The player from the US had denied the accusation by the online casino of creating multiple accounts. He had claimed that no one in his household or neighbors had opened an account, and his account had been verified and paid out before. However, after reviewing the evidence provided by the casino, it became clear that an additional account had been associated with the player. As a result, we had concluded that the player had violated the casino's policy of one account per person, and thus, the complaint was rejected. The casino had refunded the player's initial deposit but had refused to pay out the winnings of $350.
Casino Extreme - Player's account accused of duplicity.
Amount: $300
Casino Extreme
Safety Index:Very highSafety Index
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9.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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9 months ago
Dear vibrant39,
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?
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
Nobody in my household or neighbors opened an account. My girlfriend never has played there either.
No bonus attached to deposits.
Yes was verified and paid out before.
Thanks
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9 months ago
Thank you very much, vibrant39, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.
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9 months ago
Hello there,
Thank you vibrant39 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casino Extreme for their help in resolving this complaint. We would like to ask if you could provide us with any evidence of multiple accounts to my email. (peter.c@casino.guru)
Thank you!
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9 months ago
Thank you for the clarification Casino Extreme representative.
Dear vibrant39, along with the explanation I was also provided additional information to support these claims. As is the industry standard, players can only create one account per person, household, etc. As the information provided clearly shows an additional account with the company we are unable to assist you further in this matter. Due to that reason, your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
