use my cell phone with mobile internet data. I don't use the public network or the home network. Yes I passed the entire KYC check!

Olá. Ninguém de minha casa joga na Bet7. Eu uso sempre o telemóvel com os dados móveis de internet. Não uso rede pública nem a rede de casa. Sim passei na verificação toda KYC!

Dear marciosilva19901,

Would you be able to forward any relevant communication between you and the casino? Send it to my email at tomas@casino.guru, or alternatively, you can post it here. I'll await your reply.

No. The only conversation I had was via chat and they didn't send the conversation. Now they don't even respond to emails or chat.

Need help

Não. Unica conversa que tive foi por chat e eles nao enviaram a conversa. Agora nem respondem aos emails nem chat.

Preciso de ajuda

Thank you very much, marciosilva19901, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi marciosilva19901,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Bet7 Casino to join this conversation and share more information regarding the case.

Can you please provide any evidence that would confirm your charges against the player?

You can share it here or send it to my email address: tomas.k@casino.guru

Thank you.

Best regards,

Tomas

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 marciosilva19901,

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 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 (tomas.k@casino.guru).

I wish I could be of more help.

Kind regards,

Tomas