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I paid €100 from mobile bill and the casino tells me that I opened a duplicate account and therefore they keep my deposit.

Ich habe 100€ mit Handyrechnung bezahlt und das Casino sagt mir das ich ein doppeltes Konto geöffnet habe und deshalb behalten Sie meine Einzahlung.

Dear Emin39,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past? Have you played any games with your deposited funds or your account got blocked right after placing the deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, I opened an account yesterday because I no longer have my old email address. I deposited €100 yesterday and my account was immediately blocked, I didn't play at all. How can they just keep the 100€? They should block the account but they should give me the money back.

Hallo, ich habe gesterne ein Konto eröffnet da ich mein altes Email Adresse nicht mehr habe. Ich habe gestern 100€ einbezahlt und mein Konto wurde direkt gesperrt, habe gar nicht gespielt. Wie können die einfach die 100€ einbehalten? Sie sollen das Konto sperren aber die sollen mir das Geld wieder zurück geben.

Do I understand correctly that you have had another active account (registered with a different email address) in this casino in the past?

As I said before, I opened a second account because I no longer have the other email address.

Ich habe schon mal gesagt, ich habe ein zweites Konto eröffnet da ich die andere Email Adresse nicht mehr habe.

Thank you very much, Emin39, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Emin39,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rolling Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rolling Slots Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What needs to be done on the player's side in order to get her account unblocked and/or get her deposit refunded?

Thank you in advance for providing the information.

Dear Emin39,

Please be informed that your account has been blocked due to creating duplicate accounts.

As it stated in our rules (which are accepted by you):

2.8 When creating an account, your personal data must be accurate and, where necessary, kept up to date, such as name, email address, etc. You're not allowed to create multiple accounts: only 1 account per person. You're not allowed to create an account for any other person, family member, address (mail or IP), email, or device. Any other accounts besides your main Rolling Slots account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.

Moreover, after our Risk Department took a closure look at your accounts, it was revealed that the first account was created using male data, and your second account was created using female personal data.

And that's not all: previously, you created another account that has the same address with one of your new accounts.

Nevertheless, both account has same surname, and it is detected that you used the same device for creating an account.

Based on all these fraudulent actions, we confirm that your account is disabled without permission to reopening and the funds were confiscated due to violation of established rules.

Also keep in mind that all your following account will be immediately closed without any warnings.

Kind regards,

Rolling Slots Representative.

Dear Rolling Slots Casino representative,

Can you please substantiate your claims with relevant data supporting the casino's decision? Did the player use any welcome bonus offers in previous accounts? What type of games did she play?

It would be highly appreciated if you could provide me with personal details for all the connected accounts in form of screenshots (casino accounts' IDs/emails should be clearly visible there) and the mentioned matches - used IP(s), surnames, device, address etc.

Feel free to send me the requested data to my email (branislav.b@casino.guru).

Good day Branislav,

I have sent you all information by the email. Please check it.

Kind regards,

Rolling Slots Representative.

Greetings all,

Thank you, Rolling Slots Team, for your email and for providing the data.

Dear Emin39,

Several casino accounts used the same device and the same internet connection for accessing the casino's website. Two of these accounts belong to you, as you claimed. Two of the connected accounts also used Welcome Free Spins and 1st Deposit bonus.

Are you able to rationally explain to us this situation? Does anyone around you have a casino account in Rolling Slots Casino?

Dear Emin39,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello, 5 people live here and I have 2 accounts and one of them I no longer have the email address. My roommates also have a Rolling Stones account.

Hallo, hier wohnen 5 Personen und ich habe 2 Konto und eins davon habe ich die Email Adresse nicht mehr. Meine Mitbewohner haben auch Konto bei Rolling Stones.

So, you were aware of creating a duplicate account in this casino, and you accepted its Terms and Conditions upon registration. According to these Terms and Conditions, a player is allowed to create only 1 account at the casino.

Why did not you ask the casino's Customer Support about that before you created this duplicate account? Are all of your roommates fully verified in Rolling Slots Casino?

Dear Emin39,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Rolling Slots Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru