The player from Italy has been accused of opening duplicate accounts. Consequently, her winnings were cancelled. Casino provided proof of having multiple accounts so we are rejecting this case as unjustified.
Casinoin - Player has been accused of opening multiple accounts.
Amount: €1,000
Casinoin
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hi, the casino tells me that I have multiple accounts but I personally have only one then my partner also plays on this site and also my sister-in-law all living in the same house because of the covid, now I have sent all the required documents and not they provided me with proofs, they closed my account and also the others the fact is that they took my funds I had 1000 euros that I could not withdraw for days every day they wrote me not to worry and today they came out that they close everything and they don't give me my money this is absurd I contacted the customs agency and tomorrow I proceed to the postal police
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4 years ago
Dear Nazarena,
Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://casinoin.io/agreement?lang=en:
"You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts."
Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you family member has an active account from the same IP address. 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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4 years ago
Translation
Hi thanks for answering me then I understand that having more accounts the families are right to close the accounts but the fact is that we have communicated more than a week by sending selfie credit card documents etc. they never mentioned the problem to me, now I do not want to reopen of the account but only that the fund equal to 1000 euros be returned to me also because it is not legitimate to confiscate the credit I believe they must return it and I would like to fight for this, I ask you to help me and if you want I send you all the chats that have been between me and various operators, only yesterday they left with you we closed your account and the money is lost, they can do it I would also like to proceed through legal for this I hope you help me
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4 years ago
Dear Nazarena,
Could you please advise how much you have deposited into your account?
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4 years ago
Translation
My question is, do they have the right to pocket the funds?
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4 years ago
Yes, the casino has a right to confiscate your winnings as you have breached the rules.
Could you please advise if you, or other family member, have profited from any bonus offer?
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4 years ago
Translation
Winnings are due only to real money deposits not from bonuses
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4 years ago
Dear Nazarena,
Could you please advise what games you have been playing (slots, live games or multiplayers)? Has anyone from your family members got paid out any winnings?
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4 years ago
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Slots only, yes they all received their winnings without any problems,
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4 years ago
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Furthermore, I would like to clarify that I do not belong to this family unit, I found myself at their home and the telephone automatically connects to the internet since my telephone operator has no field in this house, and I also changed my mobile phone so I believe that everything is due when connecting to this internet network
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4 years ago
I’m sorry but I still don’t understand completely. Do you share the same IP address, the three of you, or not?
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4 years ago
Translation
So I explain, because of the covid it happened that she stayed asleep there, since currently in Campania there are time restrictions etc., so I don't have a residence at my partner's house but for reasons of force majeure it happened that I had to spend a lot of time in this house for a long time the phone connects to the wi-fi line since there is no coverage with my operator, so I have not intentionally played at this casino from this network but it happened to me, so I no longer have account I only have one, I am a natural person, I do not ask for the reopening of the account but at least my money I have tried several times to contact them but they do not answer me I repeat I have sent various documents and selfies requested by them with the chat conversation as a background with the documents in my hand and the cards I used, I just want my money then after all I don't care about this ask your help
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4 years ago
Thank you very much, Nazarena, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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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4 years ago
Hello Nazarena,
I looked at your complaint and will do my best to help you. I would like to invite Casinoin Casino into this conversation. Please, is there possibility to return player's deposit back?
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4 years ago
Translation
Thanks for the help I would not know more or less how much I deposited but it makes me angry that for a week I believed I had won 1000 euros and then saw them take it off like this, I would ask at least half but thanks for the help proceed as you see fit I trust in you, among other things I just in order not to replay everything ask if I could pause and they told me sure since in pause the withdrawal remains active, so I do not understand why they took everything
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4 years ago
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Hello news? The casino does not respond to me what else can I do who can I contact?
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4 years ago
Hello Nazarena,
still no response from Casino. You can contact Curacao gaming authority under which operates this Casino here: https://www.curacao-egaming.com/
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4 years ago
Translation
I tried I can't send the email from their web page
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4 years ago
Hello,
Please kindly be advised that the customer in question has already received the response to the question why her account was suspended in our system. The customer violated the T&C's which she agreed to when registering an account in our system. If the customer doesn't like our company's reply, it doesn't mean that we did not provide any reply to her.
Casino Guru Team, please provide me with the email I can send proof that this customer breached our T&C's. Since it's internal information, it can't be shared publicly.
Additionally, it's the customer's right to complain, however it will not change the company's decision, since the clients breached our T&C's.
Thank you for understanding.
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4 years ago
Dear Nazarena,
Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.
