The player from Germany had enjoyed a winning streak but was later informed that his account was banned, resulting in the withholding of his winnings due to alleged violations of terms concerning second accounts. He contested this, as one of the alleged accounts belonged to an acquaintance, and he was unaware of the other. After reviewing the evidence provided by the casino, it was found that sufficient proof supported their claim of the player's association with multiple accounts. As a result, the casino's decision to uphold the ban and withhold winnings was deemed justified, leading to the rejection of the player's complaint.
500 Casino - Player’s account has been closed, winnings confiscated.
Amount: $2,000
500 Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I played and had a lucky streak in "Gates of Olympus1000". First I won $907, I played a little longer and then I cashed out $900. I still had a little credit and carried on playing the game, a little later I won another $850, but this amount was never transferred to my casino account. I noticed that I couldn't get into any more games and contacted support. They informed me that my account was banned and my winnings would be withheld because I was violating their terms of use regarding second accounts. They gave me two email addresses that were supposed to be my accounts. One email address belongs to an acquaintance of mine (at whose house I played), he also has an account at this casino. We did not know the other email address.
Automatic translation:
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2 months ago
Dear m7gskym57r,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when exactly you created your account and when it was closed?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Hello, I opened the account 5 months ago and it was blocked on November 25, 2024.
No, I have not verified myself, but I still have access to my account.
I won my winnings without an active bonus.
Best regards
Automatic translation:
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1 month ago
Thank you very much for your reply, m7gskym57r. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 month ago
Translation
I sent them the chat via email.
Best regards
Edited
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1 month ago
Thank you very much, m7gskym57r, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello there,
Thank you m7gskym57r for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 500 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.
Thank you!
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1 month ago
Hello Peter,
The following user created multiple accounts, has used 3 accounts that we know of, the connection is in the IP addresses used as well as the Solana wallet withdrawal addresses.
The user created multiple accounts to abuse our welcome package.
Nevertheless, we permitted the user to withdraw an amount equivalent to their deposited value and we refused to pay him any further winnings due to the abuse.
Use of multiple account as well as the abuse of welcome package/bonuses are both against our Terms of Service.
Kind regards,
500 Casino
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1 month ago
Thank you for the update 500 Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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1 month ago
Hey Peter,
We have sent you an email with the necessary details.
Kind regards,
500 Casino
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1 month ago
Thank you for providing me with the evidence 500 Casino representative.
m7gskym57, after carefully reviewing the evidence provided by the casino, we find that they have presented sufficient evidence to support their claim regarding your association with multiple accounts. We strongly advise against such behaviour, as it can lead to similar disputes and account-related complications in the future.
Casinos employ advanced detection methods and monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must uphold the casino’s decision and reject your complaint. Thank you for your understanding.
Kind regards,
Peter
