The player from Germany found that his account was blocked due to duplicate accounts after he created a new account because of technical issues and loss of access to his old email. He successfully completed identity verification and initiated a €445 withdrawal, but then faced account deletion. Despite explaining his situation to support, he received no resolution. We rejected the complaint because he admitted using welcome bonuses on both accounts, and we excluded the possibility of accidental registration. As multiple accounts were prohibited and an unfair advantage had been gained, we could not support his request further.
Safe Casino - Player's account has been closed for duplicate accounts.
Closed
Our verdict
Unjustified complaint
Amount: €445
Safe Casino
Safety Index 7.0 Above averageCase summary
Discussion
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2 months ago
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Safe Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When did you register your second account in the casino?
- When was the last time you accessed your original account?
- Have you used a welcome bonus on either account?
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
Hello, the first account, which I lost access to due to technical problems and loss of email, etc., was created about 2-3 months ago, but I only used it for a maximum of 2 days or so and then never accessed it again. The second account, my most recent one, which was blocked along with my outstanding withdrawal, was created about three weeks ago. Yes, I received the welcome bonus at both casinos, as it was automatically activated with the deposit.
Automatic translation:
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2 months ago
Thanks for your reply.
Please note that opening multiple accounts in online casinos is strictly prohibited. Based on the timeline of events, we can't conclude that you opened accounts by accident, due to the short time that elapsed between the use of the accounts. Based on your admission that you used welcome bonuses on both accounts, we believe you gained an unfair advantage over players who registered only one account in the casino. Consequently, we cannot support you going forward.
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.
