The player from Germany had experienced an issue with a delayed payout from Casitsu Casino. The casino had claimed that multiple accounts were logged in with the player's browser, which led to the closure of his account. The player had denied having multiple accounts and requested to prove his innocence. He had provided detailed information about his account, his devices, and his interactions with the casino. The Complaints Team had reached out to the casino for further clarification but received no response. The player had been advised to contact the casino's licensing authority. We asked the player to confirm that they had contacted the regulator, but they stopped responding to our messages. Consequently, the complaint was rejected.
Casitsu Casino - Player’s account has been blocked due to alleged multiple accounts.
Amount: €1,070
Casitsu Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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7 months ago
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Hello,
I'm hoping someone here can assist me. I had a suspicion that something was off on September 24, 2023, when I requested a payout. Typically, it is confirmed almost immediately...not this time. After a few days of back and forth with customer support about where my money was, I was informed on September 29, 2023, that multiple accounts were logged in with my browser, which is impossible. I play either on my iPhone or on my PC at home where absolutely no one else has access (I live alone). They sent me a screenshot of two accounts, which is attached here, from people I've never heard of in my life. I took another spin earlier and boosted my initial payout from 1000 euros to 1070.40 euros. I didn't think much more of it until I received an email indicating that my payout was unsuccessful due to a duplicate account. I'm truly stunned as I am 1000% certain that I do not have a second account on this site. I only have this one account, and no one else logs in or anything like that, as I mentioned previously. I attempted to log in to chat with support, and then I got the shock of my life: my account had been deactivated. I am utterly bewildered. I am looking forward to having an opportunity to prove this, as I was definitely counting on this money since I've had no issues with payouts from Casitsu in the past.
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7 months ago
Hello maetz,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casitsu Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Will the casino still pay out your current pending withdrawals? When was the last time you spoke to the casino and what was it about?
Please note that if you will have zero remaining balance on your casino account (after the successful withdrawal) the casino may block your account without any reason given. I would also advise to check if there weren't any breach of privacy on any of your device if you claim that those duplicates are unknown for you as it might have been caused by a 3rd party intentional.
Looking forward to your answer.
Regards,
Nick
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7 months ago
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Hello Nick ,
Thank you for helping me so quickly here. My account is fully verified, I think it must have been in August last year. I have had several withdrawals of up to 2000 euros from this casino without any problems. My withdrawal was rejected with the reason: duplicate account. The account was deactivated by the casino that same evening so I didn't have a chance to contact support. The last time I spoke to support was on September 29th, 2023. The question was whether I could continue playing as long as they checked my payout, they said no problem and a few hours later this email came. As I said, no one has access to my devices, an iPhone and a PC, except for me. I have read my IP (Iphone / PC) and could send it via private message. I don't have any evidence that I have multiple accounts, neither do I know the email addresses that are there nor is there a connection to me, I just don't understand it. This could just be a bug in their system. Kind regards, Maurer
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7 months ago
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It should also be mentioned that I also have an active account at Slotum, where I also made a withdrawal on September 21st, 2023 without any problems and this money arrived directly on September 26th, 2023. This account has not been blocked and belongs to the same group Dama NV. That's why I understand the whole thing even less. Casitsu or Dama knows me.
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7 months ago
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One more note, I sent you the picture that was sent to me. This is neither my name nor my email address. I don't even know who these people are. I hope this can help
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7 months ago
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I just spoke to one of my father's colleagues who is familiar with web fingerprinting. It would also be good to know which method is used there, whether it's Canvas Fingerprinting, WebGL Fingerprinting, etc. Because I have nothing to hide and will be cooperative with my data.
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7 months ago
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I was just doing some research here. There was a discussion about the same fingerprints on iPhones (https://github.com/fingerprintjs/fingerprintjs/issues/612), which is why it would be so important if Casitsu took several parameters into account instead of just that only the same browser was According to some experts, fingerprints of the same iPhone model with the same firmware can be almost identical since everyone uses Safari. It would be an advantage to know which devices are involved in order to rule out something like this directly. Of course, other factors such as location, date, time, etc. also play a role and you can check everything like that. As you can see, I am trying very hard to get my case cleared up because I am absolutely at a loss as to how this decision came about.
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7 months ago
Diesen Artikel sollte man auch noch bedenken hier ein Auszug aus dem unten aufgeführten link
Fingerprinting defense In addition to blocking cookie-based tracking, Safari works to prevent advertisers and websites from using the unique combination of characteristics of a device to create a "fingerprint" to track the user online. Some of these characteristics include the device and browser configuration and the fonts and plug-ins that have been installed. To combat fingerprinting, Safari presents a simplified version of the system configuration to trackers so more devices look identical, making it harder to single one out. And unlike some other browsers, Safari doesn’t add any custom tracking headers or unique identifiers to web requests. On other browsers, these headers can include things like location, sign-in status, account information, features enabled, and other data that can be used for cross-site tracking. Safari Privacy Overview | November 2019 4 What are cookies? Cookies are small data files that websites save on a device. They can be used for a variety of purposes, including saving signin information so that a user can navigate the web without having to sign in to the same sites over and over again. They can also be used to store information about where users have been on the web for cross-site tracking. What are first-party and third-party cookies? A cookie from a first-party website is saved to a user’s device by a web page the user has visited. A third-party cookie is saved to the device by any other site or service, often for cross-site tracking. Why is Intelligent Tracking Prevention necessary? In 2005, Safari became the first browser to block third-party cookies by default. Since then, tracking companies have found new ways to track people using first-party cookies and other data. Intelligent Tracking Prevention was created to block tracking regardless of what kind of data is used. With macOS, Safari no longer supports most plug-ins, so they can’t be used to attempt to uniquely identify a user. Fingerprinting protection is built into Safari and doesn’t require any user action. Together, these anti-fingerprinting protections make a user’s device look much more like other devices, providing "herd immunity" that dramatically reduces data companies’ ability to identify a single device uniquely—and all without compromising the web-browsing experience. Apple believes the role of the web browser is to act as an agent on behalf of the user. This means that Safari will continue to evolve to prevent new forms of tracking.
https://www.apple.com/safari/docs/Safari_White_Paper_Nov_2019.pdf
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7 months ago
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What could possibly be, according to my research into this whole fingerprint story, but it would have to be a very, very big coincidence and I don't even know if that's even possible is that on September 10th, 2023 I got my defective Macbook I sold Air that was delivered on September 14th, 2023. The Macbook was of course completely reset, the only thing that remains the same is of course the hardware MAC address but that can also be compared with other parameters (apps, addons, etc.) whereby the overall picture will be unique again because each person has a different surfing behavior IP address, location, etc. Of course, I also have the relevant evidence from eBay. That's why it would be so important if Casitsu evaluated the complete data of when these other accounts were created, from which device, etc. and the exact time. I really have sleepless nights because I don't understand what the problem is, it just doesn't make any sense. I don't know these people. It certainly can't be at the same time as my iPhone / Windows PC or former Macbook with the same parameters, same location, same IP. As I said, the issue with the Macbook that was sold is the only thing I could somehow explain, but that can also be evaluated based on the data if this very unlikely situation has arisen.
Attached is the link I can then of course directly from my Ebay account (
mattmau-2693 ) there is further evidence that this is my account
Kind regards Matthias Maurer
https://www.ebay.de/itm/386110475994
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7 months ago
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Nick? Hello ? If you have been able to clarify anything, I am always available to answer any questions you may have or to answer any data you may need. Please reply as I really expected this payout
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6 months ago
Hello maetz and thank you for all the information provided. As we will need more information regarding the multiple accounts - when did they login from the same browser, if there were any bonuses used on them or if there is any other connection between the accounts, your complaint will be forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hello maetz,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casitsu Casino to join the conversation and participate in the resolution of this complaint.
Dear Casitsu Casino,
Can you please provide further information regarding the connection between the player's account and the other accounts mentioned? In particular, can you explain when the accounts were created, last used, if they were verified, and how they have been linked to the player?
Kind regards,
Adam
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6 months ago
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Thank you very much to you Nick and hello Adam 🙂 I really hope that we can get this resolved quickly, as I said, if further private data about me is needed, I will make everything available because I can guarantee that I am telling the truth and can also prove it.
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6 months ago
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As a note, I have Gold VIP status at Casitsu and Silver level 8 at Slotum, which belongs to the same group. As you can see, I have always been a loyal and, above all, paying customer there
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6 months ago
Thank you for the additional information, maetz.
We will allow the casino some time to respond to the complaint.
Kind regards,
Adam
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6 months ago
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.
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6 months ago
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Based on the other complaints that have been submitted in the last few days, I see that Casitsu is very active here in the forum and also responds. Please, dear Casitsu team, comment
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6 months ago
Dear maetz,
I am now in contact with the casino via Skype and their Anti-fraud team is investigating the situation. I will extend the timer while we wait for more details on their findings.
