Hello, the problem is that I received a no deposit bonus, I made a turnover and a deposit to unblock the payment channel, then when I tried to withdraw $ 50, my account was blocked under the pretext of a multi-account, which is not true because I only had one account there. Of course, the deposit was not returned. Please help.

Dear lati85,

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 games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

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,

Kristina

Hello, thank you for contacting me. There is no way for someone from my household to create an account because I am the only one playing. I received free spins from which I earned 25 USDT and made a turnover. To make a withdrawal, I had to make a deposit to unblock the payment channel. After depositing, I won up to $50 and wanted to make a withdrawal. I asked about verification on Live chat and received an answer that there was no such need, but I sent the documents for peace of mind. After 2 days I wanted to log into the account and it was already blocked. After contacting Live chat, I received an answer that I have multiple accounts and my account was blocked and the money was confiscated after which the chat was ended. I wanted to receive more explanations but at the moment I can't even open Live chat. I also did not receive any answer to my email.

Thank you very much for your reply, lati85. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello, I sent a message to the email address provided

Thank you very much, lati85, for your cooperation. I will now transfer your complaint to my colleague Adam ([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 lati85,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ybets Casino to join the conversation and participate in the resolution of this complaint.

Dear Ybets Casino,

Can you please provide further explanation as to why the player's account has been blocked?

Kind regards,

Adam

Dear lati85 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

Hello Ybets Casino Representative,

Many thanks for your response. For us to be able to mediate the complaint effectively we need to know more details about the player's apparent use of multiple accounts. Are you able to provide any information?

Kind regards,

Adam

Dear Lati85 and Casino Guru,

Our anti-fraud team has identified clear evidence of duplicate accounts, which is strictly prohibited by our policies.

Consequently, we have blocked the account in question.

We are prepared to send all relevant evidence to the Casino Guru email.

Respectfully,

Ybets Casino Representative

Hello Ybets Casino,

Please feel free to send anything you feel relevant to my email ([email protected]) .

Kind regards,

Adam

Dear Adam,

We have sent you an email with the proofs.

Respectfully,

Ybets Casino Representative

Thank you for the information provided, Ybets Casino.

Dear Lati85,

The casino has provided evidence linking you to multiple accounts that have all claimed the same bonus.

Can you please clarify if you have used your account from a computer or a mobile device?

Kind regards,

Adam

Dear lati85,

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,
Adam
www.kpvfaw.com