Case rejected due to unmotivated complaint.

May I ask if also your brother's account was terminated, please?

Veronika has explained pretty clearly why your complaint has to be rejected, and I believe that this is the main and most important part of it:

"Since you and your brother share the same household, use the same device, and even used the same payment method for withdrawals, it's practically impossible to prove that the accounts were not managed by just one person. This creates a strong presumption of account duplication, and in cases like these, we are unable to assist."

We were unable to help you out this way, unfortunately.

Yes my brothers account were also disabled/terminated. Yes I recieved Veronicas explanation but it feels like the casino has terminated us mainly on assumptions. They have came out with 0 actual proof claiming that me or my brother has been using more than 1 account (multiaccounting) As Metaspins wrote in their own explanation "we have strong assumptions". Yes, it doens’t look good because we have used the same device ect. but but we still stricly followed the terms&conditions.

That time when we used the same payment method (my crypto wallet) I was generous and gave my brother some cash to play for. Before depositing for him I read the terms (as always when in doubt) and it didn’t say anything about using the same payment method on different accounts so I figured it wouldn’t be a problem.

Story short they have banned claiming we broke a term we strictly followed + based on assumptions of 1 person using multiple accounts but we and the casino have all the proof, information claiming there are only me and my brothers account connected to the household and that we are two different users/persons that just want to play on the site (and I want to have my funds as well).

Thank you for taking the time to read 🙂

Kind Regards

Svante

It is really hard to investigate such a matter when it happens at an online casino, you know. They don't have the possibility to see you in person as at the real land-based casinos.

So that is why most online casinos have this implemented in their terms: it is not allowed to play from the same household, and it is strictly prohibited to use third-party payments as well.

Unfortunately, you have violated those terms, and in this case we are unable to do anything. The casino blocked both of the accounts, and we believe they did that according to the terms.

I’ve followed the terms stricly. But the casino is having another look at my case at the moment. Hopefully I can solve it with them. Thanks for all the help anyways!

Keep us informed if there's anything new, please.

The "Fraud team" still believes I broke the terms which I followed. The only thing you can really help me with is getting a valid explanation of my termination.

/Svante

I'm sorry, I believe the explanation provided, at least from my colleague, was as follows:

According to the Terms and Conditions:

8. USE OF PLAYER’S ACCOUNT

8.1 Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders. You shall not provide access to your user account or allow any third party use of the Website including but not limited to minors or self excluded persons. Any returns, winnings or bonuses which You have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and You undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred.

Unfortunately, based on the rules outlined above, the decision to keep one of the accounts open or close both is entirely up to the casino.

Since you and your brother share the same household, use the same device, and even used the same payment method for withdrawals, it's practically impossible to prove that the accounts were not managed by just one person. This creates a strong presumption of account duplication and in cases like these, we are unable to assist.

Online casinos are not brick-and-mortar ones, and this is sadly one of the cons. While playing online, your virtual traces may always be used as clues for determining the originality of one's account.

I believe there is only one way to prevent this situation from happening again: never share the same device or internet connection and payment options while living with other players who are using the same online casino. Or at least, it would be wise to tell the casino before depositing, just in case.

I understand this is indeed a very unfortunate situation, yet the rules were there when you registered and are still applicable because the casino aims to use them when needed.

Yes I understand, still very unfair to ban us due to assumptions when all the proof needed is already handed to them. I’ve always followed terms hence I’ve never had any problems before. Sadly I could not control what my brother does 24/7 so it would be impossible to contact them before he created his account. So if anyone has broken the terms its my brother when creating the account. But then it would also be impossible for him to know that I have an account on there as well when creating it.

As it stated in the KYC "If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders." When I contacted and asked support about it they said that all would be fine if we just completed our KYCs and I thought that would be the end of it. That was sadly not the case.

The terms about desposits ect. did not say anything about using same adress on another account so I ofc thought it would be fine. Instead they use it as an assumption of multiaccounting.

It’s just very very unfair in my eyes. As creator Kyharr stated "They would never let a mistake like that happen, I have several viewers that are siblings/spouses" so it sounds like it should not be an issue. And if it is they should update their rules.

Thats so fked asw that support told us it would be fine after KYC. We of course thought it was fine and kept playing kept depositing ect. When in reality it wasn’t fine in the end.

It’s a very unfortunate case and I understand if you can’t help with much but I will keep trying to solve this. I can’t afford to let my balance go.

I see, of course. One should be responsible for their own actions, but should the entire household be held accountable? That presents a significant challenge. Believe me when I say that this was the most unfortunate part for me when following the complaint.

Sadly, what some streamer or other guy says is quite relevant because there is no info of how the other siblings used their accounts or were able to provide different details when it comes to utility bills, internet connection, devices, gameplay, and others...

The only thing I can add is that I'm sorry it ended like this. 🙁

Hello, The only answer the streamer gave me was that "they don't use the same device and wallet". So I have no idea if they did anything special other than just contacting support as I did. It all sounded fine before getting terminated. It sounded like the second our KYCs was complete it would be no issues. Then some days later after completing KYC we got terminated with little to no explanation.

Would you be able to assist me getting in contact with the casino? If they still have assumptions that there is only one person me and my brother can provide, KYCs, Source of funds, everything they need to make this right.

Kind regards

Svante

Hello, Svante.

This, at least to me, sounds like a different situation, though. Once the same device and wallet are used, that stands against the most common rules. 🙁

Sadly, I have no way to get you in touch with the casino. That's only possible through the complaint; we have no other options here. I'm sorry. I really am.

Since the casino banned me for "multi accounting" my tickets won't be accepted. I've tried explaining that the T&C tells the users to contact the support if you have 2 users at the same household but idk. When using my wallet I checked their rules beforehand at it said nothing about using same wallet to different accounts so figured it was fine. Same device, they mention that in the 8.1 T&C that also states that " If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders."

I'm not mad at you guys, just mad at the whole situation.

Kind Regards

Svante

Hello, while it makes some sense, I recommend that you read the full rules and always confirm your expectations with casino support instead of relying solely on your conclusions.

Consider those:

"8. USE OF PLAYER’S ACCOUNT

8.1 Only one Account per person, household, IP address and computer device is allowed. Creating multiple user accounts may result in termination of the accounts and suspending of all payouts. If two or more users share the same household, IP address and computer device, We must be informed by the respective Accounts’ holders. You shall not provide access to your user account or allow any third party use of the Website including but not limited to minors or self excluded persons. Any returns, winnings or bonuses which You have gained or accrued during such time as the duplicate account was active may be reclaimed by us, and You undertake to return to us on demand any such funds which have been withdrawn from the duplicate account. Should We decide to leave one account open, it will be the first account that You opened with us, to which your remaining deposits, if any, will be transferred."

"9.5 You cannot transfer, sell, or pledge Your Account to another person. This prohibition includes the transfer of any assets of value of any kind, including but not limited to ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial or otherwise. The prohibition on said transfers also includes however is not limited to the encumbrance, pledging, assigning, usufruct, trading, brokering, hypothecation and/or gifting in cooperation with a fiduciary or any other third party, company, natural or legal individual, foundation and/or association in any way shape or form.."

Basically, if I may explain that in short, you are supposed to inform the casino the moment you create an account from the same household, and of course, the point of one account per person means no shared services, assets, or money. Could you consider why casinos might require separate accounts for each person if these concerns were not relevant?

I'm sorry you did not see this coming, and I hope this summary helps you stay safer. 🙏

Yes ty. Contacted support the moment I realized we had two accounts and that's when support said basically "all good". Then we're back at the question if I should be responsible for my brother actions and doings.

Hopefully I'll stay safer when I've moved out now.

I know, we could start it over from the very beginning...

As far as I understand it, the problem actually occurred later, when the verification showed the same wallet and device, I guess. Until then it was basically ok. The moment you reported you both have accounts, no one, however, expected you both to share everything, including device and money.

Hello,

Hope you're all doing well. I even contacted their support with a random mail asking about multiaccounting. And they basically gave the green light to have more than 1 account as long as "we" verified our accounts.

*Check the attatched photo*

So it's very okay for anyone else to have more than 1 accounts but when it comes to me that won money it wasn't okay. It's outrageous.

We are very well, thank you for asking. I hope that you are doing great also.

So, my question now, though, is, did they pay you your winnings after you confronted them with this?

Hi, I don't get answers through the mail so I contacted their live support and asked kindly if they could bring it forward to relevant people. I asked for a case number or something so I get a confirmation that it has been escalated but I only recieved the answer "I have your mail address, it's enough". Haven't gotten a mail in two days now. What should I do?

Probably you need to wait and see what will happen, unfortunately.