Ybets Casino - Spillerens konto er blevet lukket.

Hello. I played at the casino and they blocked me without any reason, writing that I violated the rules.

Здравствуйте.я играл в казино и они заблокировали меня без обоснование написали что я нарушил правила.

Dear miha88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand your situation and assist you effectively, could you please provide the following details:

• The casino mentioned "duplicated accounts" in their communication. Could you clarify what they are referring to?
• Have you had any previous accounts with this casino?
• Was your account verified in the past?
• Have you made any successful withdrawals from this casino before?

If you have any relevant communication with the casino, such as emails or chat transcripts, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I've never played with them before. I don't understand why they responded like that. I didn't even go through verification. No, I've never withdrawn.

Я никогда у них не играл раньше.Я не понимаю почему они так ответели.Я даже не проходил вертификацию.Нет не выводил неразу.

Hi miha88,

Thank you very much for your reply.

To further clarify the situation, could you please confirm the following:

• Have you ever accessed the casino’s website or created any accounts from shared devices, such as a computer or phone used by someone else?
• Does anyone else in your household, family, or circle of friends also play at this casino, possibly using the same internet connection (Wi-Fi or IP address)?
• Have you ever used a VPN or proxy while accessing the casino?
• Can you recall if you tried registering more than once, perhaps due to a failed registration or login attempt?
• Did the casino provide any specific reason or mention any username, player ID, or date related to this alleged duplicate account?

Thank you in advance for your reply.

Good day. I am not, but my friend played from the same Internet connection. This casino allows you to use VPN. I did not register more than once. They did not indicate the reason, they only said that your account was blocked because there is a duplicate entry.

Добрый день.Я нет но мой знакомый играл с одного интернет соединения.это казино разрешает пользоваться VPN .я не регистрировался больше одного раза.они не указали причину толь сказали ваш аккаунт заблокирован так как есть дублирующая запись.

Hi miha88,

Thank you for your clarification. To help us understand this better, could you please explain what you mean by "the same Internet connection"? Specifically:

• Were you and your friend using the exact same device (computer or phone)?
• Or did you simply share the same IP address/Wi-Fi network while playing?

Any additional detail will help us determine whether this was flagged as a duplicate account or a shared connection issue.

Thank you in advance for your reply.

Good. Wi-Fi network during the game.

Добрый.сеть Wi-Fi во время игры .

Hi miha88,

Thank you for your response and for confirming that you and your friend were using the same Wi-Fi network while playing.

To clarify a few important points—could you please confirm the following:

• Did you and your friend each use a separate device (e.g., different phones or computers)?
• Did you both use different payment methods or e-wallets for deposits and withdrawals?

These details are important because using the same device or financial method can trigger a duplicate account flag, especially when combined with the same IP address.

Registration at this casino only requires an email address and a password. While the process is simple, the system may still detect overlapping technical or behavioral patterns (such as shared devices or payment details) that could raise concerns.

We’d appreciate your clarification so we can better understand what may have led to this issue.

Thank you in advance for your reply.

The devices were different and the payment methods were also different.

Устройство были разные и методы оплаты тоже разные.

Thank you very much, miha88, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, miha88,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response, please let me know what type of games you played at the casino and whether you and your friend used any bonuses and/or played the same games, possibly at the same time.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Ybets Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been closed? Have his winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello. Yes, we played the same Amatic games, the bonus was for the first deposit.

Здравствуйте.Да мы играли в одни игры Amatic,бонус был на первый депозит.

Dear miha88 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Thank you for the update, Ybets Casino Team.

Feel free to inform us about relevant information and updates regarding the user's account.

If the casino's investigation leads/led to the complainant's account closure and/or any of his disputed funds were confiscated, please look at my previous post and provide the requested.

Thank you. Looking forward to hearing from you.

Dear miha88 and Casino Guru,

This player has been blocked due to multiple duplicate entries.

We are prepared to send all relevant evidence to your email.

Respectfully,

Ybets Casino Representative

Dear Ybets casino, what is the reason for the many duplicate entries? If I played with a friend from the same Internet network, are these duplicate entries? And was the deposit payment made from the same method?

Уважаемое казино Ybets а чем обосновано множество дублирующих записей?Если я со знакомым играл с одной сети интернета разве это дублирующие записи?И разве оплата депозита происходила с одного и того же метода?

Greetings all,

Dear Ybets Casino Representative,

Thank you for your response.

I requested the casino to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru) 3 weeks ago.

Feel free to send everything relevant to my email.

Thank you. Looking forward to hearing from you.

Dear Branislav,

We sent you an e-mail.

Respectfully,

Ybets Casino Representative

Dear miha88,

As for your question - I guess rather you should be the one who knows the reason for the many duplicate entries.

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts/collusion and bonus abuse. Unfortunately, the provided supporting evidence confirms more than only 1 other friend/account that used the same internet connection to access the casino website and used a bonus, besides your account. Moreover, there are significant similarities and matches between the linked accounts that it would be likely impossible to prove something else - for example, that all the linked accounts were registered and used as completely separate individuals, and/or that you were not aware of them at all, excluding your friend's account.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states one on its website.

Thank you very much, Ybets Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru