Casinoin - Player's account has been closed due to alleged multiple accounts.

Casinoin closed my account without any warnings. i was playing online and they just log me out. i contact them and they told me two things. First that i don't have an account and second that they found additional accounts. i asked them for proof what they found and no response.

Dear resforpres, 

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 I can understand the whole situation completely.

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, 

Veronika

Hello.

One friend of mine was logged in once from my wifi to his account. but to his account, months ago. since then i played a lot of times and i deposit and withdrawl several times. they did it on waiting for verification, almost six months now they didn't want any verification. all happened after winning money from free spins. the money i earned(700) was from rewind and i covered the wager they wanted. i just want the money that i earned.

Thank you

Do I understand correctly that your account was closed after an unsuccessful verification?

Kindly forward me any communication between you and the casino that could be relevant to this case. My email address is veronika.l@casino.guru. Thank you.

I don’t think it was unsuccessful due to the documents. Because they did the verification after months that I have signed in to the site they found that I have additional accounts. As I told you, a friend of mine had signed to his account from my WiFi before 2 or 3 months ago. I think this is what they call additional accounts. Does this count to close my account? They closed and my friend’s too.

Thank you very much, resforpres, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello resforpres,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this.

We would like to invite Casinoin to join the conversation.

Dear Casinoin,

Could you please furnish us with additional details regarding the player's allegedly multiple accounts?

If the information can't be shared publicly, please send it to michal.k@casino.guru

Hello,

Please be advised that we have provided evidence of the violation of the company's Terms and Conditions to substantiate our actions.

Please let us know if you require any additional information.

Regards,

Dear Casinoin Team,

Thank you for the provided information and evidence.

Dear resforpres,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with the same IP, the same device ID, and the same Google ID. All of the accounts took advantage of the bonuses, which can’t be considered as just a coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned in the clauses:

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

10. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Bonus Terms are prohibited.

11. The Company is entitled, at its sole discretion, to disqualify any Client who committed a fraud or falsified or attempted to falsify the participation process or the progress of any Promotion, or violated this Agreement, Bonus Terms and/or Specific Terms, or who can, in a reasonable opinion of the Company, damage the Company’s reputation and brand or reputation of any company of our group.

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.

Bonus Terms & Conditions Casino

2. Participation in the promotion

2.8. Bonus abuse includes but is not limited to: 

● breaching the Terms & Conditions of a Bonus or other promotional offers; 

● opening multiple accounts to claim multiple bonuses;

3. Bonus crediting and wagering requirements

3.1. Bonuses are limited to one instance per user, IP address, electronic device, household, residential address, telephone number, payment method, email address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru