The player from Germany encounters issues after using a first deposit bonus, as his account is locked, and all his winnings are withheld due to accusations of having multiple accounts. He asserts that he has only one account and has never played at the casino before.
Casinostars - Player's account is closed due to multiple account accusations.
Amount: €1,000
Casinostars
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
4d 2h 35m 55s
Case summary
3 days ago
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1 month ago
Translation
Hello, I played at this casino and used the first deposit bonus. When I finished playing and requested a withdrawal, I received an email 2 days later accusing me of having multiple accounts. My account was locked and all funds were withheld. However, I do not have any other accounts at this casino and have never played there before.
Automatic translation:
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1 month ago
Dear RadeLa02,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinostars.
Please allow me to ask you a few questions, so I can better understand the situation.
- 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?
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
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1 month ago
Translation
Hello, no, there is no one in my household who could have an account and only one very old man lives in my house. I have not received any information about the status of my verification.
Automatic translation:
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3 weeks ago
Dear RadeLa02,
Could you please share your communication with the casino regarding the issue, including the communication with the accusations against you? Send the information to my email at tomas@casino.guru
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2 weeks ago
Thank you very much, RadeLa02, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.
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2 weeks ago
Hi Tomas & Peter
We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.
Casinostars Team
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1 week ago
Hi Peter C.
We have shared information regards this case in a Skype group with other Casino.Guru members.
Casinostars Team
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3 days ago
Dear RadeLa02,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
RadeLa02 has 4d 2h 35m 55s to reply
