The player from Germany has been accused of opening multiple accounts, but she isn’t aware of it. We rejected the complaint because the casino provided evidence of multiple accounts, and the player didn't reply to the complaint.
Casino Sieger - Player has been accused of opening multiple accounts.
Amount: €700
Casino Sieger
Safety Index:Below averageSafety Index
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5.1
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
It's absolutely dubious.
I submitted all of the documents, the whole thing happened on January 8th, 2021.
Then you didn't hear from the support for days, then an email came again, this and that would still be missing, which would actually be irrelevant for the review, I still sent everything, wait again. Despite multiple letters, nothing came.
Today my account was blocked, allegedly I had several accounts with different IP addresses, which is not true, and I lost 700 euros. They let people win and avoid paying out winnings with flimsy excuses.
People watch out, pure rip-off ...
Automatic translation:
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3 years ago
Dear Gabriele,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://www.casinosieger.com/en/terms) and I found this:
"47. EACH PLAYER IS ALLOWED TO OPEN ONLY ONE ACCOUNT PER PERSON, FAMILY, HOUSEHOLD, IP ADDRESS AND EMAIL ADDRESS. USE OF MORE THAN ONE ACCOUNT PER PHYSICAL PLAYER IS KNOWN AS "MULTI-ACCOUNTING" AND AS SUCH IS STRICTLY FORBIDDEN."
Is there any chance, that someone from your household has created an account at this casino too? Please, could you indicate whether you have accumulated winnings from a bonus play?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru. (Or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Dear Gabriele,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Dear Customer,
Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.
The multiple accounting is a breach of our Terms and Conditions. (https://www.casinosieger.com/en/terms ; Multiple accounts, article 47)
Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts’ breach occurred, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.
(https://www.casinosieger.com/en/terms ; Multiple accounts, article 49)
Also of the proof from our system has been shared with Casino Guru compliance team.
Sincerely,
Casino Sieger Complaints team
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3 years ago
Hello everyone,
Casino Sieger Complaints team, thank you very much for taking your time to look into the issue and replying to this thread.
Since the casino provided evidence of multiple accounts, and the player hasn't replied to this thread within the given time frame we decided to close this complaint.
