The player from Germany has been accused of opening multiple accounts. We ended up rejecting the complaint based on the evidence provided by the casino.
Casino Sieger - Player has been accused of opening multiple accounts.
Amount: €5,000
Casino Sieger
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
My account was suspended without warning because I allegedly have more than one account.
Automatic translation:
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3 years ago
Dear Angelika,
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?
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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3 years ago
Translation
Hello. I once checked my e-mails. So I've been a customer at this casino since 2013. With the same name and password. I don't know whether someone else and who or when may have created an account there from my laptop. In any case, I can't find any other accounts. You don't tell me who or what it should be. This is about 5000 euros. Thanks for your effort.
Oh yes, I deposited 50 euros. From Skrill. I have proof of that. Then the bonus of 50% came by mistake. But I implemented it. Before that, however, I had already deposited several times via bank accounts.
At least one should give me the chance to see who had an account there. Theoretically there could be 3 people who logged in from this PC.
Edited
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3 years ago
Thank you very much, Angelika, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi Angelika,
I'm taking over your complaint. Do I understand correctly that you and your previous neighbor both have an account in the casino (same address and IP)?
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3 years ago
Translation
Yes. It must have been like that. That was definitely 2013.
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3 years ago
Thanks Angelika,
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.
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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 just confirms that a ‘Multiple accounts’ breach occurred, all three 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
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3 years ago
Translation
That Whole screams to heaven! These account openings must have been in 2013. I know one of them "Svennyboy" That used to be my neighbor. The third probably too. At the time I was single, lived in an apartment building and was the only one with an Internet connection. Every now and then the neighbors came to me and were allowed to use my PC. With "Svennyboy" I know that he has registered with Casino Sieger. I think he never paid in and hasn't been active for years. According to the casino rules, an inactive account. I wasn't active myself for years either. But somehow I made a deposit at Casino Sieger this year. And even won in the process. Only then was the account blocked. If that were a reputable casino, they'd make me a reasonable offer.
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3 years ago
Hi all,
Thank you for your replies.
Dear Casino Sieger Complaints team,
Thank you for the email including the evidence. There is obviously a connection between the three accounts. However, since it's a multifamily house the player lives in, it can easily happen that more players opened an account in your casino. Have the other two players played with bonuses? Have their accounts been verified?
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3 years ago
Dear Customer,
Please note that we have shared more information of our internal investigation with Casino Guru on the case of Multiple accounts. Unfortunately the decision we made is final and can not be revoked. We are sorry that this is not the information you wanted to hear, however we have no other option to adhere to our Terms and Conditions.
Kind regards,
Casino Sieger complaints team
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3 years ago
Thank you Casino Sieger complaints team for the evidence.
Dear Angelika,
Based on the evidence provided by the casino, I'm afraid the connection between the aforementioned accounts is much deeper than just IP addresses. Unfortunately, your complaint will be rejected. If you disagree with our decision, I recommend you turn to the Malta Gaming Authority and submit a complaint to them. I wish I could be of more help.
Best regards,
Peter
