The player from Germany has been accused of opening multiple accounts and after finishing bonus wagering requirements, had her withdrawal pending. We rejected this complaint because the casino sent a proof, that the player opened multiple accounts.
Cashpot Casino - Player accused of having multiple accounts.
Amount: €800
Cashpot Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I am accused of creating player accounts where you get an info if you have an account with the casino and it is not possible ...
I turned to the live chat and it was thrown at me under all cannons. My question was how it works with the payment because I had earned 1800.00 euros and played it down to 800.00 euros so I had fulfilled the bonus condition ... after that I received an email for payment confirmation that will be available in the next 24 hours Another email and a call back will be given for data lending etc.
However, I got no message and wrote an email where I asked again how long the ect. But no feedback neither that nor the other then I tried to log in with my acc which was no longer working and again an info I should contact the chat I did that and did not get further it was written just because I won and of all places with the acc. I would be lying and then he threw me out of the chat and closed ...
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4 years ago
Dear Jessica,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for supporting evidence, but, before we do, please could answer a few questions? Was this your first request for a withdrawal? Did you complete KYC verification in the past successfully? Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
Yes, this is my first payment request
No, I should have received a call back in the next 24 hours. Of finance
Management possibly further documents where still needed for processing
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4 years ago
Thank you very much Jessica for providing all the necessary information. I will transfer now your complaint to my colleague Kristina 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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4 years ago
Hello Jessica,
Would you be so kind and let me know if there is any update before we move further with your complaint? Did you receive a phone call from the casino?
Thank you so much.
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4 years ago
Hello Jessica,
thank you for confirmation. We would like to ask Cashpot Casino to comment on this case.
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4 years ago
Hi Kristina and Jessica Kerstin Densing
We appreciate you bringing this matter to our attention.
We investigated the complaint and we can confirm that Miss Densing have had 10 accounts on Casino Cashpot, 8 of which including the account linked to this complaint were created on the 18th of February 2020. No deposits were made.
Miss Densing, created the account and claimed same bonuses. This is prohibited under the Terms and Conditions as well the bonus terms of the casino.
Section 8 of the bonus terms - The Bonus offer is only permitted once per person, household, family, household address, email address, credit card number or shared computer environment such as a library, workplace, fraternity, university or school. The casino reserves the right to void all winnings and play should this term be disregarded
Section 4.5 of the General Terms and Conditions - You may only open one Account on the Internet Site. We reserve the right to close an Account at any time and to cancel all the transactions pertaining to any Client who has registered more than one Account in his own name or under different names. We reserve the right to block regular or tournament play and/or prize distribution should any evidence of multi-accounting arise.
If you require further information, please do not hesitate to contact us.
Kind regards
Cashpot Casino
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4 years ago
Translation
I know nothing of the accounts you can compare the IP
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4 years ago
Hello Cashpot Casino,
Thank you for your reply. Could you please provide me with some kind of evidence, please? You can send it to me to my email address kristina.s@casino.guru. We need to have a proof of duplicate account in order to close this complaint. Thank you.
