Betamo - my withdrawals kept getting denied due to alleged duplicate account

Ruling

Resolved - Both the submitting complainant and Betamo Casino have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Betamo kept declining my withdrawals, after asking my account to be verified, and i have sent all the documents needed. i have answered all questions. and even sent a selfie with my id, because they asked me to. after all that, they sent an email that i have a duplicate account. i did make a duplicate account, i only have 1 account and that is the one i use. i only live with my husband and 3yo son, i asked my husband if he has an account with betamo, he thought he did, but after asking betamo's live chat, they said that it was not him. his emails are not registered. i asked a cousin of mine that might have played in our home and used our wifi to play online. but she doesn't know the site. i don't know anyone that might have made an account in betamo.

they said that it could have been someone who used our wifi, and not necessarily the same device that i use. because i know i do not share my account and i never let anyone use my device to gamble.

i have asked betamo a couple of times of how to resolve this issue and what i can do to help. a name. email address of the alleged duplicate account or if they suspecting that it is me, then why won't they tell me a name? or email address. i even asked maybe they can tell me when did it last log on to the site or when was the account made. anything that will give me a clue of who could it be. but i don't get any help from them. they just keep repeating that in order to make a withdrawal, that the duplicate account needed to be verified. they said that a verification email was sent to the alleged duplicate account. i have checked all my other emails. if it were me, i would have received that, but none, i asked it to be sent again. still none. so it's definitely not me.

i don't know what to do now. because they are telling me to just wait while they wait for the duplicate account to verify.

i just asked if they have heard anything from that account after sending a verification email twice. they said they didnt receive any document as of this writing.

can you please help me?

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