The player from Texas faced issues withdrawing his winnings of $209 after his redemption request was cancelled due to an unsubstantiated allegation of having a second account. He asserted that he had only one verified account and requested proof of the claim while demanding reinstatement of his account and processing of his withdrawal. The complaint was rejected by the Complaints Team because using the same device for multiple accounts violated the casino's Terms & Conditions and the Fair Gambling Codex. The player’s explanation that a second account was accidentally created by a family member did not exempt the breach of rules, and therefore the account closure and confiscation of funds were upheld. The player was advised to avoid sharing devices for gambling purposes to prevent similar issues in the future.
Baba Casino - Player's account has been closed due to alleged violation.
Unjustified complaint
Amount: $209
Baba Casino
Safety Index:Above averageCase summary
11/08: I submitted a redemption request for $209.
Follow-up: After waiting several days, I emailed support and was told redemptions could take up to 10 days.
11/24 (Day 16): I received an email stating there was a 'technical issue' and to wait for instructions.
11/24 (Minutes later): I received a second email claiming I had registered a second account. My redemption was cancelled, and my account was banned.
My Dispute: This allegation is entirely false. I have only ever registered and played on one account with Baba Casino. I am the sole user of my device. Multiple people reside at this IP address its possible one may have signed up there, but this is the only account i have signed up for and been verified for at Baba casino.
The sequence of events is highly suspicious: first claiming a 'technical issue' regarding the payout, and then immediately pivoting to a TOS violation when the payout was overdue. This appears to be a stall tactic utilized to avoid paying a legitimate win.
Requested Resolution: I am requesting that Baba Casino provide strict technical proof (such as conflicting KYC documents or simultaneous logins) that links me to a second account. I have successfully verified my identity and have no reason to jeopardize my winnings by creating a duplicate profile.
If Baba Casino cannot provide this evidence, I demand my account be reinstated and my $209 processed immediately. If this is not resolved, my next step is to file a formal Consumer Complaint regarding Deceptive Trade Practices with the Texas Attorney General's office. This is not meant to be perceived as a threat, only the logical next step.
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Dear david222joke,
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 that I can fully 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?
Have you used any VPN or IP-masking software to alter your real location while accessing the casino?
Am I correct in understanding that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
@Veronika Thank you for your response. I have passed KYC and the Funds were not part of a promotion or bonus. I have spoken to them via email since filing my complaint. I am currently waiting for their reply. I will email you a screenshot of the conversation @ the email address you provided. (email From: d***********r@gmail.com Subject: Baba Casino Complaint Screen Shot) Thank you.
Thank you for reaching out, and I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.
From the screenshot you sent me via email, it seems that a second account was created on the same device by mistake. Could you please specify whether your brother ever received any bonuses, made any deposits, or played any games while using this account? How many times did he access this account? I am not referring only to your device, but also whether there is any chance that he later used this account for normal gameplay.
Yes Ma'am i understand. I am grateful for the opportunity to be helped, so y'all take all the time you need. Yes Ma'am, he clicked what he thought was Login, but it was sign up. the CPU auto filled the textboxes since that was the was the google chrome profile that was active (the buttons are right next to each other, ive made the mistake before to). He Immediately noticed and logged out/ left the website. There is a Zero percent chance that he was able to use that account again to play with because since it was a "sign up using google" the CPU auto filled the password and he does not have the password for that account. I have contacted BABA casino multiple times via Email about this and within 5 minutes i get a reply from them that is like someone copied what i just wrote, and pasted it back to me as a reply, with no other information.
Dear david222joke
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Hello david222joke, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Baba Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with alleged multiple accounts and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.
Thank you for your patience and cooperation in advance.
Yes sir. After I received the email declining my withdrawal and banning my account, I talked to my brother who used to have an account at Baba also. He uses my laptop from time to time when he comes over and logs in at plays at various casinos that he has an account at. On Baba Casino, the login and sign up buttons are right next to each other. He clicked what he thought was the Login with Google button. He must have clicked the sign up with Google. So when he clicked that, since my google account was the one that was logged in (which is not the one I use for Baba) it auto filled that information and submitted it before he could change it and use his own.
He said he immediately logged out or closed the page. He never submitted any information to try and sign up or verify the the account, he didnt try and claim the sign up bonus, he didnt do anything but immediately close the page. So I understand the reason for why a player cant have two accounts but if you look at that account you will see that nothing was done on that account, zero activity. So again i get the rules but to take $200 from me because of an error that happened that i didn't even do is not right. I would completely understand if it was a second account that showed activity but an account that was created and there was no activity on the account from the day of sign up to today surely shows that it happened in error and not in malice.? I did not use a bonus to accumulate the funds from my withdrawal. Thank you.
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 david222joke, with the information shared in your previous post, there is no more need to wait for a casino response. The case can't be mediated anymore, due to shared device usage. To elaborate:
While we at Casino Guru are OK with family members (or house mates) playing at the same casino on a shared IP connection - they have to use their own device and be able to pass KYC verification, to prove it is truly multiple people, not one player having multitude of accounts.
But using the same device to log into more than one account, is in violation of our own Fair Gambling Codex, as well as with the casino's Terms & Conditions. The reason I am unable to help you further is due to the fact we are unable to prove you have not created secondary account for yourself. While you have a personal statement about this being an honest mistake, the casino has evidence of the same IP and device being used for more than one account - hence gross violation of the rules of T&C's warranting an account closure and confiscation of the balance. Namely this part of the current terms:
Your User ID and password are unique to you, and you agree not to disclose or share your User ID and password with any other person or third-party.
You agree never to use another user’s account without permission.
Unauthorized Uses. You are solely responsible for the activity that occurs on your account, and you must keep your password secure. You must notify us immediately of any breach of security or unauthorized use of your account. Although Baba Entertainment is not liable for any of your losses caused by any unauthorized use of your account, you shall be liable for those losses of Baba Entertainment or others due to such unauthorized use. You are allowed to register one (1) account, including any inactive accounts you may have, on the Service. Should you attempt to open more than one (1) account, all open accounts in your name may be suspended or closed. You must notify us if you believe you have more than one account, whether they are all active or not.
More importantly - I would strongly advise you to immediately stop sharing your device with your family and friends for purposes of gambling. Every single casino allows only one account per user, device - or even IP - and Casino Guru will not be able to help you in the future, if you keep sharing your device and login details (whether involuntarily or not) with other people. Casinos have top notch systems to detect multiple accounts usage or device sharing, and in such cases we are unable to do anything. This time you have lost 200, next time you or your brother can lose way more, especially after a huge win, when all kinds of checks and AML procedures gets triggered.
I will keep this complaint open for a little bit longer, in case you have questions or additional information to share, however the outcome will be the same and this case will be closed as "rejected" due to the breach of casino's T&C.
Dear david222joke, due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that I was not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
