The player from Austria had his withdrawal denied since being accused of opening multiple accounts.
Casinoin - Player has been accused of opening multiple accounts.
Amount: €2,350
Casinoin
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello, I am denied the payment of my credit over 2,350, - because I am accused of using several accounts. It is true that I had 2 other accounts with the company, but I also closed them permanently after making a deposit and playing. On my part, there was no playing on multiple accounts at the same time. I should also have acted fraudulently, which is an absolute insolence, because my email and the deposits were made with my credit card. Please help because otherwise I will have to contest all payments from VISA and would also have to report the casino to the judicial authorities in embezzling my money. Ask for your support. thank you
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3 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, in a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.
"only register a single account in the name of a particular person: multiaccount practices are strictly prohibited."
It is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you had active accounts in this casino in the past. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Translation
Hello, I closed the accounts myself on my own initiative and never played games with multiple accounts at the same time! However, I would like to have the money back from the deposits of 1,850, - and you can only confiscate the profit of 500, -. Withholding the entire amount is embezzlement and I must also report it to my card provider. The registration at Casinoin.io is only done with an email address and the casino clearly says in the introduction "no verification". Also, the terms and conditions can only be translated into English and very poorly or not at all, which is misleading. The reason for the further account was also that I made a deposit via MasterCard and I was not able to withdraw the amount afterwards, my MasterCard does not accept transfers. It was not possible to get the casino to make an alternative payout. At my request, I had the account closed again permanently. I just have the right to get my deposit, otherwise I report it to VISA as a fraud and request all funds back. Ask for further help from you! thank you
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3 years ago
Dear Michael,
Could you please forward me the communication where you have requested your previous accounts to be closed? What reason you gave to casino?
Additionally, please understand that we can’t punish the casino that their T&Cs are not translated into other languages. If you prefer casinos with German language available, please check our helpful filters https://casino.guru/top-online-casinos#tab=RECOMMENDED:
Furthermore, the casino is not anonymous. For the registering you need your email address, but later you need to provide documents to verify your identity. I will be waiting for your reply patiently. Thank you.
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3 years ago
Translation
Hello, the more accounts that the casino reports to me have been an account on my wife and an account on my father. We have a telephone connection, but with 3 associated SIM cards, which of course run with the same IP address. We therefore had the accounts closed immediately afterwards, because my wife or father did not consider the provider to be safe (no limits were set, etc.). The betmaster therefore accused me of fraud and false identity, in connection with bonus and Promotion and therefore my account then closed and the funds of 2,350, - confiscated. I and we NEVER claimed a bonus or promo. I still hope for you and your help, because otherwise I will complain about all VISA payments, because this is absolutely a cheek of this procedure.
Thank you!!
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3 years ago
Dear Michael,
I have checked terms and conditions, and this is what I found https://casinoin.io/agreement?lang=en:
"The Company reserves the right to exclude from Promotions
any participant and to ban use of Company Website if the
Company considers that a Client has tried to enter by using
more than one accounts or engaged in any fraudulent or
illegal activity (including activity that violates domestic laws)
whether or not the Client would or might won a prize. The
Company reserves the right to delete accounts and refuse to
pay bonus/prize or other incentives of Promotions if the
Client used multiple entries/accounts."
I’m afraid you’re not entitled for refunds. If you don’t agree with my decision, I could suggest contacting the Licensing Authority. You will find the relevant link if you click on the Validator on the casino’s website.
I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from Curaçao eGaming? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck.
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3 years ago
Translation
Hello, I would like to tell you again that I have never taken a bonus or a promotion. Neither my wife's account nor my father's account used a bonus or promotion. So these points in the terms absolutely do not apply to me !!!!! thank you
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3 years ago
Michael, could you please clarify if those previous accounts have been registered under your details or your family members? In you first reply you stated "It is true that I had 2 other accounts with the company" and later "the more accounts that the casino reports to me have been an account on my wife and an account on my father" Please elaborate.
