The player from Germany has been accused of opening multiple accounts, but he isn’t aware of it. We ended up rejecting the complaint because it was not justified.
Casinia Casino - Player has been accused of opening multiple accounts.
Amount: €500
Casinia Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello, I deposited € 25 at Casinia with a 100% bonus and unlocked the bonus plus won € 500.
I wanted to have the 500 € paid out to me when it started with the documents I had to send documents to the casino again for 1.5 weeks, I even had to take a picture of my ID card in my hand (readable of course) and in the background the Casinia website can be opened via the computer (clearly visible of course) !!! I fulfilled everything and after the whole theater it was suddenly said that I would have deleted two accounts immediately to my emails no longer responded and one day later transferred my 25 € deposit back to me! Sorry, but I've never felt so left treated like at Casinia! I have never registered twice in the same casino and I think it's a cheek that Casinia claims that and has not even provided a receipt or other evidence!
For me this is an absolute fraud! Last weekend my girlfriend made a stupid deposit at Casinia and when I told her that the casino was that didn't give me my money, she tried to withdraw her € 20 deposit straight away.
So far she has had discussions with Casinia and has not yet received her money even though it is her paid-in money!
What else can you say ?!
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4 years ago
Dear Patrix111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://casinia.com/en/rules) and I found this:
„3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were withdrawn from the Duplicate Account, these will be lost and the Casino retains the right to ask for the return of those assets. Casinia reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation."
In your message you are mentioning your girlfriend. Does she have an account at the Casinia Casino too? Did she use the same address to create her account and/or the same IP address while playing? There is a chance, that the casino evaluated these two accounts as duplicates.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Translation
Hello, first of all, thank you for trying to clear the case through Haupt.
My girlfriend met on September 3rd. Made an account at Casinia and it may well be that we both "had the same IP" on the same WLAN. We are both not sure whether we gambled over WiFi or cell phone network. Because we never play via WLAN at the same time, both can be possible.
Unfortunately, it is no longer comprehensible ...
That means in plain language that I was punished "500 € deleted" because my friend, as a PAYING customer, also registered to play there.
Terms and conditions or not that's just not a rip off anymore!
I don't want to know how much money Casinia earns by erasing the customers' profits !?
Good scam ...
No fair play for me SORRY
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4 years ago
Patrix111, that could be a problem, especially in case you both redeemed the same bonus from the same IP (there is a good chance, that this was the case) and we cannot guarantee you a positive outcome. I will now transfer your complaint to my colleague Peter who will be at your assistance.
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4 years ago
Hi Patrix111,
I'm taking over your complaint. I will contact the casino and see if I can help.
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4 years ago
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Hello Peter, thank you very much for your help ...
Greetings Patrick
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4 years ago
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And of course many thanks to Kristina for the effort to help me ...
👍👍👍
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4 years ago
Dear Customer,
We would like to kindly inform you, that after the thorough check, your account was recognised as a duplicate account by our Security Department. In accordance with the Terms&Conditions of our website, this is a direct violation of the point 3.3, namely:
"3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts." In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were withdrawn from the Duplicate Account, these will be lost and the Casino retains the right to ask for the return of those assets. Casinia reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotion, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation."
Taking into consideration this direct breach of our rules, our Administration decided to close your account and to return your last deposit in the amount of 25 euro to your payment system. The deposit has already been paid to you.
This decision is final and non-negotiable. Our administration wishes you all the best in your future activities.
Best regards,
Casinia.com Administration
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4 years ago
Translation
Hello again, at the end I just have to say that this is a great trick of the casinos to not have to pay out tons of winnings!
It would be normal and fair if you were told that before you deposit and not only after you have gambled for hours and finally won amount x and you are looking forward to it.
It's absolutely not customer-friendly!
And just like in this case of me, I'm being punished for my girlfriend, as a paying customer, having gambled with the same IP address as me, I think MORE THAN JUST UNFAIR !!!
So in the future play my girlfriend and I only network via their own mobile phone that such things can not happen again and the next win 500euro hopefully on my account ... land, 🙂
Good luck to everyone playing
Greetings Pat ...
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4 years ago
Thank you Casinia team for the reply.
Dear Patrick,
Unfortunately, if you and your girlfriend played in the casino from the same IP address, there is not much we can do. This or a similar rule can be found in most casinos' T&Cs. I can only recommend you to avoid this in the future.
Best regards,
Peter
