The player from Germany encountered issues after using a first deposit bonus, as his account was locked and all his winnings were withheld due to accusations of having multiple accounts. He asserted that he had only one account and had never played at the casino before. The complaint was rejected by us due to the player's failure to respond to our inquiries and provide the necessary information for further investigation. Consequently, we were unable to suggest any solutions or proceed with the case.
Casinostars - Player's account is closed due to multiple account accusations.
Amount: €1,000
Casinostars
Safety Index:HighSafety Index
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8.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months 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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2 months 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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2 months 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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2 months 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 months 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 months 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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2 months 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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1 month 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.
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1 month ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime. However, we will need the requested clarification and details.
Thank you very much, Casinostars Team, for providing information and cooperation!
Best regards,
Branislav, Casino.Guru
