The player from Germany has been blocked since the casino discovered that he created more than one account. The player requested that their first account be closed permanently without specifying a reason, but then later opened a second account using different details to register it. In doing so, the player circumvented the terms of the casino and so the complaint was ultimately rejected.
Casinoin - Player opened multiple accounts.
Amount: €36,000
Casinoin
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I had an account with the casino on my cell phone number. I then had this closed. Six months later I opened an account again but on my email. So just an active account...
but the casino says i violated their terms and conditions and they blocked my account. They don't want to pay me my winnings of €36,000 either. Please help me with the problem.
Best regards
Ivan Z***
Edited by a Casino Guru admin
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2 years ago
Dear Iven2000,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To begin with, I would like to emphasize that creating more than one account is prohibited in the vast majority of online casinos.
Could you please clarify why you closed your first account just to open another one later?
Have you asked for permission from the casino to open another account before you did so?
Looking forward to hearing from you.
Bets regards,
Kristina
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2 years ago
Translation
Hello,
Thanks for the answer.
I just asked the casino to close my first account forever without giving any reason. I sent the request to responsible@casinoin.io, but as I said, without a reason.
I then wanted to play again and didn't have the account anymore so I opened a new one but this time to my email.
I did NOT ask the casino for permission but there were no problems from the casino either. When I used to want to withdraw something for the first time (from the NEW account) there were no problems with 2 accounts either. Only now that there is a large sum at stake.
Thank you for your continued support!
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2 years ago
Thank you for your reply, Iven2000. Have you accumulated your winnings with or without an active bonus? Were you activating bonuses on your first account?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello,
I collected the profit without an active bonus. I only deposited €100 and ONLY played with this €100 without a bonus.
I think I used a bonus on my first account, but that was over a year ago and I can't say for sure.
I'll send you all the chat histories I've had with the casino to your email address.
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2 years ago
Thank you very much Iven2000 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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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2 years ago
Translation
Alright, thank you very much.
will it report by mail or over here?
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2 years ago
Hello Iven2000,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casinoin to join the conversation and participate in the resolution of this complaint.
Dear Casinoin,
Can you please provide more information regarding the blocking of the player's account and any other accounts that they may have?
Kind regards,
Adam
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2 years ago
Dear Adam and Iven2000,
Please be advised that the customer's account was blocked in violation of the Terms and Conditions and registration of more than one account in the system that is against the rules of the company.
According to the following Casinoin T&C clauses:
10. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Bonus Terms are prohibited.
12. Company may cancel transactions with Clients who:
12.3. if it is determined that one of the betting participants has several gaming accounts under the same brand operated by the Company (multiple registration), with the exception of the cases approved by the Company;
D. ACCOUNT
13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.
F. PROMOTIONS AND MARKETING
13. The Company reserves the right to ban the use of 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 won a prize. The Company reserves the right to close Personal Accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.
2.7. Bonus abuse includes but is not limited to: ● breaching Terms & Conditions of a Bonus or other promotional offers; ● opening multiple accounts to claim multiple bonuses; ● allowing a person other than a player himself to place bets on his account whilst a bonus is active.
The deposited amount was fully paid out to the customer, the rest of the funds have been forfeited due to the breach of agreement.
Kind Regards,
Casinoin Team
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2 years ago
Translation
Hello dear Casino Guru Team and Casinoin,
Why was I then allowed to play for over a year, was I still able to deposit, I was offered cashback, etc. If you still want a player not to play on your platform, even though the first account was closed forever, why was the second account not blocked immediately? Why could I deposit money over and over again?
And only now that a five-digit amount is involved is my account blocked and the profit is not paid out to me. That does not violate any terms and conditions, contracts or laws? Where is the security aspect or the verification of the customer KYC?
Which in turn would be a very one sided contract where only the casino is the beneficiary.
Best regards
Ivan Z**********
Edited by a Casino Guru admin
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2 years ago
Hello all,
Thank you for your responses.
Dear Casinoin Team,
Could I please ask you to provide supporting evidence of the multiple accounts? It can be posted here or sent to my e-mail, adam.m@casino.guru. Was the first account closed before the second one was opened?
Kind regards,
Adam
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2 years ago
Dear Iven2000,
I have received evidence from the casino regarding your accounts and this is currently being reviewed.
I have also received your e-mail, thank you.
However, I do need you to clarify a couple of details to make sure I have all the relevant information:
- you mentioned that you have previously made deposits and withdrawals with your recent account, can you provide anything to support this?
- Can you please explain the reason for closing your original account?
Kind regards,
Adam
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2 years ago
Translation
Hello,
I only have the chat history where I asked if I can withdraw. However, I gambled away the amount I wanted to pay out again. (I add the picture)
I should still have receipts for the payments.
I closed the first account as a precautionary measure so I can no longer play.
I'll email you the pics, I can't upload them here.
Best regards
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2 years ago
Dear Iven2000,
The casino has also now provided evidence that you have claimed and used bonuses on both accounts, and on your recent account, the last one was claimed on 18.06.2022. Can you confirm if this could be correct?
Kind regards,
Adam
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2 years ago
Translation
Hello,
yes could be. However, all deposits + bonuses were gambled away again. No payment has taken place.
The win of €36000 was made on a deposit without using any bonus. The day of deposit was 07/13/2022. €100 was deposited and only played with it.
Best regards
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2 years ago
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Hello,
are you still investigating the case?
Best regards
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2 years ago
Hello Iven2000,
I apologize for my delay in responding. I am currently awaiting further information from the casino, and this case will then be discussed internally. Thank you for your patience, I will update you here shortly.
In the meantime, could I ask you to confirm if you completed the verification process for your first account?
Kind regards,
Adam
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2 years ago
Translation
Good day,
Unfortunately, I can no longer tell you that. The last email I received regarding the first account was from January 10th, 2021. I don't remember exactly whether I had completed the verification process there, because it was too far ago. Sorry.
But I'll look through everything I can find.
Many greetings
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2 years ago
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Hello Adam,
How is the situation?
will I get paid my winnings?
kind regards
Iven
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2 years ago
Dear Iven2000,
We have carefully reviewed all of the information pertaining to this case, but I'm afraid there is not much that we can do to help you.
It is not entirely clear why you have closed your first account. You have sent the request for closure to the e-mail address listed in the responsible gambling section of the website specifically for requesting an indefinite self-exclusion, but have not stated any reason when doing so.
It is clear, however, that you have opened a second account, and used details different than those used for your first account to be able to do so (e-mail instead of a phone number). In doing so, you have directly circumvented the terms and conditions of the casino.
Most casinos check for multiple accounts during the verification process at the point of withdrawal. While this is not ideal, it is currently the industry standard and explains how you have been able to deposit and play in your second account without being previously detected, especially as your first account was not verified.
For these reasons, and as your deposits have been returned to you, there is nothing more we can achieve in this case and the complaint will now be closed.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
