The player from Austria is facing issues with her account after it was closed for allegedly having a duplicate account, supposedly detected through the same IP address. She requests the reactivation of her account and disbursement of her winnings, or alternatively, a full refund. Additionally, she seeks a clear explanation of the duplicate account allegation.
Weltbet Casino - Player's account has been closed due to alleged duplication.
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Weltbet Casino
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3 days ago
Translation
I have been registered with the casino since October 25, 2025; the KYC verification is fully completed. Since registration, I have successfully made several deposits and withdrawals.
On December 1, 2025, I received an email informing me that the website would be transferred to its new owner, EME LLC, on December 8, 2025. This email stated that my account, including any balance, would be automatically transferred on December 8, 2025, unless I objected to the transfer by that date. I did not object by that date.
Between December 15, 2025 and December 20, 2025, I initiated three payouts, each of which was successfully processed.
On December 22, 2025, I received another request to submit KYC documents. I was asked for my ID card, proof of address, and a selfie holding my ID card. I uploaded the requested documents to my account on December 22, 2025.
On December 27, 2025, I made a deposit because the cryptocurrency payment method was unavailable at that time. A subsequent withdrawal request was rejected. According to the information in my account, the withdrawal should instead be made to a bank account.
On January 3, 2026, I filed an objection against the rejected payment.
On January 5, 2026, I received an email stating that my account had been closed due to an alleged duplicate account, in accordance with section 5.4 of the Terms and Conditions. I filed an objection to this decision on the same day. Also on January 5, 2026, I received the explanation that the alleged duplicate account had been detected using the same IP address.
I hereby request that you immediately reactivate my account and allow the disbursement of my full balance, or process any previously rejected disbursements without delay. Alternatively, should you persist with the account closure, I demand the full disbursement/refund of all amounts held in the account. Furthermore, please provide me with a clear and written explanation of the basis for the allegation of a "duplicate account" (e.g., specific dates/time periods, technical evidence) and how it has been ensured that a shared IP address did not arise through normal circumstances (e.g., mobile network, router change, VPN, public Wi-Fi, home network).
Automatic translation:
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2 days 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 days ago
Dear Iri4s,
Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.
To better understand the situation and assist you effectively, could you please clarify the following:
- Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
- Can you confirm the exact message or reason provided regarding the duplicate account allegation?
- Were your winnings accumulated with or without an active bonus?
Your responses will help us review your case thoroughly and work toward resolving the matter as quickly as possible.
Thank you very much in advance for your cooperation. I look forward to your reply.
Best regards,
Petra
