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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.

Dieses Casino hat mir, trotz Schließung meines Kontos für fünf Jahre, eine zweite Kontenöffnung ermöglicht. Nachdem ich beim ersten Account heftig verloren habe, durfte ich mit veränderter Email eine neue Anmeldung tätigen. Alle anderen Details wären exakt gleich. Auch das gleiche trustly Konto wurde zur Einzahlung genutzt. Dieser Anbieter versucht scheinbar erst gar nicht Spielsucht zu verhindern.

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

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

Diverse Screenshots habe ich der Beschwerde beigefügt. Das Konto habe ich wegen Spielsucht geschlossen. Jedoch kann man das Konto nur maximal 5 Jahre sperren, was ich auch gemacht habe. Mein Konto ist geschlossen und ich kann darauf nicht zugreifen. Meine Screenshots belegen eindeutig, dass mein Konto wegen Spielsucht geschlossen ist. Ich habe exakt die gleichen Daten verwendet. Nur die E-Mail müsste ich austauschen!

Die E-Mail mit der Bestätigung, dass mein erstes Konto wegen Spielsucht geschlossen ist, habe ich nun ebenfalls weitergeleitet

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

Diese Daten sind so korrekt.

Leider habe ich keinen Screenshot des ersten Anmelde-Profils. Ich kann Ihnen versichern, dass die Daten 1:1 gleich sind! Nur die E-Mail Adresse habe ich ausgetauscht...schon funktionierte die Anmeldung wieder

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.

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.

I'm really looking forward to the downgrading of this greedy casino's rating. Please warn other players so that they never register there

Freue mich schon sehr auf die Herabsetzung der Bewertung dieses gierigen Casinos. Bitte warnt weitere Spieler, so dass diese sich dort nie registrieren

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

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.

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

Wirklich schade, dass es so derart gierige Casinos gibt, die mit voller Absicht Zweitregistrierungen wollen, falls jemand spielsüchtig ist. Zumindest kann hier jeder mitlesen und ist davor gewarnt, sich dort zu registrieren. Die lange Antwortzeit sagt ja auch alles. Das Geld hätte längst zurückgezahlt werden müssen.

Das einzig Gute ist: Dadurch, dass ihr die Bewertung senken werdet, falls der Anbieter das Geld nicht zurückzahlt, werden sich deutlich weniger Spieler dort registrieren

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

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.

Habt ihr die eingezahlten und verlorenen 1.000 € nun erstattet? Ich habe ein Handy und einen Desktop PC. Absolut lächerlich, dass die Registrierung angeblich wegen der anderen IP möglich war. Ich musste nur eine neue E-Mail verwenden. Ihr seid Betrüger und wenn ihr das Geld nicht erstattet, wird eure Bewertung hoffentlich drastisch gesenkt. Leider verdient Casinoguru an diesen Verlusten immer mit. Ich hoffe @Casinoguru ihr kümmert euch vernünftig und warnt andere Spieler.

Gier geht bei solchen Anbietern über alles. Ihr kriegt einfach den Hals nicht voll. Selbst bei Spielsucht nicht.

Dear Elite24Bet Management,

Thank you for your reply. Does this mean that the player's deposits will be refunded?

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.

So entschieden, wie elitebet auf die Affiliate Registrierung anspielt, wollen die euch vermutlich sagen, dass ihr Geld verliert, wenn sie das Geld erstatten. Bitte beweist Rückrat und senkt die Bewertung drastisch, wie ihr es in anderen Fällen schon gemacht habt, falls das Casino nicht das Geld erstattet. Es ist offensichtlich absichtlich eine weitere Registrierung möglich gewesen. Sollte der Anbieter das Geld nicht erstatten, müssen andere mögliche Neukunden dringend vor dem Anbieter gewarnt werden.

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!

Ist das Geld jetzt erstattet @elitebet? Oder geht Ihre Gier so weit, dass die Bewertung hier deutlich gesenkt werden muss, damit andere sich nicht bei euch registrieren?

Plötzlich wird nicht mehr geantwortet, da ihr das Geld erstatten sollt. Zum Glück liest das hier jeder mit und kann für sich bewerten, ob man sich wirklich bei euch registrieren will, oder besser nicht!

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

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.

Eure Bewertung wird gesenkt, da ihr absichtlich mit den exakt gleichen Daten die Neuregistrierung ermöglicht. Mein Hauptziel ist, das Geld wieder zu erhalten, da meine Registrierung absichtlich zugelassen wurde. Ich muss andere vor euch und eurer offensichtlichen Gier warnen. Nur deshalb bin ich gezwungen diese Beschwerde einzureichen. Ich habe euch wirklich mehrfach gebeten, mein Geld zu erstatten. Erst als dies nicht klappte, wendete ich mich an Casinoguru. Was ihr macht ist gegen den Kodex für faires Glücksspiel.

