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Hello, I am experiencing an issue with a withdrawal on 1bet casino. After making some deposits, I managed to win around 850€. I requested a withdrawal, but after providing all the necessary documentation, they refused the payment and cancelled the winnings. In the email I received, they mentioned issues with multiple accounts (they informed me that I have a second active account under my name, which I wasn't even aware existed). Now, how can I resolve this issue? The site only returned my deposited money, but the winning amount of 850€ was cancelled.

Salve ho un problema con un prelievo su 1bet casino. Dopo aver effettuato dei depositi sono riuscito a vincere circa 850€, ho richiesto il prelievo ma dopo aver mandato tutti i documenti necessari hanno rifiutato il pagamento e annullato la vincita. Nell’email ricevuta mi dicono problemi con multi account ( dove mi dicono che ho un secondo account attivo a nome mio ma io non sapevo nemmeno l’esistenza) ora come posso fare per risolvere questo problema?? Il sito mo ha restituito solo i soldi depositati ma la vincita di 850€ è stata annullata.

Hello giuseppebrassotti97,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Did they forward any kind of evidence of account multiplicity? Does anybody else has an account in 1Bet Casino from your household?

Looking forward to your answer.

Regards,

Nick

Dear Nick, 

Guiseppebrassotti97 was detected of having multiple accounts. According to the Casino’s Terms and Conditions a player can only open one account on the Website, additional accounts are being closed: 

"3.10. The customer’s account must be registered on his/her own, personal, and correct, name and personal details. The customer must ensure that all data given at the registration stage is true, complete, and free from error. Registration is allowed only once per person, family, household address, email address, payment account number, site cookies, IP address, and shared computer, i.e. Public library or workplace and cannot share any of the aforementioned with a previously registered account. This therefore also means that the customer has to register personally. Furthermore, a customer can only have one account. Any other accounts which a customer opens with the company, or which are beneficially owned by the customer shall be considered duplicate accounts. 1BET shall close any duplicate account/s consequent to the identification of the main account. If 1BET closes a duplicate account all bonuses, free bets, and winnings acquired using that duplicate account will be void and forfeited. If the amount in the duplicate account does not cover the amount to be refunded to 1BET, 1BET shall seek to recover the loss incurred directly from any other of your accounts.  

3.11. A duplicate account is considered as such in any case where the account IP address, Personal details, payment account number, and site cookies match with an already existing account with the company." 

Full T&C: https://1bet.com/pages/terms-and-conditions  

The player was informed by our Support team about this issue, and everything was explained in detail – why the account was closed, and winnings voided. During the conversation, the player even confirms the existence of another account. The personal details in both accounts are mostly the same. 

We hope this will clear up the situation. 

Regards, 

1Bet Casino

I only noticed later that I had two accounts which I didn't know since the other account (old let's say) has almost the same username. My question is if I already had an account with the same name and surname, physical address, telephone number why did you create another account with the same things without telling me anything???? You first cashed out the deposit money and then claimed. The winnings made are regular for me, I have not carried out any cheating.

Si ho notato solo dopo che avevo due account cosa che io non ne sapevo visto che l’altro account (vecchio diciamo) ha quasi il nome utente simile. La mia domanda è se avevo già un account con lo stesso nome e cognome, indirizzo fisico, numero di telefono perché avete fatto creare un’altro account con le stesse cose senza dirmi nulla???? Avete prima incassato i soldi del deposito e poi reclamato. La vincita effettuata è regolare per me, non ho effettuato nessun imbroglio.

Hello giuseppebrassotti97,

Unfortunately if you created multiple accounts, the casino had right to close your accounts and void any winnings generated on it. Please keep in mind that the casino finds account multiplicity only when you want to verify your account.

Is there anything else we could assist you with?

Dear giuseppebrassotti97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.