The player from Greece had experienced account deactivation at a balance of 516.66 euros due to allegations of multiple linked accounts. The player had asserted that he had completed all KYC procedures and that the only other person who had used his device to play was a friend, who had a separate account. The casino had alleged a violation but did not initially provide specific details. After discussions with our Complaints Team, the casino had agreed to reopen the player's account as an exception. The player had confirmed that he was able to access his account and withdraw his funds. The complaint had then been marked as resolved.
Casinoin - Player's account deactivated citing multiple accounts.
Amount: €516
Casinoin
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I've been playing for a while and even successfully withdrew a hundred euros without any issues. However, I suddenly ran into a problem when my account balance reached 516.66 euros. After verifying my account, I received an email stating that my account had been deactivated due to multiple accounts linked to the company. I've never made another account, but a friend who uses the same network did log into his own account from the same company and he recommended I play there. I have all the necessary evidence for any requested verification. I am awaiting an immediate response.
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1 year ago
Dear p4nos1,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinoin.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please advise if you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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
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1 year ago
Translation
Good evening Tomas and thanks for the reply.
- No, no one in my household has created an account. It just happened that a friend of mine played from my computer with his own account who suggested casinoin for me to play. Nothing more!
- I've done KYC, I've sent everything, selfies, identity cards, although sometimes I thought they were asking for too much, I gave what they asked for.
- My earnings are without any active bonus.
I have screenshots of everything. At your disposal to show you anything you need. I feel that my hard-earned money has been stolen from me and I trusted this company. Thanks
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1 year ago
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I should also add that I have sent an email to the complaints department without any response and with indifference. I don't accept anyone playing with the money I give and earn with hard work. It's pure theft and I can prove anything asked
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1 year ago
Could you please advise who created an account in the casino first - you or your friend? Have you played exclusively from your computer in the casino or have you used other devices to play?
Could you please list which documents you sent for the purposes of verification in the casino?
Have you received any response from the casino since your last message? If there is any relevant communication from the casino please forward it to my email at tomas@casino.guru
I'll await your reply.
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1 year ago
Translation
My friend made an account first, but from his mobile and not from my network. He had only connected once from my computer and played before I even had an account where he recommended casinoin to play. I played from my mobile phone and from my computer. From nowhere else. For my casino verification I have sent
- photo ID and since they wouldn't accept it I sent my driver's license
- I have sent a photo of detailed movements from the cards I have made a deposit where it is clearly written who the cards belong to, my address and the number of the cards and my name.
- Selfie holding the physical card that made the deposit, the identity card and the driver's license against the background of the chat of the conversation with casinoin.
Although I thought it was too much I sent all this and waited at least 5 days until I got an e-mail that only says that they are deactivating my account because they think I have made multiple accounts. this has never happened before and I can prove that the other account that was logged in only once from the computer is my unrelated friend and is a completely different person. The only response I received from the casino after the last message was the same message that it simply said that it is deactivating the account without giving any explanation about it and I turned to you. I hope you can help resolve the issue. I have forwarded you the entire conversation we had with the casino. Thank you for your time
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1 year ago
Thank you very much, p4nos1, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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1 year ago
Translation
Thank you very much for your time, and I wish the same. A company with a good rating and reputation from your website cannot treat its customers so unfairly and dishonestly and abuse their money. When a deposit is made, there should be no problem and when a withdrawal is made, all the problems start together. The same company that says before you even register that it will never ask for identification to withdraw profits (there is a screenshot) and is baiting, even so, I did what they asked me with the identification, I proved that I am the person who has the account and also if if requested, I can prove that the other account has nothing to do with me. But even for that reason, the company has no intention of helping. I want the money I invested and earned back. I feel like I've been robbed.. thanks
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1 year ago
Hi p4nos1,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Casinoin to join the conversation and contribute to the resolution of this complaint.
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1 year ago
Hello,
We will provide evidence to substantiate our actions concerning the detected violation.
Kindly share your email address with us so we can forward it to you.
Regards.
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1 year ago
Translation
I would also like to see the data so I can provide screenshots and evidence for what is requested. Almost a month has passed and you don't care about the customers who leave money so that a solution can be found. Its a shame!
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1 year ago
Dear Casinoin team,
Please forward the evidence to my email address (peter.m@casino.guru).
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1 year ago
Dear Casinoin team,
Thank you for the evidence provided. I sent you an additional question.
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1 year ago
Hi p4nos1,
We are currently discussing the evidence provided by the casino. I will keep you updated.
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1 year ago
Translation
Thank you very much for your time. Although I don't see a disposition for a solution. When a company cares about its customers, it tries to find a solution, especially if the customer knows he is right and can provide all the information he needs. We are talking about an amount of 500 euros and I have been waiting for over a month for answers that I have sent personally. Always the same excuse. I don't want to know what would have happened otherwise. It's a shame customers are treated like this. it's sad .
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1 year ago
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Hello, is there anyone new? I have been waiting for a few days for a renewal and the timer keeps renewing without having any information, without being asked for proof. How is it possible to do something like this? I can find out if it is possible to know how to move. If nothing is done to continue, please help me to make a complaint to the licensing authority and from there on to move differently. To wait so many days and the casino is indifferent to me is soul-destroying.
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1 year ago
Hi p4nos1,
I received an email from the casino stating that your account would be reopened as an exception. I strongly suggest you avoid sharing devices when registering or playing in casinos in the future to stay away from trouble. Please let me know if your account was reopened.
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1 year ago
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Good evening Peter, I'm glad to hear but so far no account has been opened nor have I received any updates as I try to log in daily.
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1 year ago
Dear Casinoin team,
Could you please update us on the status of the account?
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1 year ago
Translation
Hello ! I tried again and the account is entered normally and the money was withdrawn. I want to thank Mr. peter and the casinoguru team who generously offered and found a solution to the problem I faced. Thank you so much..be well!
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1 year ago
Hello,
The accounts were reopened as an exception and as a goodwill gesture, as previously communicated to CasinoGuru.
Best regards,
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1 year ago
Thank you, Casinoin team for your help.
Dear p4nos1,
I'm glad to hear that your account was reopened. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
