The player from Russia had been accused of opening multiple accounts and had his account closed without a refund. The complaint was rejected. It became clear that the reason for the player's account closure was not opening multiple accounts. The casino provided evidence proving the player used software-aided playing techniques.
Casinoin - Player has been accused of opening multiple accounts.
Amount: €2,800
Casinoin
Safety Index:HighSafety Index
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8.6
Casinoin has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello!
I played in Casinoin Casino.
They blocked my account (***) because of opening a lot of accounts and they told:
"After being verified by the Casinoin security department, your account was blocked due to the discovery of duplicate accounts that you opened in our office."
But I HAVE ONLY 1 ACCOUNT IN THIS CASINO.
Please solve this problem if you can and delete it from your ratings, THEY ARE SCAMMERS
Edited by a Casino Guru admin
Automatic translation:
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4 years ago
Dear Alexander,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs (https://casinoin.io/agreement?lang=en) and I found this:
„6.3.2. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Promotional Terms are prohibited."
Is there any chance, that someone from your household has created an account at this casino too? Are you sure you didn’t create any other account in the past and forgot about it?
If there is any other relevant communication between you and the casino (except the attached screenshot), please, forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Thank you very much Alexander for your reply and email. I will now transfer your complaint to my colleague Andrej 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.
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4 years ago
Dear Alexander,
I looked at your complaint and the provided screenshots of your communication with the casino. I will try my best to resolve your case as soon as possible. I would like to invite Casinoin into this conversation.
Dear Casinoin,
Can you please clarify the situation, and provide any evidence on the alleged player’s duplicate accounts? Please forward the information to my e-mail address: andrej.p@casino.guru.
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4 years ago
Hello Andrej,
I've provided the explanations to the email that you mentioned. Please kindly review.
Best regards,
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4 years ago
Dear Casinoin,
Thank you for providing detailed explanation, and evidence on the matter.
Dear Alexander,
Unfortunately, after reviewing the evidence provided by the casino representatives we are rejecting this complaint as unjustified. We’ve been informed that you had in fact not opened multiple accounts in the casino. However, there’s evidence showing that software-aided playing techniques were used across your accounts at Casinoin and Betmaster Casino.
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 and we will try our best to help.
