BetOnGame Casino – generel debat

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My BetOnGame account was permanently closed after the Security Department accused me of multi-accounting. However, I had only one fully verified account, passed all security checks, and used only my own devices.

At the time my account was closed, my balance was NPR 30,085. BetOnGame informed me that my winnings would be confiscated and that I would be allowed to withdraw only my deposited amount. My total deposits were NPR 16,000, and I have never made any withdrawals from the account.

The issue is that after the account was closed, the available balance showed only NPR 2,460 instead of the promised deposit amount of NPR 16,000. I have contacted customer support and sent emails, but I have not received any explanation regarding the missing NPR 13,540 or how the refundable amount was calculated.

Hm. First, I’d like to understand the "multi-accounting" issue the casino is referring to.

Is there anyone in your household, or anyone else who might have used the same IP address as you? Something that could potentially explain this situation? I know casinos often state in their terms and conditions that only one account per household, IP address, or device is allowed, so even small overlaps can sometimes trigger such flags.

Regarding your refunded deposit amount, it’s possible the casino only referred to your last deposit or a specific portion of your balance, rather than the full amount, but that is only an assumption at this stage since they haven’t provided a clear explanation.

In any case, since you have already opened a complaint and it is currently under review, our team will look into the entire situation, verify all available information, and try to determine what actually happened and whether the casino’s decision was correct. If you receive any new updates, feel free to let me know.

Sir, my account was not banned due to multiple account, security team told i have violated some rule which they didn't disclose so i want to due to which activity my account was banned and they block my 27k.

Okay, I understand your situation better now.

What typically happens in cases like this is that casinos do not always disclose the exact internal reason for the decision, especially if it falls under a general rule breach mentioned in their Terms and Conditions. They usually refer to a broad clause rather than giving detailed specifics of the activity.

However, if you believe the confiscation of your funds was unfair or not justified, then you do have the option to submit a formal complaint through us, and our team will review your case and try to clarify what happened. I can see you’ve already started that process, so the next step is to wait for our team to investigate and come back with their findings.

Hopefully, this will get properly reviewed and the situation will become clearer for you.

As I understand the email, the Security Team concluded that I violated one or more of your Terms & Conditions, possibly related to account usage. If my understanding is incorrect, please correct me.

What I do not understand is the calculation of my refundable balance. The email mentions that winnings may be canceled and that the balance may be refunded, but my current balance is 2,460. Based on my records, I deposited approximately 16,000.

Could you please explain how the refundable amount of 2,460 was calculated and provide a breakdown of any deductions or canceled amounts that were applied during the investigation?

To be honest, I have no idea why the casino deducted that amount from your balance. I'm not a representative of the casino, I'm just an admin on this forum, so I haven't seen the email they sent you.

If you'd like, you can take a screenshot of the email and I'll gladly have a look at it.

If the casino didn't explain it in the email, then I really don't know how they calculated the refundable amount they offered you. The only thing that comes to mind is that it might be based on your last deposit rather than your total deposits, but that's just a guess.

Here is the screenshot,

Thanks for the screenshot.

I’ve looked at it, but I can’t see anything that actually mentions what you’re referring to, such as a refund or the amount the casino supposedly calculated.

Regarding the reason for the account restriction, it seems the casino is pointing toward multi-accounting. My question is: did you possibly have another account registered with them, or could someone else in your household have used the same IP address and created their own account? Even sharing the same Wi-Fi connection could sometimes trigger this type of flag.

Clarifying this could help us understand the situation better.

As for the refund, like I mentioned, I don’t see anything in the screenshot that confirms it, so I’m not sure where that information is coming from.

i am also confused, the fact is that nobody from my ip address use betongame, i only use and sometime my friend who also playbetongame come to my house.

Well, that could actually be the exact issue the casino identified.

In most casinos, only one account per household or IP address is allowed. If the casino detects that another player has logged in or played from the same IP address or household, they may treat it as potential multi-accounting.

To avoid problems in the future, I would strongly recommend not allowing other players to access their casino accounts while connected to your home Wi-Fi, because this can easily trigger the casino's security systems and make it appear that someone is trying to circumvent their rules.

I'll also mention this to our complaint team so they have the full context of your case, and we'll see whether there's still a possibility of helping you.

Ok sir, please let me know if get something.

I'd say it's better if you let me know when you have any updates. I won't have any new information about your case myself.

You'll be able to see everything in your complaint, and the casino may continue communicating with you there as well. If there are any updates or our team replies, you should receive an email notification.

So just keep an eye on it from time to time, and if a response is needed, be sure to reply.🙂

sir, there is no reply form casino. till now.

I see. As a result, I believe it would be more convenient to keep us updated as new information becomes available.

Sir, its been more than 3 week. I am totally frustrated and it affect my mental health.

Hello, I understand it's not pleasing. In any case, the complaint has not yet reached that phase anyway. Things may improve once the casino rep is invited to join the complaint.

That remains to be seen and I hope for the best ending.

How long does it take sir?

It depends on how quickly you, as a player, respond and whether you provide everything that is needed. I looked at your complaint, and I noticed that you replied almost a week later, which unfortunately extended the time it takes for our team to respond as well. Each party always has seven days to reply, but ideally, players should respond as quickly as possible so the process doesn't get unnecessarily delayed.

At the moment, your resolver has six days left to respond, if I saw it correctly, so you'll have to wait for now.

I also noticed that you sent an email, but it seems that something that was required wasn't included in the attachments you provided. So make sure you send everything that is needed and to the appropriate place.

I hope everything gets resolved somehow, but unfortunately, I can't give you an exact timeframe. The best thing you can do is cooperate as quickly as possible and make sure you provide all the necessary information and documents.

ok sir, i will be more active.