Casino Kingdom - Player has been accused of opening multiple accounts.

This casino confiscated my winnings email me once saying they are confiscating my winnings due to multiple account.thats not true I only have one casino account with them and only claimed the bonus once.i have tried emailing them numerous times but no response have tried resolver but still nothing

Dear Robert,

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? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

that is not true i only have 1 account with that casino and the bonus has been claimed only once i recently moved house and i signed up connected to the wifi at the new place i moved to there fore any other persons accounts linked to the i.p address wasnt to my knowledge i have only signed up once and only claimed the bonus once

Thank you very much, Robert, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Robert,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casino Kingdom's representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Kingdom Team,

Could you please clarify the player's situation in more detail from your point of view? If we are talking about a breach of the casino's terms and conditions, can you please substantiate it with the necessary data/documents?

You can send them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi there

I can confirm this player has 2 accounts at Casino Kingdom.

The first account was created 21/02/2022. Sign up bonus was claimed on the same day.

The second account was created 05/04/2022. Sign up bonus claimed the same day.

All of the details on the accounts are identical except the email address.

I can also confirm that the player logged into the original account on the 12th April from the same IP address used to log into the second account (last login 7th April).

If the player emails risk management and asks for a list of their casino kingdom account numbers, they will be provided, however since they logged into both accounts in April I would assume they already have that list.

Please let me know if you require any further information.

Cheers

That is not correct. You're saying I open to accounts with the identical details apart from the email address so please can you show me and proof of documents what email accounts it is you'referring to and I only claimed the welcome burness once neither have I climbed the 100% match brightness twice match bonus twice on any of my casino rewards accounts I have only claimed at once. This isn't right I do not have 2 accounts and I only just moved to this address multiple people coming out from here it's a boarding home so therefore I can't say I can't say I have any knowledge of who's opening a new account with any of the casino rewards casinos I know I have opened one and only claimed the welcome 100% match Burns once is my 1st opened it and claimed the 40 free spends for $1 deposit separately separately after that the next barnas was the welcome brightness of a 100% match pinus that is what I claimed and have only claimed at once that is what the money the winning's come from

A casino has shown me no proof of these accusations accusations nor have they told me which email address apparently it is that it's registered too for this other account in my details so if the casino can please show documents showing proof of what they are saying please

Dear Casino Kingdom Team,

Could you please provide me with the following data?

• Accounts personal details - for both connected accounts, with the dates of registration and with IDs/players' account names clearly visible
• Transaction history/parts of transaction history - from both accounts, we are interested in the information that the same bonus offer was redeemed by these accounts
• IP matches from which accounts were logged in to the casino, and if it is possible - also with dates/times

My email address was already mentioned above, in my previous post.

I am aware of the difficulty of my request, but providing these data should move the case significantly forward.

Email sent.

I HAVE NOT RECEIVED ANY EMAILS FROM THE CASINO AT ALL NO DOCUMENTATION SUPPORTING THERE ALLEGATIONS

The email was sent to me, robert23. Please, stay patient.

Dear Casino Kingdom Team,

I replied to your email a while ago and I am waiting for additional information. Unfortunately, we consider the provided evidence in this current form insufficient.

ok sorry thought that was for me so the casino hasn't provided you with substantial documents supporting there ALLEGATIONS

Dear robert23,

I have reviewed all the information and details provided by the casino. Those support the allegations from multiple accounts using. I would like to summarize it and ask you a few questions.

Although the first account was probably not verified, the same personal details were used upon registration in the connected casino accounts (except email address), and the same payment method was used for deposits in both accounts. Not just the same type of payment method was used, but exactly the same payment method. Moreover, the same welcome bonus offer was used by both accounts. It means the casino's Terms and Conditions were breached.

Can you please explain how is it possible a different casino account used your personal data and your payment method details without your knowledge?

Based on the information given above by the casino's representative and the fact that I cannot share the provided data due to a strict casino's internal policy, could you please contact the casino's management and request the necessary data from them? They should be able to provide you with the details. Then, I would highly appreciate it if you can share the details with us. My email was already mentioned in my first post.

so does that mean i do not get anythink i have won

Dear robert23,

You have not answered the question from my previous post. Can you please answer it?

the casino won't reply to me and i did not claim the bonus twice

Robert I can see you initiated a chat with support on the 5th of May where you asked for the account number of the other account and they gave it to you. Pasted from that chat with account number partially removed.

[21:36:25] Robert: for account RCKMRXXXXXX7996

[21:36:40] Robert: this is the only account i opened

[21:37:12] Marija: I can see here that you received an email by our risk management team in regards to the account Robert, have you looked into that?

[21:38:46] Robert: yes i have and i havnt received any documents of proof of this other account they are referring to

[21:39:42] Marija: I can instantly see this account: RCKMRXXXXXX5434 that is a duplicate account

i did not make the duplicate account and i didnt claim the welcome bonus on both account so what date/time/ip address /deposit method was used to claim the 100%match bonus on both accounts please?

