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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.

Read our Betamo Casino Review.

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?

Read the casino review

4 Responses

User icon
thepogg
February 17, 2022

Hi silent - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Firstly - the operator will not be able to disclose any information to you about an account in any name other than your own due to the GDPR. So if this other account uses a different name, they will not be able to provide you information about it.

Secondly - we will enquire with the operator about this issue, but sadly if another account has been registered from the same IP address as your own that is immediately a breach of terms. The security of your internet connection is your responsibility. As such the operator would be within their rights to consider play on your account void.

If the operator is already looking to investigate this account further, they *may* not have decided to take that action yet.

Thanks,

ThePOGG

User icon
thepogg
February 18, 2022

Hi silent,

The operator has informed us that your payment has been issued. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
silent
February 19, 2022

Hello. I would like to cancel this complaint. There is no need for this anymore. Thank you for the help.

User icon
thepogg
February 19, 2022

Hi silent,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

silent consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • BetAmo
  • Malta Gaming Authority
  • N1 Interactive Ltd

February 16, 2022

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