The player from Austria had her account deactivated due to suspicions of multiple accounts, which were caused by her partner transferring money to her account. Despite numerous attempts to clarify, the casino had not responded to her emails. We discovered that the player's account had been funded using her partner's payment method, which was a violation of the casino's rules. The player had been unable to prove that she was the legitimate owner of the payment method. Therefore, we had been unable to assist the player in resolving the issue.
AmunRa Casino - Player's account deactivated over multiple accounts confusion.
Amount: €500
AmunRa Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Translation
My account has been deactivated because apparently there are two accounts. I don't understand because I only have one account. Unfortunately, I didn't know that my partner isn't allowed to transfer money to me, as it's prohibited. Now they think my partner has two accounts, but that's not the case. The first account I registered is mine with my account number 027, while my husband's has the account number 018. I'm not sure how many times I've already sent an email, but it has yet to be answered.
Automatic translation:
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8 months ago
Dear zenlicka23,
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.
- Do you and your partner share any of the following: household or email address, telephone number, same payment method, IP, or device?
- Have you, or your partner profited from any promotional offers?
- 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
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8 months ago
Translation
Hello, yes, I did. The payment was made from the same cell phone, but I don't understand that he accepts my identity.. and not my account.. because my husband's account was saved and not mine. I don't understand that
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8 months ago
Hi zenlicka23,
- Do I understand correctly that the deposit to your casino account was made from your partner's payment method (cell phone)?
- Do you and your partner share any of the following: household or email address, telephone number, same payment method, IP, or device?
- Have you, or your partner profited from any promotional offers?
- Was your account previously verified?
Thank you.
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8 months ago
Translation
Yes, my husband paid 100 euros into my account with my cell phone but his account was probably saved in my account, so yes, indetity was saved but my account number didn't work
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8 months ago
Hi zenlicka23,
You still haven't answered all my questions. However, it's important to note that if your partner deposited funds into your account, it is deemed a violation of one of the fundamental rules upheld by online casinos, which prohibits playing with someone else's money.
Please see the terms and conditions (here):
Furthermore, please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
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8 months ago
Translation
I'm not reading that omg something so stupid, but can I connect a new account or is it forbidden to open a new account? Email address is b***** er@gmx.c ****no
Name is Mario G***** mobile number is +43 660******054
Edited by a Casino Guru admin
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8 months ago
Hi zenlicka23,
Indeed, it's against the rules to create multiple accounts at any online casino, especially if you intend to use someone else's credentials. Considering that your casino account was knowingly funded with your partner's funds, I'm afraid we are unable to offer assistance at this time.
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.