All of that info has already been posted above. As mentioned, everything is identical on both accounts except email address.

you have said that but u havnt sent through the dates of the transaction and times that the 100%match bonus was claimed as i will have bank statements to match it if thats the case

You can reply to risk management if you would like more information about your transactions. I cannot post any further information here.

i have asked them and no response

The last email that I can see from you is on 5th May to support. Last email sent from you to risk management is 18th April.

Edited to add - I can see that the email thread to risk management has them quoting the account numbers, and gave you the dates they were both created and claimed the welcome bonus. This email was sent to you on 12th April. So you already have their response with the information you require.

i have emailed again and no reply also i only opened 1 account and verified only 1 account i

no i havnt been given the date and time of the transactions of deposits because if your saying i deposited twice to claim the welcome bonus and used the same method i would have banking transactions 2 match it

also the winnings arnt from the $1 deposit that claimed the spins bonus

Greetings all,

Dear robert23,

These are the data the casino representative already sent us above:

"The first account was created 21/02/2022. Sign up bonus was claimed on the same day.

The second account was created 05/04/2022. Sign up bonus claimed the same day."

It is easy to check it in your bank account transaction history.

However, it is worth mentioning that in the case of multiple accounts used, you were not eligible to claim the 1st Welcome bonus on the second casino account. It does not matter if the winnings were obtained from other bonuses. If you were not eligible to claim the 1st deposit bonus (1 per user), you were not eligible neither to claim any other bonus following the 1st Welcome bonus.

Could you please provide me with the transaction history from the payment method used for depositing to the casino for February - April 2022? My email was mentioned in my first post.

have emailed you

the account that is verified and used the most is the account i opened i never opend 2 accounts

It does not mean that we do not talk about multiple accounts using if the first account was not fully verified.

What do you mean by "used the most", please?

And also I have to repeat my question above:

"Can you please explain how is it possible a different casino account used your personal data and your payment method details without your knowledge?"

I have not received your email, yet. Please try to resend it. This is my email address: "branislav.b@casino.guru".

hi casino rewards has many accounts i have one with casino kingdom captain cooks zodiac casino classic mondial grand tiger so some how they have confused that for multiple accounts as i do not have 2 accounts

Dear robert23,

Thank you for your email. However, you did not send me the data that I requested.

Could you please send me the transaction history from the payment method used for depositing to the casino for February - April 2022? It would be good to have a complete bank transaction history for entire months and in .pdf format (official bank statement). I cannot even see the deposit made through your second account in the pictures you sent me.

We are talking about multiple accounts in the Casino Kingdom, not other casinos.

I am looking forward to receiving the necessary data and also I am still waiting for an answer to the question above, which you avoided answering again.

Please note that if you are unwilling to cooperate and answer questions, there is nothing we can do to help you and we will be forced to reject your complaint.

sorry have been extremely busy family emergency.you cant see it because there is no transaction for that second account i sent u screenshots of my banking history for both months you can see the deposit for my 7996 account that i open and deposited into thats the only deposit into only 1 account

Hello, robert23,

Please read my previous post again and let me know if you are able to provide me with the requested data/documents.

I wrote about 3 months, February - April (February, March, and April) and a complete bank transaction history in .pdf format. Moreover, as I know, you did more deposits with your second account (7996). I wrote about this account. I cannot see a payment of $1NZD there at all.

Thank you for your understanding.

Dear robert23,

Please, comment on the complaint, especially on my previous post. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Also, I am asking the same question again:

"Can you please explain how is it possible a different casino account used your personal data and your payment method details without your knowledge?"

The question relates to only one casino - Casino Kingdom. Please note this is the last time I am asking for the necessary data and a reasonable answer to the question above. If I am not provided with the needed data and information, I am afraid I will be forced to reject the complaint.

Thank you for your understanding. We are looking forward to hearing from you.

i am signed up with several different casinos,to the best of my knowledge i hav not signed up twice on the same casino.can i giv use authority to access any or all of my data that use may need to review.sorry4late teply had a family grievance

Alright, and are you please able to provide me with the requested data?

I mean an official complete bank transaction history in .pdf format according to the above-mentioned requirements. It would be also great to see a bank account number with your personal data in the bank statement and a connection between the card used for deposits and the bank account.

Looking forward to hearing from you soon.

i can giv u my username and password so u kn review my transactions. i dont know how to get the data yr referring to..my username is A******3 AND PASSWORD IS N********6

asb is my bank

I am really sorry, but I am not allowed to provide any action regarding your Internet Banking, either to use your credentials or review your bank account.

Please, send me the requested data. This I found on one of the screenshots you previously sent me:

We need the complete bank account transaction history for February, March and April 2022. It has to contain all transactions made by the card ending 0153 and/or all transactions/payments made by this bank account. Export the data as a PDF document, or ask your bank to create the requested statement for you, and send me the file(s) to branislav.b@casino.guru.

In the future and for security reasons, I recommend that you do not share your bank account/IB login information with any third party, nor with your bank.

Please note this is the last time I am asking for the necessary data. In case you fail to provide me with them, the complaint will be closed according to the available information.

Thank you very much for your understanding.

Dear robert23,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide us with the necessary information and data in the given time frame, the complaint will be rejected.

Looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the complaint will be reopened only after providing us with the requested data/documents.

Thank you very much, Casino Kingdom Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru