Casinomia Casino - Player has been accused of opening multiple accounts.

Hi,

I signed up with casinomia at the beginning of last week. I have never had an account with them before and neither has anyone at my address (I live alone).

I completed KYC with them and they gave me the welcome bonus. 4 days later after completing verification of my skrill account they claimed i had violated the clause for multi accounting? They claim I had an account before or someone had on my ip? This is impossible as its a new internet connection with 3 and no1 has had an account before at my address.

The casino have said an IP similair to mine may have been used before and that is why? They have stolen 500 from me and have no evidence to back this up.

Please help!

Dear Al,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru.

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

Dear Al,

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.

Hello,

As previously stated I cannot send any communication! It was all via live chat and the casino REFUSED to send me a transcript of the chat! I requested this twice.

Al, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Thank you in advance.

Dear Al,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from the player:

"Hi,

No or course I haven’t used a VPN. I have logged in from my home computer and can provide my geolocation etc to confirm."

Thank you very much, Al, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 Al,

I looked at your complaint and will do my best to help you. I would like to invite Casinomia Casino into this conversation. Please, send me some relevant evidence to my email: viliam.v@casino.guru that this player had multiple accounts.

Hello, 

We are truly sorry that the player is disappointed with our services but we have detected a number of accounts using the same IP address: 23.92.127.18. Also note that bonuses were granted on more than one account. All this breaches a number of our Terms and Conditions and we have no other choice but to take the actions we have taken. 

We attach a screenshot showing the accounts associated with that IP address. For the sake of privacy we have hidden part of the email addresses.

Kind regards, 

The Casinomia team

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.