The player from Germany self-excluded from the casino but successfully created a new account and made a deposit. They request a refund and emphasize that the casino should prevent players from creating new accounts after self-exclusion.
Coins.Game Casino - Player seeks refund after account creation post self-exclusion.
Amount: €99
Coins.Game Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
4d 10h 8m 52s
Case summary
2 days ago
Public
Public
1 week ago
Translation
Hello,
I have self-excluded myself from this casino. However, I was able to easily create a new account and make a deposit. Therefore, I would like to get my money back. This casino should ensure that a player cannot simply create a new account if they have self-excluded on another account.
Automatic translation:
Public
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6 days ago
Dear markster332,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
- Was your first account fully and successfully verified by the casino before it was closed?
- How did you create both of your accounts—did you register using an email address, or did you opt for the quick registration option via a social network?
- What personal information did you provide when creating your second account? Did you enter any additional data into your casino profile upon opening it?
- Lastly, has your second account undergone successful verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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6 days ago
Translation
Hello Veronika,
1. Yes, I actually had 4 accounts in total, 3 of which were verified by submitting my same ID card. I also excluded myself from all accounts.
2. I created all accounts with my Google accounts.
3. I have provided my personal information.
4. The last account was not verified. But my accounts before that were.
Best regards
Automatic translation:
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5 days ago
Translation
Hello,
I tried to get the list of my deposits from my old, blocked account. However, the only answer I got was that I can access it in my account after my blocking and that support is unable to send it to me.
I also looked at the terms and conditions, and it says that you cannot create another account if you have been excluded. But I managed to do this, I even verified myself with the same ID. So I'm asking you to refund my deposits on the site. Thank you very much.
Automatic translation:
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3 days ago
Could you please forward me the account closure request from the first account you created at this casino? My email address is veronika.l@casino.guru. Have you specified the reason why you wish to self-exclude? Kindly forward me the replies from the casino customer support as well. Thank you for your cooperation.
Public
Public
3 days ago
Translation
Hello Veronika,
I answered you by email.
Have a nice day/evening!
Automatic translation:
Casino Guru is examining the case
