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I completed the bonus wagering requirements but was accused of having multiple accounts or abusing the bonus. They did not provide any evidence that I had more than one account and blocked my withdrawal; they also removed all the bonus profits and canceled it.

I placed bets on sports betting and in the casino (Slots) to meet the bonus requirement.

I did not create any other account on this platform and had previously deposited and lost the balance.

There is no possibility of anyone else in my household having created any account.

Attached are all the screenshots with all the bets and the amount of the second deposit.

I am willing to provide any extra information to resolve my case in the best way.

The conversation with live support always ends by saying that the decision is final, they never asked me for any information, they just decided they were right and blocked my account.

Concluí os requisitos de apostas de bônus, fui acusado de ter várias contas ou estar utilizando abuso de bônus. Eles não me forneceram qualquer evidência de que eu tinha mais de uma conta e bloquearam meu saque, também removeram todo o lucro do bônus e o cancelaram.

Fiz apostas em apostas esportivas e em cassino (Slots) pra completar o requisito do bônus.

Eu não criei qualquer outra conta nessa plataforma e já havia depositado anteriormente e perdido o saldo.

Não existe qualquer possibilidade de outra pessoa em minha residência ter criado qualquer conta.

Segue todas as capturas de tela com todas as apostas e valor do segundo depósito.

Estou disposto a enviar qualquer informação extra pra resolução do meu caso da melhor forma.

A conversa com o suporte ao vivo sempre é encerrada informando que a decisão é final, nunca me pediram qualquer informação, apenas decidiram que estavam certos e bloquearam minha conta.

Dear efficazc,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with the casino.

We will contact the casino and ask for supporting evidence. However, before we proceed, could you please clarify the following points to help us better understand your situation?

• To the best of your knowledge, is there any possibility that a family member, neighbor, or anyone else may have opened an account using the same IP address, device, or email address as yours?
• Has your account already been verified by the casino in the past?

Additionally, you mentioned that you have screenshots of your bets and deposit; however, these were not attached to your complaint. Could you please forward them, along with any other relevant communication or documentation, to petronela.k@casino.guru at your earliest convenience?

Your cooperation is crucial for us to proceed with your case and mediate effectively.

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

Thank you for meeting my request.

There is no possibility of having any other account on the same ip.

I have forwarded all the screenshots in the email mentioned.

If you need any additional screenshots, I'm happy to help.

Obrigado por atender minha demanda.

Não há qualquer possibilidade de ter alguma outra conta no mesmo ip.

Encaminhei todas as capturas de tela no email mencionado.

Se precisar de qualquer captura de tela adicional, estou à disposição.

Hi efficazc,

Thank you for your reply and for providing the screenshots. I understand you completed the bonus wagering but were accused of having multiple accounts and abusing the bonus, without evidence being provided.

To help resolve this issue, could you kindly clarify the following:

• Bonus Terms: Were there any specific bonus terms or restrictions that you believe may have been misunderstood or misapplied?
• Account Access: Did you receive any notifications or warnings from the casino regarding account activity before the suspension?

Please note that if the matter becomes solely related to sports betting, we won’t be able to assist you, as we don’t handle such issues.

Looking forward to your response.

Screenshot from the player:

I've read all the terms and haven't breached any of them. Sportbet.one claims that I created more accounts to abuse the bonus and I had never used this platform before. I created an account precisely because I was looking for an alternative to the bookmaker I use, for cryptocurrencies.

There was no notification prior to the cancellation from Sportbet.one, when the bonus ended there was a normal check, which all bookmakers do and possibly they decided that because I made a profit I was abusing the bonus.

I played both sports betting and slots in the casino.

Eu li todos os termos e não infringi nenhum. A Sportbet.one afirma que eu criei mais contas pra abusar do bônus e eu nunca havia utilizado essa plataforma anteriormente. Eu criei uma conta justamente por estar buscando uma alternativa a casa de apostas que eu utilizo, por criptomoedas.

Não houve qualquer notificação anterior ao cancelamento por parte da Sportbet.one, ao finalizar o bônus houve uma checagem normal, que todas as casas de apostas fazem e possivelmente decidiram que por eu ter lucro eu estava abusando do bônus.

Minhas movimentações foram tanto em apostas esportivas e também em Slots no cassino.

Thank you very much, efficazc, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@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 there,

Thank you efficazc for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sportbet.one Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello everyone.

Dear Peter,

we sent all evidence to your email peter.c@casino.guru, as we do not want this information to be publicly available on the forum.

Thank you to the both parties for the update.

Dear Sportbet.one Casino representative, I have responded to your email requesting further clarification on the matter and I await your response. Thank you in advance!

Hi Peter,

We provided you with more information. Please take a look at the email.

Thank you for the information Sportbet.one Casino representative.

efficazc, the casino has provided me with evidence of your connection with other accounts. We advise against such behaviour as casinos have many tools to look for this activity. Due to the casino's request, we are not allowed to share any more details. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter