Casinoin - Player's account blocked on the grounds of multiple accounts accusation.

Hello .

I have made an account in this casino about three months ago.

I made a deposit with USDT. I tried to withdraw my money, which is about $300, and they kept canceling it without telling me the reason .

After a few days, I asked them myself.

They asked me to send them my documents , which I did.

Every day they asked me for something different.

I have also sent them 4-5 selfies that they asked for. Many days passed and they sent me an email that I have many accounts!

This is not true .

I have no reason to open any more accounts. I can't figure out what's wrong.

They probably made a mistake and it's the Internet cafe I used to go to when I wanted to gamble.

It's been 3 months and they don't give me my money and I can't even access my account.

I need your help , Thanks !

Dear atzouna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you accumulated your winnings with or without an active bonus? Was your game activity in the casino purely from the Internet cafe computers?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello .

Yes , I didn’t take any bonus .

The most of the times and my registration was at internet cafe.

Thanks for the explanation.

Could you please send me the recent communication between you and the casino about the issue? Please send the information such as emails and chat transcripts to my email at tomas@casino.guru

Tomas I have send you the screenshots in your email .

Thank you !

Thank you very much, atzouna, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, atzouna,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinoin's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinoin team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino 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 as ‘unresolved’ which may negatively affect its rating.

Good afternoon,

Kindly review the email and evidence provided that clarifies the blocking of accounts resulting from violations.

Regards,

Casinoin

Thank you, Casinoin team, for your email and the details provided.

Dear atzouna,

Do you please remember how many deposits and in what amounts did you make to your casino account?

Where did the deposited funds come from? What was the source of the deposited funds?

What types of games did you play the most, and from what type of games did you accumulate most of your disputed winnings? Can you please confirm it was mainly sports betting?

Could you please explain how it is possible that at least 2 other casino accounts were used from the same device that was used to access your disputed account?

Dear atzouna,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Hello .

From what I remember I had made a deposit of 60-70 USDT.

I have played both slots and betting. I have profits from both, but I think themost is from the bet. I can't understand how you find these accounts. I only did one, I have no reason to do another.

Surely others have played from the same computer, as I told you, I was in an internet cafe. I learned about this site from there and from some YouTubers who advertise it. It is very well known in my area and I know a lot of people who play slots in Casinoin.

thank you ..

Dear atzouna,

After gathering all the necessary information, we are closing this complaint as unjustified due to several following reasons playing against you:

• The accusations on the casino's side relate mostly to sports betting and breaching the sports betting rules - as you might know, our forum deals with complaints about online casinos only, and we do not have enough insight to take on this kind of issue; in addition, according to the evidence, slots were played after you were asked for verification, so it seems it was done only to be able to submit a complaint on 3rd party websites or to hide your previous and first activity - sports betting, made shortly after your deposit
• Although your identity could have been verified, the casino's inspection processes also include game history and activity checks, which you failed to pass
• We are talking about multiple accounts used by 1 person or collusion
• "I can't understand how you find these accounts." - there is an industry-standard rule in all casinos that prohibit playing with more than one account, which states and forbids also IP match, as well as playing from the same household or public internet connections - so, it is really nothing special or unbelievable if your account data matched the data used by other accounts connected to the casino's website from the same place/device, the casino also has advanced tools to identify such occurrences very easily
• Although we consider each multiple accounts case individually, and sometimes, only an IP or device match is not enough to support such accusations, it possibly would have not meant a problem if you only played from the same internet connection; however, since also the same device was used by several accounts, it would be very difficult to prove anything else - also the casinos have to protect themselves against abuse by players, and such rules were created exactly for this purpose
• Players are obliged to use only their own funds and payment methods in their own names for deposits
• There are other factors and data matches that only support the casino's claims and decision. which will not be disclosed here for understandable reasons

Since you failed to pass the KYC and additional checks of your disputed casino account for the stated reasons, the casino acted in accordance with its terms and conditions.

I am 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.

If you are not satisfied with the complaint solution, I recommend you consult ADR or the gambling authority that the casino is regulated by. Alternatively, you can file a complaint to one of the websites that deal with sports betting-related complaints. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Casinoin Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru