Casino Extreme - Player’s winnings are confiscated due to a duplicate account issue.

On 18 July 2026, I opened an account at CasinoExtreme.eu. Before making any deposit, I was unsure whether I might already have had an account with the casino from the past, so I contacted live chat specifically to ask them to check whether another account existed under my details.

To make the check as accurate as possible, I provided the live chat agent with my full name, including my middle name. This is important because when I registered the new account, I had used only my first and last name, without my middle name.

The live chat agent's response consisted of two parts. First, the agent stated that, based on a preliminary check, there were no indications that I had another account with the casino. The screenshot of this conversation is attached to my complaint. The agent then added a disclaimer explaining that only the Documents/Banking Department could provide the final confirmation regarding account status.

I understood and accepted that disclaimer. However, I also reasonably relied on the agent's actual preliminary finding that no duplicate account had been identified. I had deliberately given the agent my full three-part name precisely so that any previous account under my identity could be detected.

Based on this information, I proceeded to make a deposit and play.

It later turned out that I did in fact have an older account, and CasinoExtreme refused to pay my winnings because of the multiple-account rule.

The casino subsequently explained that live chat does not have the ability to identify every duplicate account, particularly in more complicated situations. They stated that the older account was more difficult to identify because it had been registered without an address and under my full three-part name.

However, this explanation is exactly why I believe my complaint deserves consideration. I specifically provided the live chat agent with all three of my names and my date of birth before depositing. Therefore, the difference in how my name appeared on the newer account should not have prevented the agent from identifying the older account when I had voluntarily supplied the missing middle name during the chat.

I fully understand that the agent included a disclaimer that the Documents Department had the final authority. I am not disputing that. My concern is that the casino also gave me a positive preliminary answer stating that no multiple account had been found.

If the live chat had simply told me, "We cannot check this, and you must wait for the Documents Department before depositing," I would have understood that I was proceeding entirely at my own risk. But that was not the answer I received. I was specifically told that a preliminary check had found no other account.

There was no intention on my part to abuse the casino's bonus system or deliberately create a second account. In fact, my decision to contact support before depositing demonstrates the opposite: I was actively trying to avoid violating the multiple-account rule.

I therefore do not believe it is fair for the casino to place 100% of the responsibility on me while accepting no responsibility for the incorrect preliminary information provided by its own support representative.

I am also not demanding payment of the full disputed winnings. I have already proposed a compromise and asked the casino to consider a reasonable partial goodwill payment that reflects the shared responsibility in this situation. The casino has refused and has only agreed to return my deposit.

I respectfully ask Casino.Guru to consider whether this is a fair outcome.

In my view, a fair resolution would be for CasinoExtreme to pay a reasonable portion of the disputed winnings as a goodwill settlement. I accept that the casino's terms prohibit multiple accounts, but I also believe that the circumstances are important: I proactively asked the casino to check before depositing, gave the agent my full name including my middle name , received a preliminary confirmation that no other account had been found, and relied on that information when deciding to deposit and play.

I am not asking Casino.Guru to ignore the casino's multiple-account rule. I am simply asking that the casino's own contribution to what happened also be taken into account and that a fair partial settlement be considered.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at this casino?
• When was the last time you accessed your first account?
• Was your original account ever closed, either at your own request or by the casino?
• Did you experience any issues when registering your second account?
• Could you please clarify why you did not include your middle name when registering your second account?
• Did you activate any bonuses on either of your accounts?

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

I don't remember exactly, but based on looking back at my gambling history and the years I played at online casinos using Real Time Gaming software, I believe it was either in 2024 or 2025.

I think I only played there once. I used the welcome bonus and then stopped using the account, although I am not 100% certain.

No, the account was never closed, nor did I ever request for it to be closed.

I had no issues when I registered the new account.

I wanted to include my middle name, but for some reason the registration form would not allow me to use a space in either the first-name or last-name field. In order to avoid having two names joined together without a space, which would have looked strange and incorrect, I entered only my first and last name. I believe that when I registered the first account, the registration form was different and allowed spaces.

I always use welcome bonuses when they are offered to me, so the answer is yes.

Dear jojo241,

Thank you for your patience while we reviewed your complaint and the information you provided.

We understand your argument that you contacted the casino before making your deposit because you wanted to make sure that you did not have another account, and that you relied on the preliminary information provided by Live Chat.

However, after reviewing the conversation you provided, we do not believe that the casino gave you a definitive confirmation that you did not have another account. The agent explicitly stated that the check was only a preliminary review, that multiple accounts could only be identified during the official verification process conducted by the Banking Department, and that only the Banking Department could provide the final confirmation.

Therefore, while the preliminary check did not identify any indication of a duplicate account, you were clearly informed that this was not a final confirmation of your account status. As you were aware that the existence of another account had not been conclusively established, we cannot consider the information provided by Live Chat to constitute an assurance that you were permitted to create and use a new account.

We also took into consideration that your original account had never been closed and that, according to your own statement, you had previously used that account and claimed its welcome bonus. You subsequently registered another account and also accepted a welcome bonus on it. In these circumstances, we consider the casino's multiple-account rule to be applicable.

We understand that you believe the casino should share responsibility because its preliminary check did not identify your previous account. However, the agent clearly explained the limitations of the check and directed you to the Banking Department for definitive confirmation. We therefore do not find sufficient grounds to hold the casino responsible for the decision to apply its multiple-account policy or to require it to pay the disputed winnings as a goodwill settlement.

As the casino has returned your original deposit, and we have not identified a sufficient basis to require the casino to pay the winnings generated from the second account, we consider the casino's resolution to be acceptable in this case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were 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.

Best regards,

Veronika

Casino Guru