CLOSED: [due to the submitter's inactivity]: Betflare - No Payment Issue

Account Closed After Deposits: System Error, Auto-exclusion of Bruno Misapplied to My Girlfriend’s Legitimate Account” I am warning everyone: Betflare is NOT a trustworthy casino. Here’s what happened: I, **Jéssica opened an account (username: BVERISSIMO1789) with MY OWN personal details – full name, date of birth, address, phone number. I deposited money, played legitimately, and won €750. But then something shocking happened: when I checked my profile details, they had been CHANGED internally to show the details of my boyfriend, Bruno. Bruno is permanently self-excluded and cannot deposit or play. Yet somehow, Betflare’s system allowed deposits on this new account and then used his exclusion as an excuse to block withdrawals. This is manipulation of account data by the operator. They are applying “duplicate account” rules where they clearly don’t apply. - If this account was really Bruno’s, no deposits should have been possible. - It was opened in MY name, with MY details. - Only after I won did they suddenly treat it as Bruno’s account. This is unfair, abusive, and a violation of their own Terms and Conditions. Section 5 requires they give the chance to verify the identity of the rightful account holder – ME. Section 10.4 says they must honor contractual obligations already made to the user. Instead, they confiscated my balance and refuse to reply to emails. I am demanding the chance to properly verify the account in my name, **Jéssica Vivas**, and to release my legitimate balance. Everyone should be warned: Betflare manipulates accounts and blocks users without valid reasons. They take your deposits, let you play, and then invent excuses not to pay out. This is a serious breach of trust and I will escalate this to every regulator and complaints platform until justice is done. — Jéssica

Disputed amount: 750€

Casino: Betflare

Case #: 3548

Hi Bruno Verissimo,

Thank you for taking the time to share your experience with the LCB members and for sharing the screenshot with us.

We can clearly see that the registration was made using the email address b*****9@gmail.com, which is connected to your boyfriend. This means that when the account was created, it was registered with his email and details.

According to the casino’s Terms & Conditions:
“If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years.”

Could you please confirm how long your boyfriend chose to be self-excluded?

Since his email was already used, it is possible that the casino treated this as creating a new account during self-exclusion. As their Terms also state:
“During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.”

We completely understand this situation is frustrating, and that’s why it’s very important to clarify these details together, so we can address the complaint in the best possible way.

Hi Bruno Verissimo,

Could you please let us know if you still need our assistance?

Hi Bruno Verissimo,

Since it's been 48 hours and we haven't heard back from the member, we will mark case #3548 as CLOSED due to the submitter's inactivity.

However, if you still need our assistance, please let us know via personal message, and we will reopen the case.