Casino Classic - Player's account has been blocked.

i won and withdraw 2050$ and i still have couple hundreds in my account which i didn’t withdraw, it was march 3 ,2022 if i’m not mistaken,while my withdrawal was on process , i waited and continued playing,suddenly to my surprised , i cant access my account anymore,then casino rewards risk management department emailed me, and for the record it was. Their first and probably last email for me, they never reached out nor answered my emails until this very moment. and said, i cant withdraw my winnings due to multiple accnts, i was shocked because as far as i know its ok to have multiple accnts in casino rewards, i have couple friends have multiple accnts from them , but why they got there winnings if they won, been while already i won small amount in luxury casino w/c is also a member of casino rewards and i have multiple accnts on them, but still i’ve got my winnings. Casino rewards they even send a monthly news letter that shows all your accnts in their casinos , never stated in that email that i cant have multiple accnts, and if i inquire something to their costumer support agents, after asking my personal info. Next they asked which account i’m referring and showed me a lists of my accnts, which they never said i’m not allowed to have multiple accnts , theres one of their terms which i’ll attach the photo,in #3 its about match bonuses, it stated their that if you have multiple accnts in casino rewards, you can use this offer only to one of your accnts,its obvious theres no problem from them if a person have multiple accnts,what was frustrating is the risk management department which is incharge of this kind of concern, never reached out to me, never answered my emails,no further explanation, no one assisted me in my query and its been awhile until now didnt received any reply from them.. please help me and thank you so much, i ‘ll appreciate every help you will do in my behalf.

sincerely,

harvey Oco

Dear Missyace124,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that the casino blocked your account because you have accounts in other sister casinos?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

hi ms.Kristina good morning that winnings wasn’t because of a bonus or free spins, i did deposit money and luckily kept winning , ok ms. Kristina i’ll forward the communications i had with casino rewards,our way of communicating was through email.thank you so much for spending some of your time to my concern, appreciated much.Have a great day

harvey

Hi ms. Kristina i already send the copy of my conversation with casino rewards, i’ll attach it heree as well

Thank you for your reply, Missyace124. Could you please advise if you have created more than one account at this specific casino (Casino Classic)?

I dont remember already ms kristina..quite confusing due to numbers of casinos under casino rewards , for sure i have accnts to almost all of them. I’ve been playing in casino rewards for almost 5 yrs. Plz help me to get my winnings thank u.

Hi ms. Kristina good morning,i’m just wondering if the person has multiple accnts in a particular casino, why their allowing him/her to successfully registered ,use and keep depositing any of those accnts, and if one of those accnts will win they gonna locked it and confiscate the winnings. ,other casino’s your registration will automatically unsuccessful if you do have existing accnt with them.I think there’s something wtong . But i knew some of my friends have muliple accnts in casino rewards like specifically in casino classic,zodiac etc and they successfully withdraw their winnings,and same in my experienced with luxury got my winnings.thank you and have a great day Ms. Kristina

Thank you very much Missyace124 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok ms. Kristina in your own opinion, i have a right to stand as a client of their casino’s right. Thank u, do you think ms. Kristina i have a chance to get my winnings?

Hello Missyace124,

I have reviewed your case and will be assisting you from now on. To answer your question regarding the chances of getting your winnings, all I can tell you at this point is that it will depend on a lot of different factors. Our first step will be to contact the casino and try to investigate further.

We would like to invite Casino Classic to join the conversation and to aid in the resolution of this complaint.

Casino Classic, could you please provide more information regarding the player's multiple accounts? Please feel free to forward any relevant proof to my e-mail address: adam.m@casino.guru.

Kind regards,

Adam

Ok sir tnx to your team appreciated much.

Hey there

This player has 38 accounts at Casino Classic using many different email addresses, most of which the sign up bonus has been claimed on.

It is against the terms in all of the Casino Rewards brands to have multiple player accounts/claim the sign up bonus multiple times at the same casino, and players agree to this when creating an account.

https://www.casino-classic.eu/en/terms/

5. Player's Casino account

iv. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times. 

13. General Promotion Terms and Conditions

xv. Casino Classic reserves the right to remove the sign up offer and/or any further promotions from these and/or linked accounts for any reason whatsoever with the appropriate notice, including, but not restricted to violation of promotional terms. An activity is considered to be a violation of promotional terms when it is designed to take advantage of our offers.

Violation of terms includes but is not limited to: 

a. If the Player misuses the casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the Player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the Casino.

b. Multiple account strategy / proxy account strategy

My question is, why you allow a player to successfully registered multiple accnts? Other casinos they stop it from beginning , and if we deposit some of our accounts its ok ,but if one of the accounts will win then confiscate, if i have a query even your costumer agents will ask if which of my accounts i’m referring , it means you guys are aware of the. Multiple accounts. You allowed us to deposit and play on those accounts , of course i assumed it’s allowed in your casinos ,unlike others you wont be able to successfully register if you have an existing account..so much trust in casino rewards i thought your group of casinos are the most fair , honest and reliable to their players, but maybe this is how you understand fairness, you don't treat or deal your players professionally specially if involved withdrawal of winnings , is it a professional way ,? You just emailed a player once informing his account has been locked and winnings confiscated, after that ,you wont reply or reach out ,suddenly dis appear like a ghost.you don't handle a players concern properly.

