Drip Casino - Player’s winnings have been confiscated.

On August 14, I registered on this platform, made a deposit and won a total of 50,000.00 rubles within 24 hours. On August 15, the casino administration said that they refused to pay me this amount. Moreover, this amount was completely removed from my account. They say that there is a duplicate profile and that is why they took my money! I did not create or verify any other profile! I spent my money, nerves and most importantly - time and in the end I was screwed! Therefore, I ask for assistance and return my honestly won money!

There are screenshots of this incident. It is clear that I deposited money, passed verification, played back the money, but I was denied payment! I can send them upon request.

Hello,

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 understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good afternoon

There is a possibility that someone tried to create a profile on my behalf. But that is also not a fact. When I ask for evidence that a duplicate profile exists, they tell me that they are a licensed casino, and this license guarantees honesty, and I should take their word for some reason. There is no evidence base.

I have passed KYC verification on my current profile. I have confirmed all my personal and payment details.

I played my bonus. Then I won the main amount for real money. There are screenshots of all the games. + I was told that to withdraw funds, I need to make 2 more deposits, which I did.

I also really hope that you will help resolve this incident. I spent my time, nerves and money.

Do you know about another account created in your name?

No, I don't know.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Drip Casino representative to join this conversation.

Dear Drip Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello dear player and Casino Guru representatives! Player's account has been blocked due to a violation of our duplicate account policy. As stated in our Terms and Conditions, section 5.5:

"You can only open one account on the Website. One account is allowed per player, household, email address, or IP address of a computer or other device. All other accounts opened by you on the Website will be treated as duplicate accounts. The Company reserves the right to immediately close such accounts."

In accordance with section 10.7.2 of our rules, all bonuses and related winnings have been voided:

"In case of the creation of duplicate accounts, or in case of any discrepancy between the data initially provided when completing the profile and the documents submitted for account verification, any bonuses that have been received by a user and all related winnings shall be void."

Detailed information regarding your case has been sent to [email protected].

Best regards,

Drip Casino

Dear Drip Casino,

I've sent you an email requesting further evidence regarding player's duplicate accounts.

Thank you for your cooperation.

Dear Miroslava, please check our message regarding the case on email.

Best regards,

Drip Casino

Dear player,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear player,

After gathering information from the casino we can confirm, that the evidence suggests, you created multiple accounts, and on both of them you redeemed a welcome bonus.

Please understand that creating multiple accounts in order to benefit from a bonus intended for one person to be redeemed only once is a practice online casinos don't tolerate and is a breach of its rules. Online casinos will usually block your accounts and confiscate your balance and In such cases, we unfortunately cannot assist you.

I would recommend you don't create multiple accounts in any online casino in the future. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.

Best regards,

Mirka