Casinostars - Player is denied withdrawal due to multiple accounts allegation.

I am being accused of creating multiple accounts with my IP address, and I have not done that at any time.

Dear dmh5gdzdw9, 

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?

Have you used any VPN or IP-masking software to access the casino website?

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

Good morning, is it possible that someone is using my IP? I have not entered the identification because they do not answer and they have blocked my account. I have accumulated earnings without a bonus.

all the best,

Oscar

Please forward me all the communication between you and the casino regarding the closure of your account at veronika.l@casino.guru. Please include all the other evidence that could be relevant to the investigation of your case as well (screenshots, chat transcripts, photographs). Thank you for your patience and your cooperation.

Thank you for your email. However, I am still missing the email from the casino accusing you of multiple accounts. Please forward me the email with this information as well.

You will not receive an answer. They are not right... and that is why they do not respond.

I am afraid there might have been a misunderstanding. I need you to send me the email you received from the casino, in which they informed you that you had multiple accounts.

I have not been informed by email, I have been informed by live chat

Thank you for your response. Could you please post here a screenshot of your communication with live chat support explaining the reason for the closure of your account?

It won't let me into the casino, I think they've blocked my entrance

Thank you very much, dmh5gdzdw9, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear dmh5gdzdw9, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Casinostars representative to join this conversation. 

Dear Casinostars, could you please provide more information about this case? 

Looking forward to your reply.

Hi Casino.Guru

We kindly ask you where to provide relevant documents which will undoubtedly prove players multi accounting.

Casinostars Team

Wherever they tell me, I can provide the documents they ask for.

Dear Casinostars,

please send them to my email: katarina.d@casino.guru.

Looking forward to your reply.

Hi Katarina,

We have sent you email with all details.

Casinostars Team

Dear Casinostars,

thank you for your email. We are actively investigating this complaint and will provide an update at the earliest opportunity.

Dear dmh5gdzdw9, 

I regret to inform you that I have received evidence indicating that you have created multiple accounts.

Are you aware that this is a direct breach of casino's terms and conditions? Could you please provide an explanation for your actions?

Dear dmh5gdzdw9, 

Following a comprehensive investigation, we have obtained additional evidence corroborating the casino's decision to close your account and forfeit your winnings. We regret this outcome. As you may know, casinos permit only one account per individual or IP address, and this regulation is enforced with utmost rigor. Even if multiple accounts were created inadvertently, by checking the box indicating your agreement with the terms and conditions during registration, you acknowledged your understanding of these rules.

I will now reject this complaint.

I apologize for not being able to provide more assistance.

Best regards,

Katarina