Good day. I played there for over a year, there was an account in Euro currency. At some point, the balance was lost, for several months I did not play there. Then he decided to play, but the deposit money was only in US dollars. Wrote in support, asked to change the currency of the account. They said that my account in euros will be closed, I can open a new one in dollar. So did. He made a deposit of $ 900, played for several months, the balance grew to $ 3,600, he decided to withdraw a little. I ordered a payment.

And then my account was banned, attention for MULTIAACCOUNTING. The balance has been confiscated. To the question of what’s going on, you yourself have allowed me to open a new account due to a change in the currency of the account, and you yourself closed my old account, answered simply with an excerpt from the rules that they found that I had previously played with the same device and ip. Well, of course, he played, they themselves offered me to open a new account, as the only option for changing the account currency.

I sent them a screenshot of THE SAME letters saying that they close the old account and I "feel free to open new account in USD currency"

Total two options:

1) These are scammers and they specially set this trap with the opening of a new account in a different currency

2) They accidentally soldered me multiaccounting, after my letter, they realized that they were wrong, but my money warms their pocket too nicely and ...

as a result, they are all the same scammers.

He wrote a complaint to Curacao, where they were given a license, but they did not answer me.

I especially do not hope that they will return the money to me, but given that there is a case of fraud on the part of the bookmaker, with proof in the form of their own letter with permission to open a new account in another currency, I ask you to lower their rating to the minimum and add it to the blacklist so that no one else caught their bait

Добрый день. Играл там более года, был аккаунт в валюте Евро. В какой то момент баланс был проигран, несколько месяцев там не играл. Потом решил поиграть, но деньги на депозит были только в долларах США. Написал в поддержку, попросил сменить валюту счета. Сказали что мой аккаунт в евро закроют, я я могу открыть новый в долларе. Так и сделал. Внес депозит 900 долларов, играл несколько месяцев, баланс дорос до 3600 долларов, решил немного вывести. Заказал выплату. 

А дальше мой аккаунт был забанен, внимание за МУЛЬТИАККАУНТИНГ. Баланс был конфискован. На вопрос, что происходит, вы же САМИ мне разрешили открыть новый счет, по причине смены валюты счета, и сами же закрыли мой старый аккаунт, ответил просто выдержкой из правил, что они обнаружили что я ранее играл с того же устройства и айпи. Ну конечно играл, они же сами мне предложили открыть новый аккаунт, как единственный вариант смены валюты счета. 

Я им прислал скриншот ИХ ЖЕ письма где сказано что они закрывают стары счет и я "feel free to open new account in USD currency"

Итого два варинта:

1) Это мошенники и они специально расставили эту ловушку с открытием нового аккаунта в другой валюте

2) Они случайно впаяли мне мултиаккаунтинг, после моего письма, поняли что не правы, но мои деньг слишком приятно греют им карман и...

в итоге они все равно мошенники. 

 Написал жалобу на Кюрасао, где им выдали лицензию, но мне не ответили. 

 Особо не надеюсь что они мне вернут деньги, но учитывая что тут случай мошенничества со стороны букмекера, с доказательством в виде их же письма с разрешением открыть новый счет в другой валюте, прошу снизить им рейтинг до минимального и внести в блэклист, чтобы больше никто не попался на их удочку

Dear Andrii,

Thank you very much for submitting your complaint and for forwarding relevant communication. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this problem, but, before we do so, could you please advise if you have been asked to verify your new USD account? Do I understand it correctly that these two accounts haven’t been accessible simultaneously? 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

Hello.

1) Yes, I complete KYC procedure before withdrawal attempt. I was blamed in "duplicate account" on the finish of this procedure. I have sent my ID, my Visa card used for deposit, and bank statement.

2) Never have 2 active account in Babibet. Near year ago have account in Euro currency, but lose balance and dont play few month. Than I have not money in Euro on my Visa card, but have money and n USD. So in may 2020 I ask Babibet support how to change account currency. The only way was close account in Euro and open in USD. I have an email from Babibet support with title " currency change" and this email contain " your account in Euro was closed and you feel free open new one"

But it was a trap. I open new one, made deposit 900 USD , play 2 month. When my balance was 3600 USD I ask for the withdraw 1000 USD amount. Than Babibet blame me in duplicate account and confiscate all my winnings. Pleas help.

