The player from Japan had an issue with an online casino, which had identified duplicate accounts and halted his activities. Despite having deposited $2000, the player was unable to continue playing. The player insisted that he was not responsible for the duplicate accounts, as he shared his apartment with his father, who also had an account. The player stated that his father had passed the KYC verification process and was withdrawing money. The player was upset that the casino did not identify the duplicate accounts when he made his initial deposit. The player also claimed that his sister had encountered a similar issue with multiple accounts, but was allowed to keep one active. The player had contacted the casino for clarification but received no response. We had reached out to the casino for a resolution but received no response, resulting in the complaint being marked as 'unresolved'.
Casitabi Casino - Player got accused of having multiple accounts.
Black points: 635
Amount: $3,800
Casitabi Casino
Safety Index:Above averageNo reaction, passive regulator
UNRESOLVED
Case summary
I was told I couldn't play any further because there are duplicate accounts. If there are duplicate accounts, why was I allowed to deposit in the first place? I've deposited about $2000.
Dear ponta0807171,
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? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?
Please keep in mind that casinos frequently conduct identity checks when the player requests a withdrawal and provides all the required personal information for account verification. It is at this point that the verification system may identify duplicate accounts associated with the same personal details.
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
My father has passed KYC and is withdrawing money. No two IP addresses are the same.
My address and my father's address are in the same apartment, but different rooms and different households, so it's impossible to have duplicate accounts.
If you have multiple accounts, you should close them when you make your first deposit. It's impossible for me to spend more than $2,000 on a casino trip and then just shut it down and forfeit my winnings.
There are only idiots on a casual trip. I was also responsible for a third party creating an account.
I only found out that I have multiple accounts after applying for a withdrawal, so how should I report it? Also, you say that there are multiple people with the same last name, same address, and same date of birth, but I think the fact that they can create the same account in the first place is a lack of security for Kajitabi. I won't answer any questions here. This casino is closed.
My sister was also told before that she had multiple online casino accounts, but at that time she kept one account and froze the others.
Why am I freezing everything?
I decided to do this because I don't want to withdraw $3800. That's not fair.
Could you please specify if the casino found several accounts of yours with the same name, address, and date of birth?
Or have you been accused of having multiple accounts mistakenly due to your father living in the same apartment building as you do?
Kajitabi is a bit misleading, saying that they have an account with the same date of birth and address as me. Or they say they have an account that looks like it was created by me.
I have only created the first account I have now.
When I asked Kajitabi for the details, she evaded everything.
No matter what I say now, they won't respond.
Thank you very much, ponta0807171, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
Hello ponta0807171,
I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Casitabi Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Casitabi Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you in advance for providing the information.
Kind regards,
Tomas
If Kajitabi had the same address, name, and phone number as me, I asked them to submit documents to prove it, but they told me to let them know if I had a complaint directly with the head office.
It seems that I had registered at another casino in the past with a similar address and name to mine, but the casino temporarily froze it before depositing, and after clearing up the misunderstanding, I am now playing normally.
I knew Kajitabi had multiple accounts, so I made a deposit, and when I tried to make a purchase and withdraw money, it said I had multiple accounts and froze it, so I'm not satisfied with that.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear ponta0807171,
I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.
I will keep you posted. Thanks for your patience.
Kind regards,
Tomas
Dear ponta0807171,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach
If the casino decides to reconsider its position, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend you contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. It is not the best licensing authority out there but it has more options and tools to help players.
Let me know how they responded (tomas.k@casino.guru). I wish I could be of more help.
Best regards,
Tomas
