The player from the US was concerned about potential identity misuse following a dispute with a casino. The casino claimed the player had multiple accounts, however, the player denied this. After investigating, we found that the player's brother had used her device to create an account at the same casino, which constituted a violation of the casino's rules against duplicate accounts. Despite the player's concerns, we were unable to assist further due to this violation. The complaint was subsequently rejected.
Brango Casino - Player's account is accused of duplication.
Amount: $50
Brango Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
They claim I have multiple accounts, which I don't. I only play the one. I don't care about the money, so I care about is that they have a copy of my identification card, front and back. Kind of convenient that everything was fine, and nothing was said until I had to send them a copy of my ID, and then issues arise. Now that they have what they need to pretend to be me.
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10 months ago
Dear mcbritt0207,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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 or using your email address?
- Were your winnings accumulated with or without an active bonus?
- 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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9 months ago
Dear mcbritt0207,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
My brother used my phone to start an account. He played it that day and said it was a waste of time and hasn't since. My account was not previously verified and yes it was with a bonus.
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9 months ago
Hi mcbritt0207,
I regret to inform you that if your brother utilized your device to create an account at the same casino, it appears as though duplicate accounts were generated by a single individual. I highly recommend refraining from such actions in the future. It's crucial to adhere to fundamental rules, such as playing with your own funds, on your personal device, and using your real identity. Unfortunately, one of these rules has been violated, and regrettably, we are unable to offer assistance in this matter.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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9 months ago
Dear mcbritt0207,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
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.