Thank you very much Andrii for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your help. Their email attached as evidence.

Hello Andrii,

I am very sorry to hear about your negative experience. I looked at your complaint and will do my best to help you. I would like to invite BABIBET Casino into this conversation. Can you please specify why you blocked player's account and cancelled his withdrawal? Thank you in advance for the reply.

Dear Andrii and CasinoGuru Representatives,

Thank you for updating the thread and letting us know about the current stage of this case.

As it stands, customer's account was tracked by our AntiFraud Department to breach our general Terms & Conditions on 06/07/2020 this month.

Following the above mentioned, there's nothing In relation to customer's previous account, later closed for changing the currency in his account, however we would like to provide with the following statement:

After finalizing the revision of your account our Anti-Fraud Department detected that your IP address is already in use by another account

You may refer to the "Personal Information and Account" section in our Terms & Conditions:

"9. Your account must be registered on your own using your correct name and personal details and it shall only be issued once by you and not duplicated through any other person, family, household, address (postal or IP), e-mail address or any environment where computers are shared (e.g. schools, workplaces, public libraries, etc.), computer (or another access device), and/or account in respect of the services. Any other accounts which you open with us or which are beneficially owned by you in relation to the services will be considered as "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so)."

You may refer to our Terms of Use here: https://www.babibet.com/pages/terms-and-conditions/

In accordance with our policy, the amount of your deposits (900 USD) has been returned to your betting account, you may request a withdrawal, and once approved - your account will be closed. 

As per the above mentioned details, customer's initial deposit is returned to his account balance and it's now available to be withdrawn.

This decision remains final and no further discussion will be made.

Kind Regards,

Babibet Team

It is not true. Never have any another account in Babibet. Only old account in Euro currency with username andrey21mf and new account in USD currency with username andrey21mf1. I am sure Babibet blame me in duplicate account by mistake, but now they dont want recognize mistake becouse consequence of this mistake ( more than 2500 usd confiscated ) look very sweet for Babibet and now Babibet imagined fake reason. My advice for Babibet - please come up ( imagine )with a more plausible reason to steal my money. If I was fraud player, why I ask you for another account??? In the case I really want made duplicate account it will be one question. For what??? I am not use any bonuses from Babibet, so it is no reason for duplicate account. It is second proof than blaming me by Babibet is fake. Absurd reason. Very weak try Babibet, very weak...

Dear Babibet Team,

Thank you for joining and explaining your side on this case. However, we would like to ask you for some evidence to prove that the player hasduplicate accounts. The player also claimed that he has one account closed due to the currency changing. You can send the evidence here: [email protected].

Best regards,

Juli

Dear CasinoGuru representatives,

Thank you for updating the case.

Additional evidence and information about customer's case will provided on Monday, since our relative department is not available right now.

Thank you for your understanding in advance!

Kind Regards,

Babibet Team

Juli ask for evidence 20.07.2020

Babibet can sent it 27.07.2020

So now we know - falsification of evidence ( I think it will be photoshoped screenshots) take at least 7 days))

Also additional question to Babibet. For what I need duplicate account, in the case I am not use Babibet bonuses? There is no ANY sense and logic in this action.

Currency changing - yes. But you say I feel free to open new account. username andrey21mf it is my old account in Euro currency. andrey21mf1 it is new account in USD. So if you blame me in duplicate account - please publicate username of my third (never exist) account. Or you just registrate this account at this moment to show Juli on monday, I am right?

Dear Andrii,

Thank you for your update.

Please note that we've already mentioned - "Following the above mentioned, there's nothing In relation to customer's previous account...."

With that being said, we would again like to inform you and the CasinoGuru representatives that our AntiFraud Department is not currently available, hence we could provide additional evidence on Monday (27/07/20).

He hope you will find this informative.

Kind Regards,

Babibet Team

In the case "  there's nothing In relation to customer's previous account" I dont understand anything

You blame me in duplicate account , but say "it is not regarding duplicate account, it is not regarding previous account"

So in what you blame me?

...After finalizing the revision of your account our Anti-Fraud Department detected that your IP address is already in use by another account...

