Everum Casino - Player's winnings have been confiscated due to alleged terms violation.

Dear GURU,

Please accept my complaint against Everum casino for consideration, I need your help.

On September 25, 2023, I registered at Everum casino and made 2 deposits: $100 and $500.

As a result of the games, my balance became $1124.

On 10/01/2023, I uploaded the following documents to my account as part of verification:

photo ID Card,

bank statement photo,

screenshot of my Skrill payment wallet profile.

On 10/02/2023, information appeared in my account that verification was successfully completed.

After that, I put my balance up for withdrawal. In response, I received accusations from the casino about violating the terms and conditions, blocking my account, and confiscating $1,124.

I categorically disagree with the charges brought. I did not violate the casino rules, which I know very well. I have only 1 (One!!!) account at Everum casino and only I have access to my account.

The casino's accusations are offensive to me as an honest player.

On October 4, I sent an official complaint to the casino, in which I requested confirmation of the accusation with evidence, otherwise these are just words.

On October 4, I received a message according to which the casino insists on its position, the casino refused to provide evidence.

Due to the fact that I am convinced of my innocence, I ask you to help resolve the dispute and receive my $1,124.

Thank you.

Dear Rovanes, 

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.

Do I understand correctly that the casino accused you of having multiple accounts?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Hello,

As I already indicated in my complaint, Everum Casino has informed me that my account has been closed due to a violation of the Terms. The casino further cited the Terms and Conditions, according to which one player has the right to open one account.

I guarantee that no one could use my account information except me. Also, I only have 1 account at Everum casino.

I don't discuss my casino play with anyone.

Winnings are accumulated without an active bonus.

Thank you very much, Rovanes, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Rovanes for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Everum Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

Hello!

As we mentioned in the email to player: account has been permanently closed due to the breach of Terms and Conditions:

"One player is entitled to open one account. It is forbidden to open additional accounts to family members, OR use a single IP address, computer or other devices without the prior written permission of the Company"

"One player has the right to use a particular bonus offer only once, if conditions don’t imply multiple use. It is forbidden to receive bonuses (including freeroll tournaments) for members of the family, OR by using a single IP address, computer or other device without the prior written permission of the Company."

I can provide more information and evidence directly to Casino.guru representative.

Dear Everum Casino Team, could you please provide more information and evidence to my email (peter.c@casino.guru).

Thank you in advance!

Dear Rovanes, the casino has provided us with evidence of multiple accounts using the same patterns in game activity and payment providers used, therefore, we are forced to reject this complaint. 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.