The player from Russia had his account blocked due to accusations of opening multiple accounts. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
Bspin.io Casino - Player's account was blocked.
Amount: 2,900 ₮
Bspin.io Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good afternoon, I registered in this casino, replenished the balance in BTC, lost it, then replenished in USDT, received a 150% bonus, made a huge wager, the money became available for withdrawal. I made a withdrawal, and the next day access to my account was blocked due to:
(The reason for account blocking is the presence of multiple accounts, as well as the use of the same promotions (1st deposit, Tether Bonus) more than once (due to having more than one account).
Since I am from Russia, I used vpn to access the site. What should I do in this situation?
Automatic translation:
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1 year ago
Dear e4200909,
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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Did you previously open an account in the casino? Could you please advise if you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas. I will answer all the questions you need to explain the situation from my side. No one from my computer can register and play, only I use my computer. As for the ip, I used a VPN service to register this casino, because with my Russian ip I can’t access this site (I used to check that vpn is allowed to play on this site). If the question is whether someone with the same VPN can connect to this casino and play. I think yes, maybe someone is using the same VPN player, but email, my binance (from which I deposited), and my computer were not used before. I signed up for this casino for the first time using my email, my personal computer and making deposits from my binance account. Regarding KYC, the casino does not require any documents, they just blocked me for the reason that I copied earlier. Hope for any solution.
Automatic translation:
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1 year ago
Dear e4200909,
Could you please forward what the casino said to my email at tomas@casino.guru? Did you try to contact the casino and explain the situation? What did they reply?
Looking forward to hearing from you.
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1 year ago
Translation
Dear Tomas, I sent you all the correspondence with them.
Automatic translation:
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1 year ago
Thank you very much, e4200909, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi e4200909,
I've just reviewed your case and am sorry to hear that you have to deal with such a problem. I'll try my best to help you by contacting the casino.
Dear Bspin.io Casino team, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please share more information regarding the player's case? If we are talking about a breach of the casino's T&Cs by opening multiple accounts, I'd very much appreciate it if you could send any supporting evidence to my email address tomas.k@casino.guru
Thank you.
Kind regards,
Tomas
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1 year ago
Hi all, we hope you're doing great.
IP address is not the only thing our system checks, and there are multiple security measures in place. In this case, the breach of T&C was discovered thanks to the "Visitor ID" that is unique for each computer.
The team has gone through the logs once again, manually, and we can confirm the account has been banned due to reasons mentioned by the user "e4200909", here, in this topic.
Mr. Tomas, while we can't provide anything here, due to obvious reasons, we are more than happy to provide additional information on the "Visitor ID" and provide a screenshot from our Back Office, where the data shown is taken directly from the system itself.
If you could be so kind as to provide an email address, we will send the mentioned information to you.
Best Regards,
Bspin.io
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1 year ago
Dear Bspin.io Casino,
Sure, here is my email address: tomas.k@casino.guru
Please let me know once you have sent the information to me. Thank you.
Kind regards,
Tomas
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1 year ago
Hi Tomas, we can confirm the email was sent recently.
Best Regards,
Bspin.io
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1 year ago
Thank you, Bspin.io Casino. I can confirm I have received the information.
Dear e4200909,
I will let you know about the result of the investigation.
Kind regards,
Tomas
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1 year ago
Dear e4200909,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts.
The casino acted correctly and within its terms and conditions.
Sorry that we couldn't help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.
Thank you for using the Casino Guru complaint resolution centre.
Best regards,
Tomas
