Betsala Casino - Spielerkonto wegen Multi-Accounting gesperrt.

I registered with betsala using a new email address, forgetting that I had a previous account with a different email which had been suspended. However, betsala did not stop me from creating this new account where they did not ask for my tax ID (rut). I deposited 250,000, won 20,000, and wanted to withdraw my initial deposit. That's when I realized they were missing my tax ID, and upon entering it, it showed it was linked to another account and subsequently, my account was blocked for having more than one.

I explained to them that this mistake was unintentional. I understand the multi-account policies to prevent unethical practices, but I did not accept any bonus, and I did not take advantage of having 2 accounts - in fact, the first one was suspended. If they had asked for my tax ID upfront, I wouldn't have made the deposit. Now, my account is blocked and also, my money from the initial deposit is stuck within, which is what I want them to refund me.

Me registre con betsala con un correo nuevo que tenia, y no me acordaba que tenia otra cuenta anterior con otro correo que la tenia suspendida. Sin embargo betsala no me impidio genera esta nueva cuenta donde no me piden el rut. Hago mi deposito de 250.000 gano 20.000 y quiero retirar mi primer deposito. Ahi me doy cuenta que falta mi ruy y al ponerlo sale que esta asociado a otra cuenta, y luego me bloquean la cuenta por tener más de una.

Yo les explico que este error fue involuntario, entiendo las politicas de multicuentas para evitar malas practicas, pero yo no acepte ningun bono, y no hice ningun aprovechamiento de 2 cuentas es mas la primera estaba suspendida. Y si me piden el rut antes no hubiese hecho el deposito. Ahora tengo la cuenta bloqueada y ademas con mi dinero adentro del primer deposito que es lo que quiero que me devuelvan

Hello IvanIgnacio18,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Betsala Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was your first account suspended? Do I understand it correctly that you did not use any bonus on either of the accounts? Was your first account ever verified? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello ! Thanks for answering,

I think it was suspended at the end of January, no, I don't usually use bonuses, I almost always play the same thing, the first one was verified but I think it's somewhat misleading that when I opened it with another email it didn't ask me for ID to realize right there since I had an account.

I have been talking to them until yesterday, the first chats did not give me any solution only that my account was going to be blocked and the money withheld. Currently, after so much insistence, they tell me that they raised the issue with the corresponding area but I still have no response. I attach details of the conversations.

I have spoken to several people in the online chat and most of the time they cut me off or tell me that they are sorry but they can't refund the money, or they say that the issue was raised with the area in charge.

I understand that they only thought about opening the first account for me but it doesn't work for me, my money is in the second one that I opened without bad intentions, just because I didn't remember having another account.

Thanks for answering, I look forward to any other questions!

Hola ! Gracias por responder,

creo que se suspendió a finales de enero, no no suelo utilizar bonos, juego casi siempre lo mismo, la primera si se verificó pero creo medio engañoso que al abrirla con otro correo no me pidiera rut para percatarme ahí mismo ya que tenía una cuenta.

he estado hablado con ellos hasta ayer, los primeros chat no me dieron ninguna solución solo que mi cuenta iba a se bloqueada y el dinero reteñido. Actualmente luego de tanta insistencia me dicen que levantaron el tema con el area correspondiente pero aún no tengo respuesta. Te adjunto detalles de las conversaciones .

he hablado con varias personas en el chat online y la mayor parte de las veces me cortan la conversación o me dicen que lo lamentan pero no me pueden devolver el dinero, o dicen que se levanto el tema con el area encargada.

Entiendo que sólo han pensado abrirme la primera cuenta pero no me sirve, mi dinero está en la segunda que abrí sin malas intenciones, sólo porque no me acordaba tener otra cuenta.

Gracias por responder quedo atento a cualquier otra pregunta !

Dear All,

I update you that after several days messaging me with betsala they agreed to my request and resolved the case. I thank betsala although at first they were very firm in their position, it must be because there are a lot of players taking advantage out there, but after all the evidence they closed my account and deposited everything to me at the first time to be able to generate the withdrawal. So I'm grateful.

thanks also casino guru

Estimados,

les actualizo que después de varios días mensajeándome con betsala accedieron a mi solicitud resolviendo el caso. Agradezco a betsala aunque en un principio fueron muy firmes en su postura debe ser porque hay mucho jugador sacando provecho por ahi, pero luego de toda la evidencia me cerraron una cuenta y me depositaron toda a la primera para poder generar el retiro. Así que estoy agradecido.

gracias de igual forma gurú casino

Dear IvanIgnacio18,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru