Complaint closed but I would like more explanations

Good evening, my complaint has been closed, concluding that I used multiple accounts from my home. I don't understand what this means. I would appreciate further clarification, especially to determine whether I should file a report for identity theft, or whether you're saying multiple accounts were used from my home IP address. I'd like to understand what this claim is based on. Are the bets identical? Or something else?

Hello there.

I am sorry if the situation was not explained well to you, and I will try to do that now, if I may.

As I looked at your complaint, I could see that the casino detected that there were more accounts from the same IP.

So, is there anyone else playing at this casino from your household, perhaps, or even using the same device?

I would like to understand the situation better so we can determine what could actually happen there.

The basic problem is that no one in my family plays, and I usually played on 4G and am rarely connected to my Wi-Fi, so I don't understand how it's possible that multiple accounts have played from my IP.

Another thing, if I go to my friend's house and connect to his Wi-Fi and play with my account, will that also be detected as multi-account?

subsequently it is impossible that the other accounts were verified with my same documents, so I can't understand where I would have violated their terms and conditions since I have always used only one account and the documents are on only one account?

It doesn't seem to me that the IP address alone can be used as evidence.

If it is as you say, I would definitely recommend you to ask for reopening of your complaint. Please make sure that you explain it well in your message for reopening, the same way you explained it here on our forum.

My colleagues will take a second look at it and inform you what can be done next.

What do you say about this?

Good morning, the problem is that I tried to reopen but they say it's not possible and that they can't provide me with proof of what they say.

the thing that bothers me most of all is the fact that I have actually only ever played on one account and therefore I can't really explain how this could have happened

Unfortunately, we are not allowed to provide any information regarding the evidence from the casino, but our complaint specialists always investigate everything well.

So, just in case, I would like to ask you again if it really couldn't happen that you opened a second account at this casino.

Please think about it really well, and I will try to contact my colleagues on Monday regarding your case, and we'll look at everything together again.

Just know that we really agree with a casino if bulletproof evidence is provided.

So, could you give me this time to come back to you with some more information, please?

Good morning, thank you for your reply and understanding. I truly understand privacy. The problem is that I can't explain how it's possible because I'm completely honest and have only ever had one account. I don't understand this IP address thing because, as I said, I played mostly on 4G. No one in my family has ever played. I'm the only one. I don't understand why they can't verify it with the documents I sent. I'm sure it's the only account I've ever had and to which I've uploaded documents. I even sent my passport, which is truly a sensitive document. And I've always played only from my own account. I've never created another one or played with anyone else. Even bank transactions can verify it. I'm 100% sure I've only uploaded funds to my account. I understand the policies, terms and conditions, and privacy. The problem is that they're really making a mistake here, and I don't understand how something like this is possible. I'd like to take action to provide you with more proof that I only have a single account, but I'm not sure what to provide. Whatever you need, I can provide it. I'm completely transparent. I just hope this can be resolved, because I'm truly saddened by both the loss and the fact that I don't understand where these things came from. Thanks again.

Hello there.

I have consulted your case with my team, and unfortunately we won't be able to do more for you. The casino has provided enough documents, and we have to stick to our decision.

You still have a chance to turn to the licensing authority, though, if you are unhappy with this decision.

Will you go for it, perhaps? 🤔