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3 years ago
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Hello, the accounts have been registered for my wife and father !! The registration was only with an email address and my father and my wife did not enter any further data. The casino never asked for an address, passport or credit card details. Email and password only. thank you
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3 years ago
Thank you very much Michael for your reply. I will now transfer your complaint to my colleague Matej 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
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Hello, I wanted to let you know that I have already reported to my bank and VISA, because even if a player violates terms, the company does not have the right to confiscate or forfeit money. An announcement will also be made to the judicial authorities tomorrow, because VISA is also already informed about betmaster's business practices. thank you
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3 years ago
Hello Michael.
You are not entirely right (the company does not have the right to confiscate or forfeit money) How much you last time deposited before you won €2350? Standard practice is that casino return deposits and confiscates the winnings if there is a breach of terms of conditions. In the case of fraud, the situation is different.
In your case, you were probably marked by their system (automatic check)
I will invite casino representatives into the discussion. They can look into your case, and if all that you wrote is the truth, I hope they will see your situation from a different perspective.
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3 years ago
Translation
Hello, a deposit of 1,500 was made and an amount of 2,350 was earned. It was never played with multiple accounts at the same time and the accounts were closed by ourselves with a request. I would like my 2.350, - from the casino and everything else I request back via VISA. Thank you
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3 years ago
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Hello, to my deposit of 1,500, - I request everything else to the 2350, - which I had in the account as credit !!! I can't fault myself for playing a promotion, bonus or multiple accounts at the same time. And to accuse me of this as fraud or false identity is absolutely wrong. I insist on these 2,350, - and these are mine !!!! thank you
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3 years ago
Hello Michael,
I understand your frustration, however we have different information in our system that was provided to the Casino Guru team for their consideration.
Please let wait for their reply after they check the proof provided by our casino.
Thank you,
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3 years ago
Translation
Hello, thanks for your information, but there are no connections to other accounts related to my personal data, except the IP address that several family members use. The account with credit 2,350.00 has been sent to you with my data and ID documents and that is the amount that you have embezzled or confiscated from me. I would like to have this money and have already taken steps against you. Thanks a lot
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3 years ago
Dear Michael and Maria.
We analysed all the data and decided that the casino has a right to close Michael's account and refuse to pay his winnings.
Casino provided us with proof that at least two Michael's account was active at the same time. Michael wrote to the casino (and to us) that these accounts are his. In cases like this, we suggest to return the deposits to the player and close his account, but casino pointed out that Michael already withdrew more than he deposited. (so the condition is already met)
Because he breached the casino terms and admitted that he used multiple accounts, we believe he has not right for his winnings.
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3 years ago
Translation
I already sent my documents voluntarily on May 18, 2020 to make a proper relationship !! I do not have 2 accounts of me personally and the IP address is accessible by many people as it is an area used by several people !!!
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3 years ago
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Hello, thanks for your information, but there are no connections to other accounts related to my personal data, except the IP address that several family members use. The account with credit 2,350.00 has been sent to you with my data and ID documents and that is the amount that you have embezzled or confiscated from me. I would like to have this money and have already taken steps against you. I have already switched on the authorities and they should transfer the money to me !!! Thank you
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3 years ago
Michael, I am very sorry for the negative answer. We consider all the facts and believe that you have no right in this case. Of course, you have the right to submit your complaint to the regulator. (you can use this complaint as a reference, that you already tried to solve your issue with 3rd party mediator.)
However, in this case, you are wrong that the only thing which connects the account is the IP address. The casino gave us enough proofs. You wrote to them, and you are mentioning it in this complaint too that behind all these accounts was you and not your family members.
Because of all what we wrote above and proofs from the casino side, we decided to close this complaint as "unjustified."
In case you receive an official response from the licensing authority, let us know, and we will close the complaint accordingly. You can reopen this complaint anytime (but reopening would be approved only if you brings into light something new - for example respond from a regulator)
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