Casinochan - Player has been accused of opening multiple accounts.

hi there,

big complaint here towards casinochan. i have won the amount of around $35,000 aud and prior to me winning this, when i signed up for this casino i instantly uploaded my documents for verification so it was ready to go if i won and could withdraw easily. now i asked the agent at the time if my account was ok, no issues with the account, am i ok to depoist. he stated yes sir enjoy your casino experience and thank you for choosing casinochan etc etc. i thought everything was goddam good up until today 2/3/22 i won $35,000 without no bonus at all ( i dont accept bonuses, i always cancel this in my options. they kept refusing my withdrawl, then they said its been approved should be in my bank account 3-5days then they are saying i have a duplicate account/users mutli users on the same ip???? (WTF WOW) wait it gets better, they are also saying the accounts that are using the same ip doesnt have to be in my name either??? im so confused, for example " are they saying no one can play in your house hold besides you? " i have transcripts for my evidence backing me up. they cannot provide me no proof that i have a duplicate account. i have told them only account i have is with PLAYAMO CASINO shouldnt be linked to CASINOCHAN. they cannot give me a straight awnser to why they stole my winnings. these people are scammers they dont warn you for duplicate accounts, they dont check on sign up if you have a duplicate account. they throw it in your face when you win of course so they can rob you and the providers.

so guys basicallly not paying my winnings that i put my hard cash into and won from my own legit money not there sh** bonuses. $35,000 is alot of money for me as i am a big player, i do massive bets and yes i loose but i win. for them to just take my money not providing no proof and yet approving me at 1 point then saying no is complete robbery. i want to go far with this, it isnt fair on players, the stress i have from all this isnt something i want anyone to feel.

casino guru i have all legs to stand on here please help me recover what i earned and not thrown to the gutter after i won.

Dear se3kstar,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. 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? Was your account successfully verified 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

look i dont recall opening a casino chan account, i do however own a playamo account witch is very similar platforms. if i did have a account by all means it will be old and dormant as you call it.only person that gambles in the household is me and rarely my wife will play her account jokaviproom.online. by all means they left me with 3155 in the account stating thats what i have depoisted to withdraw it and not welcome back.

they told me to email support no response, how can we make this right? i didnt even use a bonus with these guys i dont like bonuses i refuse to activate them,

ps. i only just opened the casinochan account around 26/2/22

Thank you very much, se3kstar, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.  

Hello se3kstar,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help.

We would like to invite Casinochan to join the conversation and to aid in the resolution of this complaint.

Casinochan, the player has been accused of having multiple accounts registered, would you be able to provide us with some supporting evidence of this? Please forward any relevant proof to my e-mail adam.m@casino.guru.

Hello,

The evidence was sent to your email, Adam.

If you need more information, please let me know.

Thank you.

That is unbelievable, you won't send me no evidence as for security over email but you send Adam ( no offence) what the he'll is wrong with you people why havnt you sent me anything???

Dear se3kstar,

I have received your email, and to answer your question regarding the possibility of having a second, inactive account our standpoint is as follows:

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player and it is conceivable that an honest mistake has been made (for example, the player forgot they registered a long time ago and registered again), we do not think a player should have their winnings confiscated.

The casino has provided evidence that indicates multiple accounts linked to your account by a number of different factors, and that they have all played with at least one bonus.

I am currently waiting for further information from the casino regarding the above, but can I ask you if it is at all possible that you have accepted a welcome bonus on your account registered on 26/2/22?

Kind regards,

Adam

Dear se3kstar,

I am unable to share the evidence provided to me by the casino as it has information potentially regarding other people and must remain confidential.

I can tell you that there are 3 accounts that are linked by the same name, same IP address, and same date of birth.

Is 1 account playamo casino? All I need is first letter of each email address and I'll do my investigation if they match anyone from my family. I am a honest person and genuine like I have said, if i do have a account I in all means forgotten about when I registered with casino chan I do apologise and I'm sure it wouldn't have been played in quite some time.

sorry for the 3 post spam, it isnt allowing me to edit post, but i forgot to include that i have deposited multi times in this casino everyday since i registered so it wasnt just a 1 hit welcome depoist bonus that landed me the 35k i just need to clarify this with you so you understand incase thats what you thought.

Dear se3kstar,

After careful review of the evidence provided by the casino and information provided by yourself, I am afraid I am no longer able to pursue this case.

There is sufficient, detailed evidence of multiple accounts linked by IP address, name, and date of birth, and many of these accounts have accepted and played with a bonus only intended to be received once per player.

All of the email addresses you have provided above have other accounts linked to them, some of which have been accessed using the same browser.

I’m afraid, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

I wish I could have been of more help.

Kind regards,

Adam

This complaint has been reopened at the request of the player, as it has since been resolved.

We received the following e-mail from the player:

"Hello,

Guys I thank everyone who helped even casino Chan I took the customer service people the wrong way, they actually cared and helped and with all this issues that has happened the management of casino Chan has reconsidered and have allowed me to withdraw the funds and continue playing on casino Chan.

I genuinely took this casino the wrong way and even though I abused the s*** out of the support team they was still there to help. Witch I cannot apolygise enough and I am deeply sorry for the language I used.

Thank you Adam for taking your time to view and investigate the situation.

Peace out 🤠"

Dear se3kstar,

I'm glad to hear that your issue has been resolved.

I will now mark the complaint as 'resolved' in our system.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Adam