The player's account has been blocked because she allegedly had multiple accounts. The complaint was rejected because the player stopped responding to our messages and questions.
Casino Sieger - The player's account got blocked.
Amount: €2,000
Casino Sieger
Safety Index:Below averageSafety Index
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5.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I deposited so much money at Casino Sieger over 1 year, hardly won and when I finally won, my account was deleted. The reason for this would have been several accounts which were not correct. I even successfully verified my account and only when I won and wanted to withdraw was my account blocked. Only cashed in for over a year Account verified but blocked on payout. I even asked via chat (copy) if I could make the payment to my son's account, which was confirmed to me but only if the required documents were presented. I wrote to the casino and only discussed it and paid in for a year for nothing, not even my requested personal data was sent to me by the casino, no more reaction. Account blocked not even comparison
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2 years ago
Hello biworld30,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Sieger. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you first time send any documents to the casino? Does anyone else from your household owns an account in this casino? When was the last time you deposited into the casino and was it with your own funds?
Looking forward to your answer.
Regards,
Nick
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2 years ago
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I only have one account in my name, how often do I have it. Feel free to send me a copy of my multiple accounts. And I have been playing and depositing and sending documents for more than a year. Even verified my account only after it was a withdrawal they blocked my account. Where even in the chat they told me a withdrawal could be paid out to another account if I send the necessary documents for it.(copies of the chat all available) They verified my account and told me how to proceed to withdraw and then they block me . You can collect more than 1000 euros over a year. And if I have several accounts, have you already blocked them or are you still collecting them diligently until it is paid out!? The fact is they could have told me during verification that I had multiple accounts and blocked me. And don't collect and tell me that I can also pay out to another account. As I said, I have all the copies and histories together now because she hasn't even responded to my request to send me a copy of my personal data and histories, but apparently this all has to be done by a lawyer because this is pure rip-off.
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2 years ago
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But you can't verify my account and continue collecting and only block it when it's paid out. First of all, I uploaded my required documents and my account was in process for weeks. Why so long processing the documents and continue to collect. I even tried several times to make a payment but gambled again.
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2 years ago
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I asked Casino Sieger again about my saved data and game history. Unfortunately, I can't tell you exactly when I uploaded my documents because I had to do them via the account and not by email. But I know for sure that my documents were being processed for weeks. And after weeks, I pointed out via chat that I should finally edit and check them and asked why it was taking so long? And we are not talking about 1-2 weeks!! In any case, I paid well in the processing time.
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2 years ago
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Is the case still being worked on because I haven't read anything else ä!!!? LG
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2 years ago
Hello biworld30,
Firstly please note that we do not work 24/7 and 7 days a week.
Also could you please forward all the above mentioned evidence to nikolas.b@casino.guru?
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2 years ago
Dear biworld30,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Dear biworld30,
Thank you for the provided e-mail. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello, biworld30,
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 Sieger's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino Sieger Team,
Could you please provide us with an explanation of the player's situation in more detail? What next steps should the player take to get her account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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2 years ago
Translation
nikolas.b@casino.guru see your emails please
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2 years ago
Dear Casino Guru team and biworld30,
We are sorry to see that you needed to raise this complaint.
Having checked everything with our relevant department we have been informed that the account has been closed due to a breach of our Terms and Conditions sections 47, 48, and 49.
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.
49) In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation 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.
Due to sensitive private information, unfortunately, we are not able to share any more details publicly.
However, as requested, we have provided with all the necessary information in the email you listed above.
Best regards
Customer Experience Team
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2 years ago
Thank you, Casino Sieger Team, for your email, data, and explanation.
Dear biworld30,
I was provided with the data showing that, in October 2021, several accounts (one of them was yours) used the same device and internet connection to access the casino website.
Can you please somehow rationally explain this situation?
Regarding your account, allow me please to ask you a few more questions to clarify the circumstances.
What type of games did you play most often in the casino, and from what type of games did you gain the most of your winnings? Did you play slots/Casino, Live Casino games, Multiplayer games, Sports betting, or anything else? Did you use any bonuses on your account? If yes, what bonuses?
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2 years ago
Translation
What would you like to clarify further? I accessed my account with my details. And my friend has his own account and logged in with his details. They still kept collecting even though I allegedly violated the rules, which I didn't think they should do something about their settings and directly block accounts that are registered via the same ip. Checkout always works!! We all use the same wifi in my household and when I was working or whatever, my friend used his account to sign up to play. They have also repeatedly sent new bonus offers and collected why accounts are not blocked directly when registering and double ip. In Germany we have a lot of public WLANs, internet cafés or casinos with public WLANs where others have probably also registered and there has definitely been double IP registration. They keep collecting until it comes to a payout and then they have a reason to block and not pay out again. We have also tested this and it has been confirmed. They keep collecting even though the rules have allegedly been broken, why don't they block these accounts immediately!? In my opinion it is also a scam since they collect money from accounts that allegedly violated the rules. Since my friend uploaded his own documents and I uploaded my documents, I don't have multiple accounts. They also told us they could transfer the payout to another if the required documents were uploaded to someone else's bank account which I believe would be fraud according to the German money laundering business.
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2 years ago
I would like to clarify the whole situation and circumstances.
The casinos are not obliged to perform a complete verification upon registration. They usually perform it upon a withdrawal request. Although it would be the best solution, it is not an industry standard, and we accept it. Until the moment of the complete verification process, the casino does not require personal documents, and it does not know about any possible connections between accounts. You can read more about it HERE, in our Fair Gambling Codex.
As for use of a payment method belonging to another person - you asked for it, the casino approved it under specific conditions, and now you claim that it should have not been approved. To be honest, I am not sure if I understand where is the problem. It would be better not to go back to it.
Please, what type of internet connection did you most often use to log in and play in the casino? Just the mentioned wifi at home? Did you mostly play from home?
However, I am afraid you neither have answered any of the questions that I asked in my previous post, so I am resending them again.
"What type of games did you play most often in the casino, and from what type of games did you gain the most of your winnings? Did you play slots/Casino, Live Casino games, Multiplayer games, Sports betting, or anything else? Did you use any bonuses on your account? If yes, what bonuses?"
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2 years ago
Dear biworld30,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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2 years ago
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.
Thank you very much, Casino Sieger Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
