Rarebet Casino - Spillerens konto blev blokeret på uretmæssigt grundlag for flere konti.

Dear Casino Guru team.

A few months ago I created an account at Casino Rare.Bet https://rare.bet/casino.

With a bit of luck I was able to make a net profit of around €300.

A few days after trying to withdraw my money, my account was blocked on the grounds that I had multiple accounts.

I am sure that I only registered with one e-mail address or that I only actively played with the one account using the e-mail address.

My request to check this was initially answered by the casino. I immediately complied with the request to send my proof.

However, no one has answered me there for over a month.

I'm attaching a few screenshots of the conversation with customer support.

My total stake was around €1200, which makes the blocking of my account, which I believe is not permitted, all the more painful.

Best regards,

Simon B.

Sehr geehrtes Team von Casino Guru.

Vor einigen Monaten habe ich beim Casino Rare.Bet https://rare.bet/casino einen Account erstellt.

Mit etwas Glück konnte ich einen Nettogewinn von circa 300€ erzielen.

Ein paar Tage nach dem Versuch mein Geld abzuheben, wurde mein Account mit der Begründung blockiert, dass ich mehrere Accounts hätte.

Ich bin mir sicher, mich nur mit einer e-mail-Adresse registriert zu haben, bzw nur mit dem einen Account über die mail-Adresse aktiv gespielt zu haben.

Mein Anliegen das zu überprüfen, wurde vorerst vom Casino beantwortet. Der Aufforderung, meine Nachweise zu schicken, bin ich umgehend nachgekommen.

Seit über einem Monat jedoch antwortet mir dort niemand mehr.

Ich hänge hier ein paar Screenshots der Konversation mit dem Kundensupport an.

Mein gesamter Einsatz waren circa 1200 €, was das meiner Meinung nach nicht zulässige Blockieren meines Accounts umso schmerzhafter macht.

Mit freundlichen Grüßen,

Simon B.

Dear Simonb92, 

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 understand the whole situation completely.

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 which documents you sent for verification and when exactly you sent the last one? Has the casino approved any of your documents?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Thanks for the fast reply.

Regarding the IP address: I have no memory of ever having registered there before creating my active account.

However, I once logged in to a friend (on his PC) to play slots or show him some of my gaming history.

Since my friend is also registered on Rarebet (before me), it could be that there is a suspicion of a duplicate account because he logged in via his IP address...

The documents I sent were passport, selfie with ID, and screenshots of my crypto account (Bitpanda) from which I made the deposit.

The date of transmission of the documents was February 15, 2024.

Since then, there have been no more answers from the casino.

The winnings were collected without an active bonus, which means that there were no implementation conditions that I knew of that had to be met.

Thank you for processing my request,

Simon B.

Danke für die rasche Rückmeldung.

Bezüglich der ip-Adresse: ich habe keine Erinnerung daran mich jemals, vor Erstellen meines aktiven Accounts, dort registriert zu haben. 

Jedoch habe ich mich einmal bei einem Freund (auf seinem PC) angemeldet um Slots zu spielen, bzw. ihm etwas von meinem Spielverlauf zu zeigen.

Da mein Freund ebenfalls auf Rarebet registriert ist (vor mir), könnte es sein, dass daher ein Verdacht für einen Duplikat Account kommt, wegen der Anmeldung über seine IP Adresse…

Die Dokumente, die ich gesendet habe, waren Reisepass, Selfie mit Ausweis, und Screenshots von meinem Krypto Konto (Bitpanda), von dem aus ich die Einzahlung getätigt habe.

Das Datum der Übermittlung der Dokumente war der 15.02.2024.

Seither kamen keine Antworten mehr von Seiten des Casinos.

Die Gewinne wurden ohne aktiven Bonus gesammelt, das heißt es waren keine mir bekannten Umsetzungsbedingungen mehr zu erfüllen.

Vielen Dank für die Bearbeitung meines Anliegens,

Simon B.

Thank you very much, Simonb92, 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 to see your problem being resolved to your satisfaction in the near future.

Hello, Simonb92,

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

Dear Rarebet Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Is the casino able to substantiate its claims and decision with relevant evidence?

Does the complainant's explanation fit the data you see in the casino's system? (possible one-time IP match with another casino account, as he claimed)

From what games/types of games did the user accumulate his winnings?

If he did not use any bonus, what unfair advantage did he gain by playing in such a way - using alleged multiple accounts? It would be great to have more details regarding a breach of other of the casino's rules.

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

Thank you in advance for providing the information.

Dear Simonb92,

I am already in contact with the casino representative outside of the thread.

I asked him for additional details and supporting evidence.

I will inform you once I have any news or updates.

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 Simonb92,

I am back with hot news. It will not make you happy at all, but I am sure you know why. The casino representative explained what happened and fully supported his claims and the casino's decision with relevant evidence.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - bonus abuse/gaining an unfair advantage by playing "delayed rounds", a prohibited technique. Although your disputed winnings were accumulated with your real money deposit, somehow you forgot to mention that while playing with an active bonus, you accumulated features in one particular slot game (playing a specific number of spins of the same amount to accumulate features for each bet amount), and finished this rounds and collected the winnings after your bonus was lost, with your new real money deposit. Despite not having more evidence regarding multiple accounts and not being sure why the casino stated it also as one of the reasons for winnings confiscation, it is clear how the game and bonus were abused.

You can find the violated rules in the casino Terms and Conditions, available HERE, points 4.19, 4.20, and 12.7.

At this point, there is no need for further explanation. The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside of the thread, thanks to the Rarebet Casino Team for providing information and for their cooperation!

Best regards,

Branislav, Casino.Guru