The player from Germany has been accused of opening multiple accounts. After a closer examination, we ended up rejecting this complaint as unjustified.
Casinoin - Player has been accused of opening multiple accounts.
Amount: €2,000
Casinoin
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I made several deposits in the casino without success (not exactly a little) last week it was time and after successfully implementing the bonus I had won 2000 euros and then wanted to pay them out. The casino finally verified me after 2 weeks and shortly thereafter refused my payout and blocked the account. I am accused of having multiple accounts, which is definitely not true. No evidence was provided by the casino either. Any further contact fails. Perhaps you can help me clarify the problem and insufficient evidence. I don't understand how such a casino can get such a good rating. Shame on casinos! Kind regards
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2 years ago
Dear Etienne,
Thank you very much for submitting your complaint. 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?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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2 years ago
Dear Etienne,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello, thank you for helping me with this problem.
I am a homeowner and at most there could have been a misunderstanding regarding the IP because a friend of mine also registered there and was on the WLAN with me. However, he does not live here, I once recommended that he register there. Otherwise, my girlfriend played from time to time on her PC via my account. There is definitely only one account registered to my e-mail address.
Kind regards
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2 years ago
Do I understand correctly that you have granted access to your casino account to your girlfriend?
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2 years ago
Translation
Yes, that's correct, she continued to gamble with my account. Knew all the conditions and played on her PC but in my house on my ip address
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2 years ago
I'm truly sorry, Etienne. Unfortunately, if you have provided access to your account to someone else you breached one of the basic rules of online casinos. Please check the general T&Cs:
"3.7. Only you have access and are using the Personal Account"
"3. The processing of data for online gaming requires the use of codes (username and password) chosen by the player
himself. Username and password chosen by the player shall be robust enough and kept secret. The player shall at all
times remain responsible for maintaining and protecting the secrecy of his Personal Account, the username, and any
password. Players must not allow third parties access to use their Personal Account."
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
What if I log into my account from somewhere else and demonstrate the site to others for promotional purposes? Shouldn't that have been ok? I'm sitting there and serving the casino only positively. So that more people register there
Kind regards
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2 years ago
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I definitely only have this one account that was registered to my address and was also verified.
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2 years ago
The problem is not that you logged into your casino account from a different IP address or device but that you granted access to your girlfriend.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
