The player from Germany has been accused of opening multiple accounts. We ended up rejecting the complaint because it was not justified.
Big5Casino - Player has been accused of opening multiple accounts.
Amount: €5,000
Big5Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Good evening.
I had a profit of almost € 15,000 at Casino Big 5, where I've been playing for a few years and paid out once.
I wanted to withdraw it when I had to verify my account again. Something was always wrong and I always received a message the following day.
Then I submitted all the documents according to the regulations, which has still not been confirmed to me for 3 weeks.
I have 5000 € in the payout, downplayed the rest.
Now today I wanted to see what it looks like and noticed that my account is blocked.
contacted livechat and said they had multiple accounts ..
Total nonsense! You didn't tell me which one should be my other account, or or or!
Maybe my wife still has an account, I can't say.
However, the whole story is really strange and it smells like a scam!
I saved all the transcript etc.
Automatic translation:
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3 years ago
Dear Daniel18,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.big5casino.com/en/terms:
"Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.
In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.
In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts."
Could you please advise how long ago you have registered your account and if it were fully verified in the past? Have you accumulated your winnings with or without any active bonus? 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?
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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3 years ago
Translation
Thanks for editing and help!
I registered the account almost 2 years ago.
It has also been fully checked once, and payments have also been made.
Won without bonus, the bonus condition thing I ever fell for and have lost € 20,000 🙁
It could be that my ex-wife has an account there, but we don't live together or anything like that.
I don't understand that my account, which was always used to deposit, is blocked after such a long time.
I mean, what can I change if someone should create another account, then this would have to be blocked and not my verified and existing account!
Assuming I knew that person A had won something today, then I could create a "fake account" in the name of person A, and that account would be blocked ?!
Paradox...
I hope you can help me.
Automatic translation:
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3 years ago
Thank you very much, Daniel, for providing all the necessary information. 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.
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3 years ago
Hi Daniel,
I looked at your case and understand the situation. Since there was a breach of the "multi-accounting" rule (Each Player is allowed to open only one Account per person, family, household, IP address and email address.) I can't guarantee you a positive outcome. However, I will contact the casino and see if I can help. I would like to invite Big5 Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Translation
Hello and thanks.
Yes, but there is no second player because of the ip or the household!
Due to my years of playing in this casino, there should at least be an accommodating agreement that is acceptable to both sides.
Edited
Automatic translation:
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3 years ago
We would like to ask 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.
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3 years ago
Hi Daniel,
There is a new contact person in the casino. They contacted me today and should reply here soon.
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3 years ago
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, both 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 proofs from our system has been shared with CasinoGuru complaints team to support above claims and we will be awaiting the resolution here.
Kind regards,
Big5Casino Complaints team
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3 years ago
Translation
Good evening.
yes, I received exactly this information from you by email.
I have written no further accounts as I have written several times ...
the bold thing is as long as you pay in, don't your systems check whether there is a violation?
only if you want to pay out, please do not want to tell me
Automatic translation:
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3 years ago
Thank you Big5 team for the email.
Dear Daniel,
I received an email from the casino. Unfortunately, the evidence provided does support the casino's claims of multiple accounts and a connection to other accounts. If your wife has an account in the casino too (as you mentioned above), it is already a violation of the casino's T&Cs. I'm afraid I can't help you in this case. I can only recommend you to avoid registering in the same casinos with your wife and/or friends in the future. If you are still convinced the truth is on your side, you can contact the Malta gaming authority here: https://www.mga.org.mt/support/online-gaming-support/
I wish I could be of more help.
Best regards,
Peter
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