Casinoin - Player's winnings confiscated and account closed.

Casino confiscated my winnings and closed my account.

I was playing in this casino long time ago and made a couple of deposits.

After I got some winning, casino requested a verificaiton. I was doing the verification for a long time, even I was sick and had some long term treatment.

I submitted all the requested documents, a lot of selfies, selfie video, thansactions history from my ewalet account.

I have only one account the this casino, but they stole my money and closed my account.

Dear bambambilulu,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Did the casino cite any rules that were broken?
• What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a 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

Hi Tomas, thank you for your reply:

• I oppened my account in April 2021.
• I played in the casino, made more than 10 deposits of at least 300 EUR each, and finally in June 2021 I got the winning of 1987 EUR and claimed the withdrawal.
• I played Slots only
• As I mentioned, I made more than 10 deposits and used deposit bonuses as well as just played with my money.
• Right after that, casino requested a verification from me, and I submitted all the documents, but they used to reject all the time.
• Unfortunately, I got hardly sick, and had a long term treatment till the mid 2023.
• In November 2023 I returned back to casino and submitted all the documents the the requested. They did it for two month and asked me for a several different documents, selfies, selfi videos etc.
• After two months of submitting documents casino wrote me the followin:

Please be advised that your account has been suspended due to unfair game and suspicious activity.

This decision was made by the company's Security Department after a thorough investigation, which includes a detailed analysis of the gaming activity on the account.

The result of the investigation revealed a dishonest game which led to the permanent block of the account and retention of funds according to the following clauses of our T&Cs:

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.

I declare, that I never created any multiple account and never commiter any fraud. I played only on my account and used my ewallet to deposit casino

Thanks for the explanation.

• Could you please share your communication with the casino from November last year when you attempted to verify in the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
• Was there any gaming activity on your account since you became active last year?

Thank you, forwareded to your email.

• no I did not played the last year in casino, only wanted to return what I have won before

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

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Casinoin to join the conversation.

Dear Casinoin,

Can you please provide more information on the player's blocked account? Please elaborate on what unfair game and suspicious activity should the player allegedly engaged in?

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

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.

Hello,

We have shared the relevant evidence with michal.k@casino.guru. Please review it and get back to us at your earliest convenience.

Best regards,

Dear Casinoin Team,

Thank you for the provided information and evidence.

Dear bambambilulu,

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 similar names, and the same payment method as yours. All of the accounts took advantage of the bonuses, and similar games were played, 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;

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