500 Casino - Casino confiscated player's winnings over multiple accounts claim.

Hello, good afternoon, the casino has confiscated 2700 euros that I won fair and square because I opened more than one account with them. Interestingly, they only block me when I start winning money. Best regards.

Dear loquitoo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, first of all, thank you for attending to my case, as I said in the complaint, it is true that I opened more than one account but only with the intention of not waiting the 3 months of self-exclusion (according to how I excluded myself, the truth is that I regretted it ) and does not stop, according to them, from circumventing betting limits that I did not even know about nor did they inform me about. The issue is that I have spent months with several accounts making deposits in them and there was no problem, the problem is when I have already earned 2700 euros, that is when they decided to block all my accounts and confiscate the 2700 euros. I think it is an abuse that while you lose money with them there is no problem with having several accounts and when you win they block them and steal the money earned cleanly, the winnings were without bonus and the kyc passed without problems, thank you

Thanks, loquitoo, for clearing things up. Just so you're aware, if you intentionally created multiple accounts without confirming it's allowed by the casino or without attempting to reopen your initial account, our options are limited.

• Can you shed light on why your first account was excluded for a specific duration?
• Did you use the same personal details for both accounts?

Hello, it was due to a self-exclusion period that I put myself, I did try to reopen but it was impossible, I had to wait 3 months, and yes, I only use my data for the accounts.

I understand that the casino does not allow multi-accounts (I think they do not allow it according to them), my complaint is that, although I did not ask about this, it has been allowed for many months, as you have seen in the screenshots (I sent them to you by email). , while I have lost or have not won much and when I have already won something more, all of them are blocked and my money is confiscated.

Thank you so much

Hello, and another issue in the event that they refuse to return the profits to me, is that they admit that if they had confiscated the deposits from the 2700 euros account, it would be excessive, well, from the other accounts where I have deposited they do not want to not even hear about your refund, I understand that what is valid for one is valid for all and we would have to look one by one to determine which I have the right to a refund, thank you very much

Hello, can you tell me if there is any news? The casino flatly refuses everything, not even returning the deposits from the other corresponding accounts, I insist on the bad faith of the casino to confiscate me only when I win the largest amount, greetings

From the corresponding accountS? Could you please advise how many accounts did you create?

Hello, well, I opened 9 accounts, some of which I sent you the deposit history during this year, as I told you, I was excluding myself when I lost but since I regretted it and I didn't want to wait the 3 months, I opened more and more seeing that they didn't put any problem, greetings

Understood. I regret to inform you that if you deliberately and knowingly created multiple accounts without obtaining prior approval from the casino, we are unable to provide assistance. While we are committed to assisting players who inadvertently created multiple accounts or if various family members opened accounts from a single household, creating nine accounts simply because previous ones were blocked for a specific duration is beyond our scope of support. It appears that you were aware of violating a fundamental rule when establishing those additional accounts, and I strongly advise against such actions in the future.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.