Casino Sieger - Player’s account has been closed due to a duplicate address error.

I won €1000 from the casino and when I went home, the casino closed my account because my girlfriend's account had the same address as mine by mistake. Even though we live at different addresses. There are certificates for that. So at the casino, it is against the rules for two users to have the same address. I tried to clear it up with them and say it was a mistake. But they don't answer anymore. My address is notottatie *2. My girlfriend's algae vein *1 c*0. if necessary, I can still send attachments from the addresses. If that clears it up, because the certificate costs €12

Dear JuusoKinnunen,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.

To help us investigate your case more thoroughly, could you please provide the following information:

• The date and time when your account was registered.
• Screenshots or documentation of the casino's communication regarding the account closure.
• Any additional communication you have had with the casino about this issue.
• Was your account successfully verified in the past?

If you have any relevant communication or additional documents, please forward them 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

I created an account for the casino on 30.3.2024, but I couldn't find out the time

The account was approved on May 2, 2024

At this point, I still didn't know that I had broken the rules, I didn't know that it was forbidden for two users to have the same address. and when I found out that account was already locked and they didn't give a chance to explain the matter. But I can prove that we live at different addresses. But they don't answer anything.

Hi JuusoKinnunen,

• Could you please clarify which account was created first, yours or your girlfriend's?
• Did you accumulate your winnings with or without an active bonus?
• Have you previously received any winnings from this casino?

Thank you.

Both accounts were created same day 30.3.2024.

i have 0 withdraws from this casino because they took over week to confirm my account and then it took almost week again to check my withdraw. And then they lockes my account.

my first and only deposit was 10€ with bonus. I won about 500€ when the bonus ended. Then i bought 400€ bonus round and won 1000€

Thank you very much, JuusoKinnunen, 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. However, I would like to warn you that it seems to be a common practice of Casino Sieger to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Okay thank you

Hello, JuusoKinnunen,

I am sorry to hear about your trouble and sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, could you please provide me with the following information:

• With what address were both accounts registered? With your address or with your girlfriend's address?
• What was the activity on your girlfriend's account? What games did she play? Did she use a bonus on her account?
• Is it possible that both accounts accessed the casino website from the same IP/internet connection or the same device?
• A link to the rules applied to the bonus you used if there are any bonus-specific rules

Looking forward to hearing from you.

Alright, JuusoKinnunen. Thank you for the additional information. Let's wait for the casino's response and clarification.

Dear Casino Sieger team,

Could you please explain the player's situation in more detail? What steps should the player take to unblock the account, verify his account, and/or withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear JuusoKinnunen,

The casino provided me with sufficient evidence supporting their claims and the decision.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe there was use of multiple accounts/collusion and bonus abuse. Based on the data provided, both physical addresses were basically filled out correctly. Unfortunately, there were so many other similarities and matches between the accounts and their data/activity that even if you and your girlfriend had played separately with the linked accounts, it would have been likely impossible to prove that.

The casino acted in accordance with its terms and conditions, which you accepted upon registration.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the casino's ADR if the casino states any in its Terms and Conditions or gambling authority directly. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Although only outside the thread, thanks to the Casino Sieger Team, for providing information and for their cooperation.

Best regards,

Branislav, Casino.Guru