Kind regards,
Adam
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6 months ago
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Thank you very much Adam if you need anything just let me know any transaction receipts etc. It has to be said that I have so far refrained from contacting these other people because Casitsu (for whatever reason) sent me these private sensitive data (as on You can see the screenshots that I attached here, which came directly from Casitsu's support chat at the time) which is guaranteed to violate any data protection guidelines, so maybe I should do that if it helps.
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6 months ago
Once more, we would like to invite Casitsu Casino to reply to this complaint.
I will extend the timer in accordance with our policies, and if there is no response upon its expiry the complaint will be closed as 'unresolved ' as previously mentioned.
Kind regards,
Adam
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6 months ago
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Thanks for the info Adam, I really hope that the Skype contact manages to answer here. This is very little money for the casino, but for me these 1000 euros are a lot. To me it just sounds like a rip-off from Casitsu... They know full well that I'm right and that's why nothing comes of it. How can I proceed afterwards?
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6 months ago
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Does the Skype contact no longer answer?
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6 months ago
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Strangely enough, the support chat just opened and I was told that there were now 7 accounts? That all sounds like a huge mistake to me. At the beginning they block me because they claim without any evidence that there are 2 other accounts and a month later there are 7? How could that work? It's impossible. I haven't had access to my account since then, every sane person can see that something is up there.... I've had this one account on Casitsu for over a year, I've been playing there regularly and suddenly I only have 2 duplicate accounts and after After the blocking there are now 7 duplicate accounts, it's all a joke..... Nobody, absolutely nobody has access to my devices. Whether there are people who also have an iPhone 12 pro Max with exactly the same memory status etc. That could be good, but no one has access to mine, my IMEI is unique and you can easily prove that. If Casitsu contacted the other accounts they would easily see that there is no connection.
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6 months ago
Hello maetz,
Thank you for the additional information. I am still waiting for the casino to get back to me via Skype with the information from the anti-fraud team.
Dear Casitsu Casino,
Can you please clarify the situation? Are there now links to further accounts, and how have they been linked?
Kind regards,
Adam
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5 months ago
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Thanks Adam for the update, I really hope someone gets in touch...
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5 months ago
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This casino makes several million in profit but doesn't even want to take care of a player for whom this 1070 euros is a lot of money.... I'm really stunned
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5 months ago
Hello maetz,
I have still not heard anything further from the casino, so I will extend the timer one more time in line with our policies, and contact the casino again to see if there is any progress.
Kind regards,
Adam
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5 months ago
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I don't think anyone will come forward anymore... They're just criminals and rip-offs. Where can I then contact you to report this?
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5 months ago
Hello maetz,
There has been no further response from the casino, I will contact them one last time. If there is still no response the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino. The next option will be to submit a complaint to the casino's licensing authority (complaints@gaminglicences.com).
Kind regards,
Adam
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5 months ago
Hello maetz,
I have still received no response, can you please let me know if you have contacted the regulator as mentioned above?
Kind regards,
Adam
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5 months ago
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Hello Adam, no I haven't done that yet, I wanted to wait and see if Casitsu would get in touch. Then I'll get it started there. Any tips for that?
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5 months ago
Hello maetz,
I apologize for the delay in responding, it is due to illness.
With regards, to submitting a complaint to the regulator, it is best to do so by email: (complaints@gaminglicences.com).
You should submit your complaint in English and be sure to include your details (such as full name, country of residence, age) as well as the casino name and your casino account details (username, email).
You must also be able to prove that you have tried to resolve the issue with the casino before contacting the authority, so it is important to attach any communication with the casino up to this point, including emails and screenshots. You can also include any other evidence or proofs you feel may be relevant.
Be sure to describe the issue as accurately as possible, and include dates, times, and exact amounts of disputed sums. Of course, you should remain polite throughout the process.
Please do let me know when you have submitted an email to the authority.
Kind regards,
Adam
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5 months ago
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Okay, I'll sit down straight away tomorrow, I'm lucky I've documented everything!
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4 months ago
Dear maetz,
Can you please provide an update on the situation? Have you contacted the aforementioned authority?
Kind regards,
Adam
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4 months ago
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Hello yes, I contacted the authorities.
Kind regards, Maurer
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4 months ago
Hello maetz,
Can you confirm if the authority has acknowledged receipt of the complaint? Please forward any response they have given you to my email (adam.m@casino.guru).
We will then close this complaint temporarily while we await the regulator's decision.
Kind regards,
Adam
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