Ihr werdet sehen, dass eure Bewertung zurecht gesenkt wird. Der Fall ist für jeden nachlesbar, so dass diese von euch hoffentlich abgeschreckt werden. Euch geht es doch rein um eure Gier. Wenn ihr responsible gambling ernst nehmen würdet, wäre keine Neuregistrierung mit exakt gleichen Daten möglich. Ich freue mich schon auf die schlechtere Bewertung von euch. Die habt ihr euch wahrlich verdient!

Mit euren Verhalten hier macht ihr eure Reputation selbst kaputt. Jeder sieht nun, dass ihr überaus gierig seid.

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 ...

Könnt ihr den Vorgang dann bitte abschließen und kommende Woche, wie gewohnt, die Bewertung des Casinos senken. Diese Gier des Casinos muss gestoppt werden. Es werden eigene Fehler vom Casino eingeräumt. Das geraubte Geld wollen sie jedoch nicht erstatten - oder vermutlich erst nach Senkung der Bewertung. Es ist wirklich erschreckend, wie sich manche Casinos verhalten. Hoffentlich fallen nicht mehr viele Nutzer auf dieses Casino und seine Machenschaften rein...

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.

@ 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

@Peter: Danke für den Einsatz. Wenn ich unseriösen Casinos so etwas nicht mitteile, wird einfach nicht geantwortet. Wie auch ihr hier seht. Elitebet zahlt lieber keine 1000€ zurück, obwohl der Fall klar ist. Statt einfach das Geld zu erstatten, nimmt man sogar lieber eine schlechtere Bewertung in Kauf

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.

Das Casino scheint verstummt und will den Betrag nicht erstatten. Spielsucht zählt für den Anbieter offensichtlich nicht. Stattdessen darf man sich mit gleichen Daten mehrfach registrieren. Gebt dem aus meiner Sicht unseriösen Casino bitte schwarze Punkte, so dass nächste Woche Mittwoch die Bewertung nach unten korrigiert wird. Nur so werden andere vor dem Anbieter gewarnt.

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

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.

Ich soll euch jetzt ein offizielles Dokument eines Psychologen senden? Euer ernst? Nur um die 1000 € zu erhalten. Ihr seid unfassbar. Übersetzt: Ihr zahlt das Geld also nicht freiwillig zurück! Den Kontoauszug sende ich gerne, aber das ihr das Geld ohne irgendeinen Beleg einfach zurückerstatten solltet, ist euch schon klar, oder?

Unglaublich was für Casinos es gibt. Es ist so gut, dass dies hier jeder nachlesen kann! Ich habe meine Sucht in der Mail betont und ihr habt das zu respektieren. D.h. nicht, dass ich trotzdem weiter einzahlen darf und ihr nur Sucht anerkennt, wenn ein Psychologe diese bestätigt. Ihr respektiert Regeln des fairen Glücksspiels offensichtlich nicht.

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!

Für welchen Zeitraum genau soll ich euch den Kontoauszug senden? Bitte nennt mir die Tage.

Bei einem Psychologen bekomme ich keinen Termin. Lasst diese Spielchen und stoppt eure Gier.

Ansonsten @Casinoguru bitte ich euch um eine Bewertung. Aus meiner Sicht ist es gegen jegliches faires Glücksspiel, wenn ich mich mit den gleichen Daten noch einmal anmelden kann, was ihr ja sogar bestätigt. Angeblich arbeitet ihr jetzt ja an einer Lösung.

Ich finde es so gut und wichtig, dass das hier jeder mitlesen kann. So werden hoffentlich viele vor einer möglichen Registrierung bei euch gewarnt. Das ihr euch so derart weigert einen Kleckerbetrag von 1000 € zu zahlen, ist schon verrückt. Ihr habt bereits Kontoauszüge in Klarform, ohne jegliche Schwärzung, von mir vorliegen und seht darin klar, dass ich all mein Geld für meine Sucht ausgebe. Trotzdem glaubt ihr das nicht, da ihr kein Geld erstatten wollt. Völlig verrückte Einstellung. Skrupellos!

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.

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

Habt ihr das Geld nun erstattet@elitebet? Die Antwort von Casinoguru ist eindeutig. Erspart euch doch einfach weitere Spielchen, um die Auszahlung des Betrages zu verweigern. Das wird nur mögliche neue Nutzer abschrecken

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

ID, address and account statement were sent without any blackening. Now pay the money back!

Ausweis, Adressnacheis und Kontoauszug wurden, ohne jegliche Schwärzung, gesendet. Zahlt nun das Geld zurück!

Hi all,

Thank you for your replies.

Dear Stefan,

Please keep me updated.

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.

Gerne will ich bestätigen, dass ich nun 1000€ erhalten habe. Ich hoffe, dass das Casino zukünftig auf die möglichen Doppelregistrierungen verzichtet.

Danke @casinoguru für die Hilfe. Ansonsten hätte sich das Casino nicht bewegt.

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