Casinoin - Player has been accused of opening multiple accounts.

Hello! I need your help.

My case is as follows:

I registered at casinoin.io and deposited 2-3 times. I won a good amount and when I asked how I could withdraw my money, they replied that they would check my account first. I continued to play until I was suddenly told "User blocked." When I asked them by e-mail what was going on, they replied:

"Please note that our security department has found additional accounts registered by you in our system. All accounts registered by you have been blocked due to a violation of our Terms and Conditions.

According to the General Terms and Conditions, all open accounts will be permanently blocked and the available funds will be retained.

You are not allowed to open new accounts in our system. Please note that any new account you create in our system will be closed and all funds will be withdrawn. "

I wrote to them that I do not have another account, I want a new review, but I still do not have an answer.

Later, however, I thought that it is possible that I really had another account (my brother played, but registered my names) but it was deleted because he was not happy with the service maybe a week before.

So I wanted to ask if it is possible to claim any rights, because I really only have one active account, I had an old one, which was not even verified and was deleted before I created my new one?

If you can help me, I will be very grateful!

Dear Даниел, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, I would like to point out, that you should never let anyone else use your personal information to register and play in casinos, whether this is the case here or not. I checked the casino’s T&Cs (https://casinoin.io/agreement?lang=en) and I found this:

„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."

Could you please specify whether you activated and played with any bonuses? Have you passed the KYC? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here)?

Looking forward to hearing from you.

Best regards, 

Kristina

Hello,

KYC has not been switched with either account. My communication with them is long, but in general they quote what you wrote and that I am not entitled to another account and my registration will not be restored, and they will take the whole amount from me.

For the first registration I do not know what was used. On the second registration I used a bonus for the first deposit, which I failed to roll over. The amount I earned was only with a deposit and no bonus. The casino told me that it didn't matter that my old account had been deleted at my request - it was implied by the rules that I had no right to make another one.

In my opinion, the casino has not described well what I am entitled to and what I am not.

Why did they allow me to register again then? Why did I manage to deposit 3 times? It wasn't until I wanted to withdraw money that they found a problem.

So I can register, I can lose money, but I can't win? Very unfair of them.

If by some miracle this case is resolved (in which they convince me that it will not happen) I will donate half the amount for the development of your site!

Thank you very much Даниел for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I would like to inform you that we cannot guarantee you a positive outcome because one of the main rules has been breached, but we will try.

Hello Даниел.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

Unfortunately the customer violated the T&Cs of the company and registered more than one account in our system. One account with the phone number, another with the email.

As you understand we as a company can't know how many new emails or phone numbers each customer creates in order to violate casino's rules related to registering multiple accounts.

I would like to provide you with evidence that the customer registered more than one account in our system. Could you please give an email where I can send this information?

Thank you

The phone number is the same on both accounts. Since I had no difficulty registering again with the same number, I thought everything was fine. I'm not saying you're lying about both accounts! I say that at the moment there was only 1 that I played with, and the other was deleted of my own free will. Therefore, I only have 1 account. (nowhere does it say that if I give up the casino and then think, I have no right to open a new account) It says that I can not have and register MORE than 1. And I have ONLY 1! At the moment the profit is ONLY 1. I have not cheated with anything!

Hello there,

Dear Casinoin.

Thank you for your cooperation in this case. You can forward the proof to my email address jozef.k@casino.guru.

Dear Даниел.

I am not sure if it is wrong translation but you usually cannot DELETE an account but only to close/block. Have you really deleted your previous account? Please, be aware that if the casino provides valid proofs we will be forced to close the case.

I wrote an email to the casino that reads:

"Please delete my account"

They answer me:

"Can you tell us why you want to delete your account?"

I answer that I am not satisfied with the service.

They: "Your account has been deleted"

casinoin, can confirm that there is such correspondence between us!

And is the difference that big? I don't know if it's locked, blocked or deleted. I have requested Delete. What they did with the account, only the casino can tell, but the important thing is that I did not use it anymore.

Даниел please, could you forward it to my email address jozef.k@casino.guru?

Dear Casinoin Casino team.

Please, could you provide us with the record where the player asked for account delete? If the player was promised that account will be deleted and not blocked/locked/closed etc. then it could have been a bit misleading for him.

We would like to ask the Casinoin to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint.

Hello,

Please kindly check a screenshot that shows the conversation with the customer which customer mentioned earlier. To be honest I don’t see much difference which term the customer used to close/block/lock his account, because it’s clearly stated in our T&Cs that only one account is allowed on the website:

1.4. 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.

Also, I would like to reply to the customer’s arguments: 

«Later, however, I thought that it is possible that I really had another account (my brother played, but registered my names) but it was deleted because he was not happy with the service maybe a week before.» - we can provide evidence that both accounts were used from the same IP and device, I doubt that the customer and his brother share the same device.

«Why did they allow me to register again then? Why did I manage to deposit 3 times? It wasn't until I wanted to withdraw money that they found a problem.» - the customer registered two accounts in Casinoin system, the first one with the email another with the phone number. It’s impossible to register more than one account with the same email/phone number, so customer should be confusing something, referring to the different brand or casino. 

«The phone number is the same on both accounts. Since I had no difficulty registering again with the same number» - As I’ve mentioned above It’s impossible and against our T&Cs, the customer has to prove it.

Please kindly note that the first account registered with the email was closed because the customer didn’t like our website, meanwhile he registered the second account with the phone number knowing that’s it’s impossible to register another account with the same login. I would like to draw your attention that welcome bonus was used on both accounts, that’s the main reason I guess why the customer registered a new account after closing the first one. If you check company’s T&Cs - creating multiple accounts to abuse casino with a purpose of receiving bonuses (bonus hunting) is a strict violation.

If the customer had decided to continue using our services despite the fact that he didn’t like our casino, he could have reached out to the Support team to reopen his account. Or he could have asked if it’s a violation to register a new account with different data in you system, so the Support team could inform him correctly. But, unfortunately, it seems to be an intentional violation and registration of the second account.

Unfortunately, we can’t fulfill the customer’s complaint. The deposit amount was refunded, the rest of the funds have been forfeited.

Hello there,

It is clear now.

Dear Casinoin.

Thank you for the further investigation and detailed explanation.

Dear Даниел.

I am very sorry but since the casino has provided us with relevant evidence with the full explanation, we are forced to close the complaint as 'rejected'. On the proof from the casino, it is obvious that your account was closed and not deleted, and you have clearly breached casino T&Cs.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru