The player from Germany reported that Allstars.io had confiscated his $2,000 balance and closed his account due to alleged "multi-accounting." He clarified that after following support's advice to log in on a friend's laptop, both accounts were blocked when he requested a withdrawal. He was willing to undergo identity verification to prove that both he and his friend were separate individuals. The complaint was closed by the Complaints Team because the casino's terms prohibited multiple accounts per individual or device, and both accounts had been accessed from the same device, constituting a violation. It was emphasized that players had to adhere to the casino's rules to avoid such consequences.
Allstars Casino - Player's account has been closed and balance confiscated.
Closed
Our verdict
Unjustified complaint
Amount: 2,000 USD₮
Allstars Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
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2 weeks ago
Translation
I am filing this complaint against Allstars.io because the casino confiscated my $2,000 balance and closed my account on suspicion of "multi-accounting".
For complete transparency: The first account mentioned by the casino was my old player account, which I had closed myself at the time because I switched to a new email address. Since the casino allowed my registration with the new account without any problems and accepted all my deposits without any issues, I assumed everything was perfectly fine. I then showed the casino to a good friend. He liked the platform and created a completely separate account on his own laptop. We are two completely different, real people who wanted to play independently with our own money.
While we were out together, the website on my device started lagging terribly. I then contacted live chat. The support representative explicitly advised me to change my device or browser. Based on this direct instruction from support, I used my friend's laptop to briefly log into my account. After that, the casino continued to accept all deposits from wallets registered in my name without any problems.
The moment I requested a withdrawal of my legitimate winnings, both accounts were suddenly blocked and my $2,000 was withheld. The casino is now using the identical hardware fingerprint, which only came about due to the faulty website and instructions from their own support team, as a pretext to accuse me of fraud.
We are both willing to undergo separate and full identity verification (KYC/selfies) at any time to prove that we are two real, separate individuals. Since I played exclusively with real money and absolutely without bonuses or promotions, there was no financial advantage or abuse at any time. I request the release and payment of my $2,000.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Dear Player,
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.
- Have you contacted customer support before opening your second account?
- Could you please advise if you have passed the KYC verification on either of your accounts?
- Have both accounts been created with the same email address?
- Do I understand correctly that you and your friend have accessed the casino from the same device?
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,
Attila
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1 week ago
TranslationDid you contact customer service before opening your second account?
I was in the same live chat conversation with both my old and new accounts. I was asked to provide the new email address, which I did for both accounts. The live chat conversation itself, however, was account-wide.
Could you please let us know if you have successfully completed the KYC verification for one of your accounts?
No, neither account is verified. We both really wanted to get verified to clarify the situation. But the casino doesn't require KYC (Know Your Customer).
Were both accounts created with the same email address?
No, everyone used their own email address.
Did I understand correctly that you and your friend accessed the casino from the same device?
Everyone has their own device. When I was playing, there were many problems with the website. Games wouldn't load, a tab bar covered the games, etc. Support told me to log in with a different device, which I then did.
It worked on my friend's device. That's why the double fingerprint was detected.
But I only played on my own account.
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6 days ago
Dear Player, thank you very much for your response and for providing all the relevant information. I regret to inform you that we are unable to assist you further with this complaint. It is a standard policy across most online casinos that individuals should not open multiple accounts. I completely understand how frustrating it is that the casino allowed you to create a second account and deposit funds. However, it is ultimately the responsibility of each player to adhere to the terms and conditions set by the casino. In this case, both accounts were used to deposit funds and for gameplay.
Additionally, you have confirmed that the same device has been used to access the accounts of two separate individuals. From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device, as this makes it impossible for them to reliably distinguish between two independent players.
This rule is also outlined in the casino's terms and conditions:
Only one account per individual, household, IP address, and computing device is permitted. Multiple account creation may result in account termination, cancellation of withdrawal requests and removal and confiscation of any balance on the account(s). Users sharing households, IP addresses, or computing devices must notify us accordingly through their respective accounts.
I kindly recommend that you always open only one account at a casino and avoid any violations related to multiple accounts, as this can result in the confiscation of your funds.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Attila