Our systems can detect some multiple accounts (if all the same details are used for example), and if you genuinely created a second account because you forgot you already had an account some time later, and kept playing there I'm sure the risk guys probably would let it go, however creating 38 different accounts at the same casino to deposit $1 to get the bonus then creating a new account with a different email address is clearly not a genuine mistake.

It is in the terms which you agreed to. You knowingly created that many accounts with different email addresses. Risk management enforced the terms. Unfortunately in this case, I can't help any further.

Dear Missyace124,

We are of the opinion that it would indeed be better to check for duplicate accounts during account creation, but we are aware that this is not currently the industry standard. While we hope that this will change in the future, if the player has obviously created many multiple accounts for the purpose of gaining an unfair advantage, the casino has every right to penalize them.

The casino has stated that you have created 38 accounts and used them to claim a bonus (that is only intended to be claimed once per player) multiple times.

Is it possible that this is the case?

Dear Casino Classic,

At which point were the multiple accounts detected? Have any of these accounts been verified and previously made withdrawals? I would like once more to ask if you could please provide us with some relevant proof of the above, please send to my email address adam.m@casino.guru.

Kind regards,

Adam

Honestly sir i cant remember because i’ve been around playing casino rewards for couple years between 3 to 5 yrs if not mistaken, particularly casino classic,zodiac,luxury,grand mondial. And i’ve won from this casino’s a number of times, i withdraw but didn’t reached to the point of closing my accnt and confiscating my winnings because in the length of processing period i already reversed my winnings, this recent winnings of mine from casino classic should be my first withdrawal , no intensions for reversing it and my luck was on my side,i’m continuously winning, and it is the biggest amount i won from them for the entire years i’ve been playing with them. But suddenly for sure they detected or noticed that i’m on the go and seems i had no planned to reversed my winnings then they decided to locked my account and confiscate my winnings.to think they said i had 38 accnts from this casino,how is it possible they didn’t noticed it from the beginning why needs to reached more than 30 accnts before the management will know? What a co incidence they just found out about my multiple accounts when i already won? But if i kept depositing my accounts they didnt see that i had multiple accounts already.38 accounts thats too much before they noticed that i have multiple accnts,i will consider if maybe on my 3rd or until my 5th account they locked it . I wont believed that at early stage they didnt know about my accounts, they knew already but still allowing me to play because i continued to deposit and played and not winning. When other online casinos will hear that it takes 38 acounts created by a player before the management detected it for sure they will laugh out loud and raised eyebrow.they aren’t in 70’s era. Obviously casino classic has an intention and not treating me fairly.

Hi sir adam, i just want to know how is my concern.. thanks and have a good day.

This player has mentioned above on more than one occasion that they have multiple accounts. I can confirm that the player has multiple accounts on many of our casinos, not just this one. When joining any casino it is the player's responsibility to read the terms they agree to. If you obtain your driver's licence, you agree to abide by the road rules. If you get fined for speeding you cannot later say that noone stopped you from speeding for example. Following the rules you agreed to is your responsibility.

No system is perfect. If a player is using different details to claim bonuses (sometimes on the same day as each other), it's possible to get around any system.

Dear Casino Classic,

You haven't answered my questions.

I appreciate that the system may not be perfect, but in order for us to be able to resolve this case, we need evidence to back up your claims against the player. While the player has stated that they may have multiple accounts, the question of when these were detected and if they have been allowed to be used for multiple deposits until the point of a win remains valid.

I ask once again, at which point were these multiple accounts detected, and have any of these accounts been verified or made a withdrawal in the past?

It's irrelevant when the accounts were detected - the player broke the terms which means their withdrawal has been confiscated.

Dear Missyace124,

The casino has provided evidence of your multiple accounts and that they have mostly been created for the sole purpose of repeatedly obtaining bonuses that are intended to be used once per player. While you are permitted to have accounts across the group of casinos you are not permitted more than one account per specific casino. This rule is clearly stated in the casino Terms and Conditions and is common in the vast majority of online casinos.

As mentioned, we are of the opinion that it would be better to take steps to prevent situations such as this by detecting multiple accounts at the point of registration. However, it is the current industry standard for these checks to be made upon processing a withdrawal, and we cannot penalize a casino for operating in this way. As you have always reversed your withdrawals and continued playing, the casino system has not detected your multiple accounts until now.

When assessing cases of multiple accounts, we try to determine if those accounts have been used by the player to obtain an unfair advantage.

As that indeed seems to be the case here, I am sorry but we will be unable to help you any further.

We will be glad to help you with any future issues, but this complaint will now be rejected.

Kind regards,

Adam