The player from Germany had his winnings confiscated. The casino claims he created multiple accounts. We ended up closing the complaint as ‘unresolved’ because the evidence from the casino was insufficient and the casino stopped responding.
Casino Sieger - Player has been accused of opening multiple accounts.
Black points: 1521
Amount: €2,700
Casino Sieger
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Casino Sieger has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello Casino Guru, I deposited € 300 at Casino Sieger! € 2700 won!
as in other known cases, I am accused of having a multi account !!! This is not the case. I live in a more family house and have not asked beforehand who is registered at Casino Sieger! Unfortunately, I am not reimbursed my paid money or my winnings! The casino is not part of a white cooperative ... thanks for the help
Automatic translation:
Public
Public
3 years ago
Dear Jannik4396,
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 the term the casino is referring to:
"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.
48.In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts. …"
Do I understand correctly that there is a chance, that someone from your household or using the same IP address could create an account at this casino too? Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino other than in the attached screenshot, please forward it to kristina.s@casino.guru (or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina, first of all thank you for your effort. So 10 other people live in my house, which is a more family house. I have not informed me in advance who is registered there or who is not I've never had such problems in any online casino! For me, it's just a tactic that people spend their money on! For me, the casino should be blacklisted straight away! For me it was just like for many others what I have read here! The verification process was prolonged with statements that they have very strict rules and everything must be checked very carefully and in the end my account and money were simply frozen! You haven't even tried to find a solution together! I had even offered them that if I had violated the terms and conditions in their interests, they should at least refund me my deposited money n! Unfortunately all to no avail! I still have the chat history, I can send you an email. Lg Jannik
Automatic translation:
Public
Public
3 years ago
Translation
I've just talked to a neighbor who lives in my house! Where I know that she also likes to play OC! She is actually registered there too! Have no connection with this person! Except that we live at the same address…. But honestly how am I supposed to find out beforehand ?! Can't walk through your house and ask who is registered there! I also think it's a cheek that the casino is not ready for any cooperation! Normally one tries to find a solution, which in any case does not want to be found at Casino Sieger! For me, unfortunately, this is fraud on the customer ...
Automatic translation:
Public
Public
3 years ago
Translation
Oh, skip, winnings were made without a bonus! Always deposited from the same bank account! Everything on my name, my address! All documents have been sent! I think it's so sad! It makes me very angry that you can't take proper action against such a fraud! If I would get my deposited money back, they would be the first to contact me! But that's why the extra long verification process until the money has arrived safely with them, so that you can't get it back!
Automatic translation:
Public
Public
3 years ago
Thank you very much Jannik4396 for your reply. I will now transfer your complaint to my colleague Peter 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.
Public
Public
3 years ago
Hi Jannik4396,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.
Public
Public
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 just confirms that a ‘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)
All of the proof from our system has been shared with Casino Guru compliance team.
Sincerely,
Casino Sieger Complaints team
Public
Public
3 years ago
Translation
As already mentioned above! I have no family relationship with this person! She is my landlady! My money was always deposited from my account with my name! I registered with you as normal and paid in several times! Even after winning, I made multiple deposits! I didn't get a bonus or anything else !!! I was just happy about the money I won! It's a shame that I had such a bad experience! In addition, the specified person wanted to prove that she also lives there at the address mentioned! Which was immediately rejected by the casino! I understand that the easier way is for the player to simply void their winnings! But I think you should give the player a chance to find a solution! As I said, I would have sneaked my way through the bonus, I might have understood it! But Sieger Casino first got € 500 from Mr and then simply canceled my winnings of € 2700! Without being given the chance to prove that I have no connection to said player account! Except the same address! Because, as I said, it is an apartment building !!!!!! There should be something like that in Malta too 😉
Edited
Automatic translation:
Public
Public
3 years ago
Hi all,
Thank you for your replies.
Dear Casino Sieger Complaints team. I looked at the evidence you sent and see the connection between the two accounts. Have both players played with a bonus? Have their accounts been verified?
Public
Public
3 years ago
Dear Casino Sieger Complaints team,
Thank you for the email. I fully understand your concern, however, we believe such cases like this one should be judged individually. The connection between the players is that they used the same IPs and the common address. The players don't argue against it. The relationship between them is that the other player is Jannik's landlady. Only one of them took a bonus, so nothing suggests that they are bonus hunters. We are convinced that the player should be allowed to finish the verification and (if successful) get paid their winnings.
Public
Public
3 years ago
Translation
So my winnings were not achieved with a bonus, I first made a good deposit and then won something! After I requested the payout, I even continued to deposit! Hardly believe that someone does who wanted to cheat! Just wanted to have fun! But then it came ... I sent all the documents to Casino sieger. Account statements, address, evidence etc ... my money was transferred from my private account to Casino sieger! I never intended to cheat! Just wanted to have fun at Casino Sieger…. 🙁
Automatic translation:
Public
Public
3 years ago
We would like to ask Casino Sieger to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Translation
Of course they don't answer! Because if they were fair they would pay the money! Because there is no fraud !!! It's sad that you have to be so annoyed with a casino! The question arises who is the fraudster here….
Automatic translation:
Public
Public
3 years ago
Hi Jannik4396,
It seems the casino stopped responding. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
