The player from Germany has been accused of opening multiple accounts. We ended up rejecting the complaint because it was not justified.
Account (verified) was closed after a withdrawal request and the payment was refused. Reason: multiple accounts.
but since I don't have multiple accounts, I don't understand.
Dear Stepman,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
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? Have you redeemed any promotional offers in this casino in the past?
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
Dear Stepman,
I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the requested information is essential if we wish to proceed with the case.
It is possible that you have made an account via my internet connection.
Do I understand correctly that there’s a possibility that someone else has opened an account from the same IP address as yours? Could you please advise if you have accumulated your winnings with active bonus? Thank you in advance.
It is possible that a friend has opened an account via my IP. But is not sure.
The win is not a bonus. I've already deposited several hundred euros there. Account was blocked after withdrawal request.
Thank you very much, Stepman, for your reply. I will now transfer your complaint to my colleague Peter 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.
Hi Stephan,
I looked at your case and understand the situation. I will contact the casino and see what can be done.
We would like to ask the Big5 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Dear Customer,
Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.
The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47)
Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts breach occurred, all accounts have been closed from further playing in line with our general Terms and Conditions clauses (https://www.big5casino.com/en/terms; Multiple accounts, article 49).
All of the proof from our system has been shared with Casino Guru compliance team.
Sincerely,
Big5Casino Complaints team
Really great. You pay in several hundred euros, and if you want to withdraw, the account is blocked.
I would then have liked to refund my deposits.
Because this is definitely a scam. When making deposits, it is not checked whether someone has multiple accounts. But when you want to pay out your winnings, which you are really happy about. The account is simply blocked with a flimsy claim.
Thank you Big5 team for the reply and evidence.
Dear Stephan,
The casino sent me evidence suggesting there is a connection to several other accounts. I'm afraid I can't help you with this one. If you are still convinced that the casino's decision was not correct, I recommend you to turn to the MGA for help (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.
Best regards,
Peter