In what account? My home IP adrress **.**.31.127  used ONLY in accounts andrey21mf(euro) and andrey21mf1(usd). It is static IP address, I use it many years, I am 100% sure no one can use it, and I am 100% sure no one in my family or friends NEVER played in Babibet ( I am sorry, but Babiet is not well known in my country, it is true)

Also sometimes I use my Babibet account on mobile device ( Macbook and iphone) but from mobile internet ( national operator Lifecell, IP addresses dynamic, but there is millions of IP adresses in this operator, they have more than 30 000 000 cients in Ukraine)

I think Babibet clients in Ukraine - maybe 100-200 person. 30 000 000 of dynamic ip addresses in Lifecell mobile. Yes, IP changed after every connection or base station changing. So maybe I use `10-20 mobile IP addresses of my mobile operator when I login Babibet from mobile devices. Ok. How many persons play in Babibet in Ukraine? Maybe 100. How many pepole from this 100 use mobile operator Lifecell? Maybe 30. How many of this people play Babibet from mobile devices? Maybe 10. So we have near 3 000 000 to 1 ( decimal odds) any other player in Ukraine use the same mobile IP address as me to login Babibet.

Do you belive in it? I am - not. I am not belive in it.

But do you believe anti-fraud departament find logins form my home IP to 2 different accounts ( andrey21mf( eur) and andrey21mf1(usd) and sent a sign to Babibet administration to confiscate 2500 USD?

I am belive.

Do you belive it was malicious action from anti-fraud departament?

I am not sure. I think it was simply mistake, becouse they dont know another departament let me permisson to open new account to change currency.

Why Babibet dont want correct this mistake? I think becouse confiscating my 2500 usd is very good for Babibet. Maybe my money was already pays as award to anti-fraud departament, I dont know.

I only know I never have third account in Babibet and never violate terms and conditions...

Dear Andrii,

Thank you for your update.

Again we would like to mention that, the account, with which your IP was matched and considered as a duplicate one, has no relation to the closed account due to currency change.

Additional evidence and information in detail will be provided in the next few days.

Kind Regards,

Babibet Team

Dear BabiBet Casino,

We would like to ask you for some evidence to prove that the player has duplicate account. Unfortunately, without supporting evidence there is not much we can do. If you will not reply withing the next week, the complaint will be unresolved and it will negatively influence the casino's rating and other players can read about player's experience in our review.

I think that everyone who follows this topic has long been obvious. Babibet was deceived by saying that they would provide their "evidence" on Monday 27.07.2020.

Already 10 days have passed since deadline and it is obvious that they simply have nothing to provide. In addition, I suggested in the previous post that they need until Monday to fabricate imaginary "evidence" in Photoshop. Apparently they read it, realized that this imaginary "evidence" will be closely watched on the subject of Photoshop. And they decided that nothing could be done. Just ignore. And keep my money.

Dear Andrii & CasinoGuru representatives,

First of all - we do apologize for the delayed response to this thread.

In regards to customer's case, we would just like to mention again that our decision stays as final and it's not a subject for further discussion.

Our AntiFraud Department works extremely privately and we think that It's unsafe to provide such information on a public forum even If the thread is set as private and all the personal and sensitive information is hidden.

Kind Regards,

Babibet Team

Dear BABIBET Casino,

Thank you for the reply. As I told you before, You can send it directly to my email address: [email protected]. Sensitive information can be blurred, thank you. 

Dear Andrii & CasinoGuru Representatives,

Thank you for updating the thread.

Again we would like to share the following statement:

• There's no relation to the customer's old account, closed afterwards because of currency change
• There's a 3rd account located with the same IP, which customer used to play on Babibet
• Our decision remains final and it's not a subject for any further discussion

We fully respect and take seriously the CasinoGuru platform, however we believe that our replies are enough for the staff and for the player to understand better the situation.

Kind Regards,

BabiBet Team

Dear Andrii,

Unfortunately, we are not able to continue resolving this case under these circumstances and I am forced to close this complaint as 'unresolved'.

I know this option won't help you to return your money, but at least closing this complaint as unresolved will have a negative influence on the casino's overall rating. Your complaint will be shown in our review of this casino, so all the other players can read about your negative experience.

Andrii, I apologize I couldn't help you to solve this problem. Thank you so much for your patience, for always keeping me informed and for providing all the supporting evidence. I really hope you won't come across a problem like this ever again.