The player from Germany is highly dissatisfied with casino's Responsible Gaming policy. The issue was eventually successfully resolved, the player was refunded.
Elite24Bet Casino - Player was allowed to open another account despite his gambling problem.
Amount: €1,000
Elite24Bet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
This casino made it possible for me to open a second account despite closing my account for five years. After I lost a lot on the first account, I was allowed to make a new registration with a different email. All other details would be exactly the same. The same trustly account was also used for deposits. This provider does not seem to try to prevent gambling addiction in the first place.
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2 years ago
Dear Stephan,
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. Could you please confirm that the same credentials have been used to open your both accounts? Have you requested to have your first account self-excluded or it has been a decision made by the casino?
Please forward any relevant communication along with supporting evidence (such as your account profile info) to petronela.k@casino.guru. Please understand that without solid proof that the self-exclusion has been applied due to a gambling problem and you were able to register a brand new account using the same info we stand no chance to confront the casino.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
I have attached various screenshots to the complaint. I closed the account because of gambling addiction. However, you can only block the account for a maximum of 5 years, which I did. My account is closed and I cannot access it. My screenshots clearly show that my account is closed due to gambling addiction. I used the exact same data. I only have to exchange the e-mail!
I have now also forwarded the email confirming that my first account has been closed due to gambling addiction
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2 years ago
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This data is so correct.
Unfortunately, I don't have a screenshot of the first login profile. I can assure you that the data is 1: 1 the same! I only exchanged the e-mail address ... the registration worked again
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2 years ago
Thank you very much, Stefan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Stefan,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Elite24Bet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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I'm really looking forward to the downgrading of this greedy casino's rating. Please warn other players so that they never register there
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2 years ago
Good morning,
We were escalating this case to our management department to have a proper investigation regarding the claimed situation. We are taking each matter regarding Responsible Gaming very serious, especially when it is about Gambling Addiction. There are various departments involved so this investigation will take some time with an undefined time frame. We are going to update this case once fully investigated.
Elite24Bet Management
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2 years ago
Hi all, thank you for your replies. I will set the timer to 7 days and we'll see if we can make some progress here.
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2 years ago
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It's a shame that there are such greedy casinos that deliberately want secondary registrations if someone is addicted to gambling. At least everyone can read along here and is warned against registering there. The long response time says it all. The money should have been paid back long ago.
The only good thing is: By lowering the rating if the provider doesn't pay back the money, significantly fewer players will register there
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2 years ago
To Whom It May Concern,
When we were informed of this situation, we started an in-depth review with all involved departments.
We found that a person signed up two accounts on October 12th 2021 and on October 22nd 2021 using different email addresses and utilizing different IP addresses.
Upon further investigation, one IP address matched the region of the clients Proof of Address and the second account's IP transpired to be from a region more than 500km away from the provided address. In both cases the person used the affiliate link via CasinoGuru to sign up.
After these findings, our Responsible Gaming team got involved in the case. Besides the escalation to our IT team, to ensure that customers that are providing same/similar details in additional fields get flagged as possible multi account violators, the RG team suggested that the customer might be best served if the bank gets informed about the self-mentioned gambling addiction to keep similar abuses to a minimum.
Our apologies that our reply to CasinoGuru took longer than anticipated but it's a matter that has been taken seriously and involved several departments to obtain a clear picture.
Elite24Bet Management
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2 years ago
Translation
Have you now reimbursed the deposited and lost € 1,000? I have a cell phone and a desktop PC. Absolutely ridiculous that the registration was supposedly possible because of the different IP. I just had to use a new email. You are a scammer and if you don't refund the money, it will hopefully lower your rating drastically. Unfortunately, Casinoguru always earns part of these losses. I hope @Casinoguru you are taking good care of yourself and warning other players.
Greed is paramount with such providers. You just can't get your neck full. Not even with gambling addiction.
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2 years ago
Dear Elite24Bet Management,
Thank you for your reply. Does this mean that the player's deposits will be refunded?
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2 years ago
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As decidedly as elitebet alludes to the affiliate registration, they probably want to tell you that you will lose money if they refund the money. Please prove your backwardness and drastically lower the rating, as you have already done in other cases, if the casino does not refund the money. Further registration was obviously possible on purpose. If the provider does not reimburse the money, other potential new customers must be warned urgently about the provider.
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2 years ago
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Is the money now refunded @elitebet? Or does your greed go so far that the rating here has to be lowered significantly so that others do not register with you?
Suddenly there is no longer an answer because you should refund the money. Fortunately, everyone here reads this and can judge for themselves whether they really want to register with you, or better not!
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2 years ago
Dear CasinoGuru,
In reply to your question:
The player's deposits will not be refunded, due to breach of agreed Terms and Conditions.
It is our believe that this player is out to harm our reputation, rather than seeking to mitigate unfortunate loses due to a self-proclaimed gamble addiction. The initial account yielded a profit for the player,
on which he withdrew the winnings. When he was less fortunate on a next session, he informed us via the Customer Support that he was struggling with a gamble addiction. We assisted and closed his account.
After that he apparently opened an additional account (as previous findings revealed, with different emails and IPs) - violating the Terms and Conditions that are agreed upon prior to signing up at our site.
When he did not get lucky there and lost his deposits in that account, he demanded back the lost money, and shortly after, he filed a complaint at CasinoGuru.
We appreciate that we need to address the issue that a player technically managed to register a second account, in compliment to the T&Cs and are working on fixing this issue on our side.
The player seems very calculative and doesn't disguise that his main objective is to have our ratings to be lowered.
We welcome responsible players, that appreciate that we provide value for money and know that you sometimes win and sometimes lose.
