The player from Germany had her account locked for allegedly being a duplicate after requesting a bonus, despite being able to register and deposit money. She had been waiting for a withdrawal since 07/25/24 without any confirmation. We determined that the player breached the casino's terms and conditions by creating a duplicate account, which led to the account being closed and winnings voided. As a result, we were unable to assist further and the complaint was rejected.
CrownPlay Casino - Player's account has been closed after bonus request.
Amount: €30
CrownPlay Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello, I have a problem with this casino. I registered normally and also deposited money. When I requested the bonus, I chatted with an employee and then, suddenly, my account was locked for allegedly being a duplicate. How is it possible that I can register and deposit money if there's an issue? Something's not right here. I've been waiting for my withdrawal since 07/25/24, and nothing has happened. They haven't even sent me a confirmation of the payout.
Automatic translation:
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3 months ago
Dear Maus19671,
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 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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3 months ago
Translation
No, it was like this: I once had an account with them but I canceled it. Everything was fine, then I registered again with a different email address and everything worked without any problems. The casino could normally have said you already have an account but nothing came. So they took my money without a bonus. I didn't have to do KYC verification
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3 months ago
Could you please specify why you closed your first casino account and then created a new one?
Were you aware that you already had an account with this casino?
Additionally, did you attempt to have your first account reopened by customer support before creating a new one?
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3 months ago
Translation
I canceled the account because nothing happened. So I thought I could register again and everything worked. No, I didn't ask customer service. I thought that if I canceled the old account I could register with a different email address. I've learned from that now. But I want my money back from them.
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3 months ago
According to the Terms and Conditions:
3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
- each action performed using a Duplicate Account is considered void;
- any promotions that the Duplicate Account has participated in will be cancelled;
- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
- the Duplicate Account will be closed without an option to reopen it.
Please understand that this rule has been breached. Players should always create only one account at each casino. Duplicate accounts are generally punished, even if the intentions of the player are good and it is just an honest mistake. In these cases, we are unable to assist the players any further.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
