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A few days later, my account was blocked and they said I had allegedly created multiple accounts. The casino said other accounts had made deposits using the same pattern (from a Revolut card) and that the referral system was being abused. However, I had only created one account, exclusively for myself, and I had no knowledge of any other accounts.

I asked for evidence several times, but they didn't show me anything. The casino finally said that they had made a final decision and were not willing to investigate further.

I would like to ask for your help in clarifying the matter, as I am convinced that I have not committed any irregularities and that the blocking and loss of money are not justified.



Néhány nappal később a fiókomat zárolták, és közölték, hogy állítólag több fiókot hoztam létre. A kaszinó szerint más fiókok is ugyanilyen mintával fizettek be (Revolut kártyáról), és visszaélés történt az ajánlási rendszerrel. Én viszont csak egyetlen fiókot hoztam létre, kizárólag saját magam számára, és semmilyen tudomásom nincs más fiókokról.



Többször kértem bizonyítékot, de nem mutattak be semmit. A kaszinó végül közölte, hogy döntöttük véglegesen, nem hajlandók további vizsgálatra.



Szeretném kérni az Önök segítségét az ügy tisztázásában, mivel meggyőződésem, hogy nem követtem el szabálytalanságot, és a zárolást, valamint a pénz elvesztése nem jogos.



Dear Bertalan200,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BoaBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share the communication from the casino containing allegations against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for your reply.

I apologize for not replying earlier.

• Have you and your mother used the same Revolut account to deposit your respective player accounts?
• Have you used the same device to log in and play in the casino?

Please let me know.

Thanks for your patience.

If you shared resources, including the device, and you haven't used the payment method in your respective names, it would be impossible for us to confront the casino regarding the payout.

Please let me know if I understand the situation correctly; otherwise, the complaint can't continue and will be rejected.

As I said, it was paid from my own account.

ahogy mondtam is saját számláról let befizetve .

Thanks for your reply.

There might have been a translation error; however, from your last three responses, the conclusion is that the account where the money originates belongs to your mother, specifically your mother's Skrill account.

Could you please clarify what you mean in more detail?

Could you please explain the source of your income in your own words and the amount you deposited into the casino overall?

I pay from my own account!! My mother is a separate player. We are only on the same IP address (WiFi)

saját számláról fizetem be !! Anyám az egy külön játékos. Csak egy IP cimen vagyunk ( WiFi )

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]), 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.

Hello Bertalan200,

I am sorry to hear about your troubles. I am Martin and I've been taking care of your complaint. I would also like to invite the BoaBet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Do you have any evidence of the player having multiple accounts? Is the issue related to the aforementioned situation with the player's mother? In case any evidence is confidential, please send it to [email protected].

Thank you in advance for providing us with your view of the issue.

Hello Bertalan200 and Casino Guru team,

Following a thorough review by our Risk Team, it has been confirmed that there was a breach of our Terms and Conditions. We have gathered substantial evidence to support this finding, and it has been verified by multiple checks within our system.

1. Duplicate accounts
2. Promotion abuse
3. Deposit methods being linked to other accounts

We understand that you have previously challenged this decision , and we respect your right to do so. However, based on the evidence available and the comprehensive investigation conducted, our Risk Team has determined that the breach is valid and conclusive.

If you have any further questions or require clarification on specific aspects of our decision, please do not hesitate to contact our support team.

Thank you for your understanding and cooperation.

Best regards,

BoaBet team

Dear Casino representative,

Thank you for your reply and for confirming the investigation outcome. While we fully acknowledge your right to act on T&C breaches, we kindly ask for more clarity regarding these points.

What specific connections triggered the multi-account or bonus abuse flag? Was it device, payment method or IP? Can you give us more details on this?

Has any part of the balance come from the player’s own deposits? Are there any portions that could be considered for refund?

We acknowledge most of the evidence is most likely confidential, so I would like to ask you to send it to [email protected].

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 Bertalan200,

communication is ongoing regarding this matter. We will let you know when any new developments arise.

Dear Bertalan200,

communication is ongoing regarding this matter. We have requested some more clarifications from the casino representative.

yes, I have my own payment from my own account. They said that I had created an account, which is not true because I had this one account! Someone could have created an account in my name or the statement is not true either. Just so they don't pay me... I repeat, I had only one account, no more.

igen saját befizetes saját számláról. Ők azt mondták hogy én hoztam még létre fiókot ami nem igaz mert nekem ez az egy fiokom volt ! Valaki csinálhatot egy fiókot a nevemben vagy az állítás is nem valós. Csak hogy ne fizessenek ki... ismétlem egyetlen egy fiokom volt nem több.

Dear Bertalan200,

I have sent you an email. Please let us know when you receive it.

Dear Bertalan200,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru