HappiStar Casino - Player has been accused of opening multiple accounts.

I deposit 360 real money in happistar and win around 30k total.Then i verify my kyc and submit a withdraw request.After one day i saw they my seized my all winning.They told that i created multiple accounts and showing many user names.But the accounts are not mine.

Dear Debu, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"You may only open one account on each of the Websites provided by us, HappiStar has the right to terminate any duplicate account.

If you open or attempt to open more than one account, for whatever reason, HappiStar may block or close any or all of your accounts at its discretion. HappiStar may at its discretion void all the bets that have been placed in the duplicate accounts. Should HappiStar decide to leave one account open, it will be the first account that you opened with HappiStar, to which your remaining deposits, if any, will be transferred. HappiStar will deduct an administrative fee of 10% (minimum USD 30) for every other account you opened as well as any other deductions that may apply in accordance with Our Terms and Conditions."

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that you didn't play with any bonuses?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Firstly they said i use bonus but i am not activate any bonus.Then they say i created multiple accounts.My sister also played in happistar.So there is a chance an account from same ip.But the owner of the account are completely different.Happistar blaims me that i abuse bonus.But I am playing with real money.

They also said that now withdraw will be paid.But after one day the seized my winnings.

Thank you very much Debu for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Debu,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, can I ask if you have any communication from the casino, or perhaps a screenshot from your account, that confirms the account has successfully passed all verification?

We would like to invite HappiStar Casino to join the conversation and to aid in the resolution of this complaint.

Dear HappiStar Casino,

The player has been accused of having multiple accounts and bonus abuse. Please explain how these accounts are linked and please provide proof of the player's multiple accounts and bonus abuse to my email address, adam.m@casino.guru.

They already verified my account before withdraw.But now i see they rejected my Id Card.I upload my documents and also verify it and they said that you can withdraw your winning.But after some days they seized my winning and also reject my Id card.Check the screenshot.

Thank you for clarifying the situation, Debu.

We will await a response from the casino.

We would like to ask HappiStar 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Debu,

I have now made contact with the casino via Skype and their risk team is investigating the situation.

I will post an update here when we receive a response.

Hello Debu,

Have there been any developments with your situation?

I am yet to receive a response from the casino's risk team, I will give them some more time to respond.

They blocked my account.Nothing is improved.

Hello Debu,

I have received the requested evidence from the casino today, I will post an update here after it has been reviewed.

Kind regards,

Adam

Hello Debu,

The evidence received from the casino was inconclusive and so I have requested further information.

I will extend the timer while we await a response.

Hello Debu,

The casino has apologized for the delays and requested more time to look into this, so I will extend the timer one more time.

Kind regards,

Adam

We would like to ask Happistar 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Debu,

The evidence supplied by the casino was inconclusive, and more information was requested to clarify the situation regarding multiple accounts.

As the casino has not responded further, this complaint will now be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact Curacao E-Gaming (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. Please let me know how they respond (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam