Everum Casino - Player’s winnings were cancelled due to a multiple account accusation.

everum casino took away my win.

i won right after my first deposit to casino, verified my account and casino send me email about breaching T and C. 

"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 device 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 for members of the family, or by using a single IP address, computer or other device without the prior written permission of the Company.

nobody from my family plays in casino. nobody ever logged in to casino from my computer so the accusations are groundless. 

Dear Stephan, 

Thank you for contacting Casino Guru and bringing the issue to our attention. I am sorry to hear that your winnings were cancelled. It is not unusual for casinos to limit account registrations to one per IP address, household, etc. Do you, by any chance, share your internet connection with someone else (another family in the building)? Or did you share your wifi password with someone who may have an account in the casino?

Best regards,

Peter

Dear Stephan,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Nothing like that. Not that I know. I really do not see any reason for casino to say that

Hi Stephan,

Thank you for the response. I contacted the casino, we will see what their standpoint is. You will be notified as soon as the casino replies.

We would like to ask the Everum 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 affect its rating.

Hello, 

in order to handle the issue, please provide your username.

Peter M, 

I don't see the option to respond to you directly with more details about reasons why account was closed. I would like this to be visible only to members of you team.

Please let me know how should I do it? 

Hi there, 

You can send it directly to my email address: peter.m@casino.guru. Thank you

Dear Stephan,

I‘ve been in contact with the casino for a while. I was provided relevant evidence that your web browser was used with two different accounts for playing in the casino. It may happened unintentionally, but it did. I’m afraid, I will not be able to help you with this. Casinos have very strict policy regarding multiple account cases. We’ll be glad to help you with any future issues, but this battle is lost. I will reject the complaint now. I wish I was of more help.

Best regards,

Peter