Dazard Casino - Player's winnings were confiscated.

Meine Auszahlung von 150€ wurde abgelehnt, als Grund wurde mir genannt, dass mein Account ein Duplikat sei und ich mehrere Accounts besitze, was aber nicht stimmt zumal ich meinen Account auf der Seite verifiziert habe.

Dear trekksor97,

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? Also, it seems that one of your documents has not been verified. Could you please clarify which one?

Have you accumulated your winnings with or without an active bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Es kann sein, dass ein Freund von mir, der mich besucht hat dort auch einen Account besitzt.

ich habe Probleme auf dieses Dokument welches nicht verifiziert ist zuzugreifen, habe aber eine Bestätigungsmail bekommen in der stand, dass mein Konto erfolgreich verifiziert wurde.

ich habe einen Bonus benutzt, diesen habe ich aber vollständig umgesetzt und das Geld was übergeblieben ist war Echtgeld und stand für die Auszahlung zur Verfügung.

Thank you for your reply, trekksor97. Could you please forward me the confirmation regarding successful verification?

Reicht es, wenn ich Screenshots von der Bestätigungsmail hier hochlade?

Bestätigungsmail der Verifizierung.

weiterer Kontakt mit dem Casino hat nicht stattgefunden.

Thank you very much, trekksor97, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi trekksor97,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Dazard Casino to the conversation to participate in the resolution of this complaint.

Ich danke Ihnen vielmals!😁

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone!

Thank you very much for the provided information and your attention to this case.

As we can see, the player has used no-deposit bonus for registration, and the winnings were obtained solely from it. 

However, our security department has discovered that the player has duplicate accounts where the same bonus has been activated earlier. 

As stated in our Terms and Conditions:

All bonus offers are strictly limited to one per person and their family, home address, email address, IP address, phone number, checking account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.).

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

You could review our Terms and Conditions by the following links:

https://www.dazard.com/terms-and-conditions - Terms and Conditions

https://www.dazard.com/bonus-terms-and-conditions  - Bonus Terms and Conditions

We are always glad to reward our customers but our Company has a strict anti-fraud policy. We would be delighted to provide the evidence and all the details for this case in any convenient way for Casino.Guru team.

Thank you for your time and your understanding.

Sincerely yours,

DAZARD Casino Representative

Dear Dazard Casino team,

Thank you for the provided evidence.

Dear trekksor97,

I've looked at the data from the casino and it does suggest that there was another account opened from the same device just 11 minutes before yours and in both cases, the bonus was activated. Is there any explanation for this?

Wie bereits erwähnt, besteht die Möglichkeit, dass ein Freund der mich besucht hat dort auch einen Account besitzt. Einen andere Erklärung kann es nicht geben, da ich dort nur einen Account besitze.

Did your friend open their account in your home from your phone just before you? I'm sorry but the casino has quite strong arguments here.

Über mein Telefon nicht, aber womöglich über mein WLAN.

Können sie mir möglicherweise die Email Adresse nennen welche zum erstellen des anderen Accounts genutzt wurde?

Dear trekksor97,

I don't have the full email address due to GDPR. We always try to look at the overall fairness of the situation even in cases of multiple accounts. However, the evidence suggests that two accounts were opened from the same IP and on the same device within 11 minutes and in both cases, the same bonus was activated. These are very strong arguments and it doesn't look like a coincidence. I'm afraid your complaint will be rejected. If you disagree with our decision, please turn to the Curacao gaming authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter