The player from Portugal had her account blocked because there was a breach of terms & conditions regarding multiple accounts. Based on the evidence provided by the casino, we rejected the complaint.
5plusbet Casino - Player’s account has been blocked.
Amount: €183
5plusbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
They closed my account and just sent me an email saying that they weren't even going to answer about this matter and that the decision is made. The point is, I don't even know what they claim well.
The only thing I can see that can lead to this is that my friend played 1x on my pc. she always played in hers at her house, i always played on my pc at my house. there was only one time we were together and she played on her account on my pc. is it? but she is one person and me another. I don't understand ...
don't answer ...
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3 years ago
Dear Maria,
Thank you for submitting your complaint. I’m sorry to hear about your problem. Yes, that could be a reason to block your account. I have checked carefully the T&Cs and this is what I found https://www.5plusbet90.com/#/:
Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified in the past? Have you redeemed any promotional offers? Have you withdrawn any funds from this casino previously? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
There was no promotion.
I made several deposits and withdrawals, I never had any problems.
It is one thing for a person to have multiple accounts the other thing is different people who played on the same pc once.
Always different PC's and in different houses. We live kms away. That person just played on my pc 1x!
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3 years ago
Thank you very much, Maria, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Maria!
I will be looking at your complaint from now on. Please, let me ask you, did your friend got her account blocked as well?
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3 years ago
Translation
Yes, the account was also blocked. He also had money.
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3 years ago
Thank you for your reply, I would like to invite 5plusbet Casino to this conversation in order to help us solve your issue.
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3 years ago
Dear Maria,
Unfortunately, our rules allow you to have only one account from one PC. By registering, you accepted the terms and conditions. This is why your accounts have been blocked.
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3 years ago
Translation
Can only one person play from the same pc?
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3 years ago
Dear 5plusbet Casino representatives,
Although we completely understand the situation with duplicate accounts and we are well aware of the fact, that it is being abused in a number of cases, this case in our eyes is anything but abuse.
I strongly believe that you clearly distinguish these two accounts as not the accounts of one person, but two separate accounts used by two separate players with history of their respective IPs used to log in, with an exception of this one time as it was described by the player.
In this case I do not see any reason to block both players accounts, assuming that both of the players could undergo KYC process and be fully verified.
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3 years ago
We would like to ask 5plusbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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3 years ago
Hi,
We checked the bets of the players and revealed opposing bets from these two accounts at the same time in order to reduce the risk of losing, which is already a big violation of the terms.
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3 years ago
Dear 5plusbet Casino representatives,
I would like to ask you to provide us with any supporting evidence. You can do so by sending me an email here: 'martin.d@casino.guru'.
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3 years ago
Translation
We played at the same tables a few times. Can't we?
I'm incredulous!
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3 years ago
Hello all!
After careful examination of this case and the documents provided by 5plusbet Casino, I would like to present you our conclusion:
Since the player and his friend were playing on blackjack table, which evidence of was provided by the casino, we do not believe that these two players were able to gain any unfair advantage over the casino, since such situation is even possible on blackjack tables.
As was previously displayed, according to 5plusbet Casino's terms and conditions, the player can open account with connection to one IP address, however in this case, the player and his friend had their accounts already registered from different IP addresses and therefore, there was not any breach of the casino's terms & conditions.
We strongly believe, that both of the accounts should not be blocked and the winnings should be payed to the players.
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3 years ago
Hello Martin,
Both accounts were created from the same computer and IP address.
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3 years ago
Translation
But what's the problem with that?
After days of playing at your casino, and having liked the casino, I recommended it and it was at my home that the account was created. After that we didn't even play, my colleague went home and only later tried it out. On a different day, she came to my house and played on my pc.
Honestly, I see nothing more than an attempt to apologize everywhere because I was making some money. Nothing more than that.
It is for these and others that have already warned me that there is nothing better than the real casino, in the online always get these tricks.
It's not even for the money anymore, it's for lack of respect. The search for history that does not exist! I am one person, she is another ... The account was created in my house and days later my colleague played only once in my house.
This is a pursuit of the player, nothing more. It's just bad for you. As far as I am concerned, I will have everything to say bad about your casino. While previously he was advised by me (so much so that my colleague did the account for my opinion), at this moment I have only one thing to say.
Do what you want with the money, don't go after crap with no way to plot people.
Zero score!
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3 years ago
Dear 5plusbet Casino representatives,
To support your claim, could you please provide me with relevant documents? You can do so by sending it to the same email address as before.
Thank you.
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3 years ago
Translation
I also signed up for skrill, will skrill block us?
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3 years ago
Hello all!
According to the evidence provided by the casino, it is obvious that both players have breached the casino's terms and conditions. They indeed registered from the same IP address and logged in more than just one time.
We are rejecting this complaint as unjustified.
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