Elite24Bet Management
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2 years ago
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Your rating will be lowered because you deliberately allow you to re-register with the exact same data. My main goal is to get the money back as my registration was allowed on purpose. I have to warn others about you and your apparent greed. That's the only reason I'm forced to file this complaint. I really asked you several times to refund my money. Only when this didn't work did I contact Casinoguru. What you are doing is against the Code of Fair Gambling.
You will see that your rating is rightly lowered. The case is readable for everyone, so that this will hopefully be deterred by you. You are purely about your greed. If you were to take responsible gambling seriously, you would not be able to re-register with the exact same dates. I'm looking forward to the worse rating from you. You have truly earned it!
With your behavior here you are ruining your own reputation. Everyone can see now that you are extremely greedy.
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2 years ago
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Can you then please complete the process and next week, as usual, lower the rating of the casino? This greed of the casino must be stopped. The casino admits its own mistakes. However, they do not want to reimburse the stolen money - or probably only after lowering the rating. It is really terrifying how some casinos behave. Hopefully not many users fall for this casino and its machinations anymore ...
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2 years ago
Dear Elite24Bet Management,
Without a statement from a psychologist, we can't really tell if the player really has a gambling problem or not. However, this doesn't change the fact that he informed you about a gambling problem and you let him open a new account using the same personal information except for the email address and therefore he should be refunded. If he hit a win, I'm sure that after a deeper investigation his winnings would be confiscated. This should work both ways, if he's not allowed to win, he shouldn't be allowed to lose, especially if possible gambling addiction is involved.
Dear Stefan, please don't threaten casinos using our rating system.
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2 years ago
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@ Peter: Thanks for the effort. If I don't tell dubious casinos something like this, they just won't respond. As you can see here too. Elitebet prefers not to pay back € 1000, although the case is clear. Instead of simply reimbursing the money, they even prefer to accept a poorer rating
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2 years ago
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The casino seems to be silent and does not want to refund the amount. Obviously, gambling addiction does not count for the provider. Instead, you can register multiple times with the same data. Please give the dubious casino in my opinion black points, so that next week Wednesday the rating will be corrected downwards. This is the only way to warn others about the provider.
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2 years ago
Dear CasinoGuru,
We discussed the case internally and although the breach of T&Cs is undisputed, the arguments you brought forward and the omission in the workings of our system which we will address, has led us to decide to refund the 1,000.00 EUR to the person's used bank account.
On his initial account, the KYC procedure was done and deposits and withdrawals took place. For this 2nd account, we require this information to process:
- Our Responsible Gaming department requires the statement from a psychologist regarding the gambling addiction which you mentioned in your post on November 12th.
- Our Payments department needs the proof of deposits made to our casino to this account; a bank statement from that period would show this information.
The person may use "support@elite24bet.com" and include "CasinoGuru" within the subject line to send us the required documents.
We are looking forward to receive the required documents and close this case.
Elite24Bet Management
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2 years ago
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You want me to send you an official document from a psychologist now? Are you serious? Just to get the 1000 €. You are incredible. Translated: So you don’t pay the money back voluntarily! I am happy to send the bank statement, but you already know that you should simply refund the money without any receipt, right?
Unbelievable what kind of casinos there are. It's so good that everyone can read this here! I emphasized my addiction in the mail and you have to respect that. This does not mean that I am still allowed to continue paying and that you only recognize addiction if a psychologist confirms it. You obviously don't respect the rules of fair gambling.
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2 years ago
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For what period of time should I send you the account statement? Please tell me the days.
I don't get an appointment with a psychologist. Leave these games and stop your greed.
Otherwise @Casinoguru I ask you for a rating. From my point of view, it is against any fair gambling if I can log in again with the same data, which you even confirm. Allegedly you're working on a solution now.
I think it's so good and important that everyone can read this. Hopefully many will be warned about a possible registration with you. That you refuse to pay a spill of 1000 € is crazy. You already have bank statements in clear form, without any blackening, from me and you can see clearly that I spend all my money on my addiction. Still, you don't believe it because you don't want to refund any money. Completely crazy attitude. Unscrupulous!
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2 years ago
Dear Elite24Bet Management,
As stated above, without a statement from a psychologist, I can't really tell if the player really has a gambling problem or not. However, this doesn't matter. All players that asked for a self-exclusion should be treated in the same way. It doesn't matter if they have a statement from a doctor or not. As soon as there is any kind of suspicion of gambling addiction, the player's account has to be blocked and they shouldn't be allowed to register a new account using the same personal information. I appreciate you changing your standpoint, but there is no need for an official statement from a psychologist.
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2 years ago
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Do you have the money now erstattet@elitebet? Casinoguru's answer is clear. Just save yourself more games to refuse to pay out the amount. This will only scare off potential new users
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2 years ago
Dear CasinoGuru,
Thank you for your feedback, insights and mediation. As stated earlier, we ask the person to contact us via "support@elite24bet.com" and include "CasinoGuru" within the subject line to send us the required documents [ID, Proof of Address and Bank Statement from period of the week of 21/10/2021 - 28/10/2021].
That email with the documents has to get sent in from the latest account, we are going to request a further document and statement as reply to that requested email.
We look forward to close this case.
Elite24Bet Management
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2 years ago
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ID, address and account statement were sent without any blackening. Now pay the money back!
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2 years ago
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I would like to confirm that I have now received € 1000. I hope that the casino will dispense with the possible double registrations in the future.
Thanks @casinoguru for the help. Otherwise the casino would not have moved.
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2 years ago
Hi Stefan,
Thanks for the update.
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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