The player from Germany was accused by the online casino of creating duplicate accounts, which led to a denial of bonuses. The player, however, denied these accusations and sought assistance to rectify the situation. In response, we informed the player that casinos had the right to restrict or close accounts if they suspected irregular activities. We also sought clarification on whether any funds were being held due to these suspicions. Despite extending the response time, the player failed to provide further information, leading us to reject the complaint due to lack of sufficient data.
Crocoslots Casino - Player's account unjustly flagged as duplicate.
Amount: ??
Crocoslots Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I am being accused of creating a second account with the same IP address and therefore, I'm no longer receiving bonuses, etc. I have never created a second account on this site and even when I searched my other emails for a registration, I found nothing. I have just read about the same problem in other tickets. How do strangers get access to my data and create duplicate accounts? How can the casino not help? Any help or information is denied. Even though it's allegedly my account??????
Automatic translation:
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1 year ago
Dear DerKoenig,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice. I absolutely agree that it would be ideal to inform a player about new restrictions related to their account, unfortunately, it is not a standard practice.
- Can you let me know if any funds are being held due to the suspicion of creating multiple accounts?
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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1 year ago
Translation
My concern is that someone is using my data that is supposedly safe to create duplicate accounts for me or that the casino is lying to me because I simply don't have a second account
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1 year ago
Dear DerKoenig,
Could you please check my previous reply and try to elaborate?
Are there any funds being held by the casino? Looking forward to hearing from you.
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1 year ago
Dear DerKoenig,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
