18Bet - won't pay my winnings

Hi again sabrina19851,

Firstly - I've checked your email address against our inbox and we have not received any emails from or associated with your email account prior to your account registration early today.

As with your other complaint I'm going to need your username and email address at 18Bet casino and for you to forward on any correspondence with the casino to [email protected]

I will say that the fact that you're submitting two complaints related to self-exclusions at the same time is very concerning to me, especially as they both seem to relate to multiple accounts across related casinos. It a fairly common fraudulent practice for unscrupulous players to open one account, arrange to be self-excluded then look for ways to register a second account without getting flagged. This allows the person to claim winnings and demand that losses be refunded and makes these self exclusion cases exceptionally difficult to manage.

While I'll be happy to review these cases for you, I will state in advance that if I have any reason to believe that this has been the case both complaints will be closed.

ThePOGG

Hi sabrina19851,

I can't do anything to help you before you provide the relevant details to locate your account.

Please forward them asap.

Thanks,

ThePOGG

Hello

I have sent the username and email to your email.

Woth 18bet i have never opened. Any accounts with them. I was never self excluded from their website.it was only one account.

When i asked them to give me details of any other account i have , they replied that it was the IP. And they are not allowed to give me any details.

And for the superlenny complaint.i was self excluded from their sister casino.i did not know they werr the dame company. Do they did not honour the self exclusion system as it is there to help gamblers and flag them,and i even asked them to self exclude me in one of the emails but they reopened my account instead and did not self exclude me.

Hi sabrina19851,

Just to keep you informed, I am currently discussing this issue with 18Bet and will revert to you when I have more information.

Thanks,

ThePOGG

Hi sabrina19851,

I've had a full report sent through from 18Bet casino and in this case I have no choice but to support the position that 18Bet have taken.

Your IP address changed several times over the course of your play within the casino. That is unusual in itself, but not by any means damning. However, it was the last IP address you used - the one the casino provided to you over email - that matched the IP address used by several other account. At the point where you were using an IP address shared with other players you were in clear breach of 18Bet terms and conditions. As such the casino have refunded the deposits made from the point of the breach on and have closed your account.

The casino have followed fair and ethical behaviour in this case and as such I will be marking this complaint as 'Found for the Casino'.

I'm still looking into your issue with Super Lenny.

ThePOGG

Thank you for the response.

If this is the case with then. Why they did not send me all my deposits.

They said that they will not send any deposits that i lost in the casino but they sent the other winning deposits. They should send me all my deposits

Regards

Hi sabrina19851,

The returned deposits made after you breached terms and conditions. Before this point - as you hadn't broken the rules - if you'd won you would have been paid. There's no reason to return fund from deposits made prior to this point.

ThePOGG

No they sent me the deposits that i had won with and the winnings was refused to withdraw.but they did not send me the deposits made in the same day with the same account with the same phone i was plying with because they said that them deposits were lost with bets.

Alao why they were sending me emails with promotions ans still sending me if i'm beaching their t&cs.

I only had one account with them.

Regards

Hi sabrina19851,

This complaint has been closed and after this response I'm not going to spend any further time on it. Nor will I allow any further comments.

Your last statement simply isn't true. I have screen shots of your account history showing the deposits you made and the IP addresses you logged in from. The 4 deposits made across the 8th and the 11th of August - the point where breach of terms occurred are the 4 that were refunded. Nothing before this point is due to you as you had not breached the terms prior to this.

If you're unhappy with this decision feel free to take it to 18Bet's regulatory authority in Curacao (http://thepogg.com/authority/curacao-egaming/) but I will play no further part in the representation of your case here.

ThePOGG