Casino Sinners - Player has been accused of opening multiple accounts.

Hello.

So this is a pure manipulation of the players who make a little more money in this casino.

I only had one deposit of 5 euros and got a bonus of 15 which I successfully reinvested but when I sent the documents for verification I got a message that my account is frozen and my money is still in the account but I can't do anything about it.

I was simply stunned by the short answer that I have a double account and they offered me back my deposit so they would return me 5 euros and I give up my winnings of 1000 euros.

Imagine something like horror.

I can’t believe these people still exist in the public online space.

I would like to end this story with these people, but with arguments and evidence about the use of double counting.

I have no idea what these people are talking about but they persistently refuse to send my money.

Please help.

Dear marulicmaro9, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found the term the casino is referring to:

"4.8 Your Player Account must be registered in your own, legal name. We permit only one account per person, household address, email address, telephone number, payment details (such as debit/credit cards or wallet IDs), IP address and/or device including those available publicly as in a library, workspace or Internet café. You may only open one account on this Website and in association with this brand. Any other accounts which you open subsequently on this the Website or otherwise in association with this brand shall be considered "Duplicate Accounts". Any Duplicate Accounts may be closed by us immediately and:

4.8.1 Any Bonus Funds will be confiscated and forfeited by you and any remaining Deposit Funds (less any Winnings) will be returned to you on request (minus any reasonable charges) subject to these Terms and any legal or regulatory obligations with which we are required to comply;

4.8.2 Any Winnings or bonuses which you have gained or accrued or (in relation to outstanding (unsettled) bets) may gain or accrue and which have been or may be credited to Your Player Account and/or withdrawn by you from Your Player Account during such time as the Duplicate Account was active will be forfeited by you and may be deducted from Your Player Account or reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Additionally, if there is any 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

Thank you very much marulicmaro9 for your email. I will now transfer your complaint to my colleague Viliam 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.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication or other evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello marulicmaro9,

I looked at your complaint and will do my best to help you. I would like to invite Casino Sinners into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Casino Sinners to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.