CasinoInter - Player has been accused of opening multiple accounts.

i made 80e deposit got 80e Sportsbook bonus, won 680e, verified account, did withdraw, and withdraw was canceled.

Email from casino:

Your account has been found to be in breach of clause 1 of our Sportsbook Terms and Conditions: 1. Eligibility Only one promotion is awarded per customer account. Per customer means player meaning one per family, household address, IP address, email address, telephone number, credit or debit card or e-payment account, or shared computer (e.g., school, public library, or workplace). If you are found to be in breach of this clause, all winnings will be confiscated. Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of has been returned to your gaming account. Regards Accounts Team

I never had any more accounts and verified my account, this company is a scam.

Dear MattiRambo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. As you might know, our Forum Casino.Guru, deals with the complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to an accusation of creating multiple accounts, we would like to help you.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

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

Best regards,

Petronela

I am using dynamic IP from the largest internet network in my country, variable IP.

I guess that's not possible, but the weird thing is that they first verify the account and then cancel the winnings when I try to withdraw.

Is there any relevant communication, including the account verification and the subsequent accusation, that you could forward to petronela.k@casino.guru?

I sent to the email address provided, this company is weird they still send me deposit bonus offers it looks like they are looking for freerolled players, no chance to withdraw.

I'm sorry, but I haven't received any email yet.

Dear MattiRambo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I send email, petronela.k@casino.guru

Casinointer sends me special offers all the time, and I have deposit bonuses available in my account.

Thank you very much, MattiRambo, for forwarding the relevant screenshots. Do I understand correctly that your account has been successfully verified on 12th of May and one day later you were accused of opening multiple accounts? Regardless of the accusation, your account remains accessible and you still receive promotional offers from the casino. Could you please advise if you've received your refunded deposit? Looking forward to hearing from you.

my account verified 12th of May, then I did withdraw from the Casinointer account and then the casino accused me of having multiple accounts, yes my account still open and receiving promotional offers, deposit bonuses available in my account.

yes, the deposit is returned.

Thank you very much, MattiRambo, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Matti, I'm Nick and I'll be assisting you from now on in the complaint. I'll now try to contact the casino and let them know about your issue.

Hello Matti,

We successfuly got in touch with the casino and they have provided us with proof breaching casino terms regarding account multiplicity/ same IP address. I'm sorry that we could not help you out but it's againts the casino's terms to have multiple accounts or to play on same device/same IP with other account. Is there anything else we can help you with regarding your issue?

I understand, but I do not believe that the casino presented any evidence for multiple accounts, it is impossible because I use a dynamic IP which changes with every connection.

it is impossible for the casino to have such proof.

it's a lie.

Dear Matti,

Unfortunately, it might happen if you play with dynamic IP that someone else might be playing in the casino too with the same IP and it is against terms and conditions of the casino. I'm really sorry but there isn't anything we might be able to do in this case as I was informed that the initial deposit was returned to you. Is there anything else I can do for you?

should close the complaint as unresolved, unless the casino has provided any evidence, not just empty words, and I'm sure they don't have any evidence.

dynamic ip network has hundreds of thousands of ip addresses in which for a small casino it is unbelievable that someone else has set up an account with the same IP address.

deposit refund is not a good solution and is ridiculous, unless the casino likes to have freerolled players.

I will also describe the situation with this casino on other gambling platforms to force the casino to present evidence.

Unfortunately,

They provided the relevant evidence which was enough from them to close your account. We will be closing the complaint now but if there will be any new evidence coming up from you or any other authority, we will be happy to reopen the issue and help you resolving it.

Best regards,

Nick

Casino.guru