Juju.bet Casino - Player has been accused of opening multiple accounts.

On 17.08.2022. I made a deposit of 47.80€ with litecoin to Juju.bet and got a 200% bonus of 95.60€. I managed to wager the bonus and ended up with a 450€ withdrawal. I made the withdrawal on 19.08. and waited during the weekend for my withdrawal to be approved. On 22.08. after enquiring about the status of my withdrawal multiple times I get an email from the casino about my withdrawal where they informed me that the withdrawal was confiscated due to a duplicate account with an email that was completely foreign to me. For clarity, they had informed me about this earlier but I assumed it was a technical issue as I had some issues when creating my account. They claimed that "both of the accounts is made from one of your devices, we can't see more than that" which I know to be false, as I am very protective of my devices and I keep good care of my cyber security. Its also very weird how this was not an issue when I verified my account on 09.08.2022. or when I made a successful withdrawal the same day.

Dear Xizted,

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? Do I understand correctly that you have passed the KYC verification successfully in already?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

1. I know that none of my family members have opened accounts, and I know for sure none of my devices could have been used to open the account in question. I obviously cant say for 100% sure about my neighbours as I live in an aparment building. The account in question was opened from a different email than mine, and I have no knowledge of that email. I censored it for the privacy of the other user as I dont think they did this with malice. I did ask them if there was any sign of identity theft and they didnt say if there was but it seemed like the only proof they could have was that the accounts were opened from the same device or IP address.
2. I did get the winnings with a bonus, and I completed wagering. What I didnt mention as I thought it was irrelevant was that the wagering system missed around a 1000€ of wagering so I had to wager 1000€ more than I was supposed to as their payment department was super slow in fixing the issue so I just decided to wager it all.
3. I did pass KYC earlier and I also had a successful withdrawal of 500€ on 09.08.

As an additional note, I want to give the casino the benefit of the doubt and say this could have been caused by a technical issue as I do remember I had issues opening an account the first time. It would also be helpful to know if the casino had gone through a rebrand as that could be another thing that would explain this.

Thank you very much, Xizted, for your reply and clarification. Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino directly?

I sent you all the relevant email conversations via email

Thank you very much, Xizted, 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, Xizted,

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

Dear Juju.bet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello. Are there any updates on the case? Also if you get in contact with the casino, please ask if the alledged duplicate account had been created with my personal info as I never got a concrete answer and I am slightly worried about a possible identity theft

Unfortunately, nothing yet. The casino will reply directly here, or in case it will contact us, I will let you know about it here as soon as possible. Currently, we are still waiting for its response.

Thank you for your understanding.

Hi Branislav,

We have sent all relevant information to branislav.b@casino.guru

If there is anything else you need, please let us know.

Antonia F

Now that they have sent over the information, could you confirm if there is a case of identity theft, so was the alledged duplicate account using same personal information as me

Greetings all,

I apologize for the delayed reply.

Thank you very much, Antonia, for all provided data and information.

Please, see the last email that I sent a while ago. I am waiting for the additional data that I requested.

Looking forward to hearing from you.

Any updates?

Greetings all,

Yes, Xizted. I was already partly provided with the requested data. However, currently, it is still not possible to completely review the case and circumstances, so I asked the casino to provide me with additional details.

Dear Antonia and Juju.bet Casino,

Could you please look at my last email and provide me with the required information?

Any updates from the casino?

No, unfortunately, nothing yet. However, the timer will be extended today, and I will try to contact the casino also outside this thread and get an update. Once I receive anything, I will let you know about it.

Thank you for your understanding.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Greetings all,

Based on the information received from the casino representative, I am extending the timer until Friday evening to provide the casino with a few more days to collect the required details and answers.

Thank you for your understanding and patience.

Any updates?

Hello, Xizted,

I am sorry for the delayed reply. I am still in contact with the casino changing emails.

Currently, I am waiting for a reply, details, and maybe even a final decision regarding your issue.

Dear Juju.bet Casino Team,

Could you please look at my last email and provide us with the casino's final decision?

Dear Xizted,

In the meantime, I was provided with the following information:

• The casino will credit the confiscated balance back to your casino account
• Then, you can request a withdrawal, and both accounts will be closed
• If you would like to continue playing at the casino, you must create a new account

At this point, I sincerely believe it should only be a matter of time before the account balance is restored.

I will keep this complaint open until your confirmation regarding a successful withdrawal or an update.

Please, check your account regularly and let us know about any progress.

Thank you. I have now made the withdrawal to my LTC wallet in coinbase, lets see when it will arrive.

Great, thank you for the update.

Please, let us know as soon as you receive the payment.

I have now got the full withdrawal in my coinbase wallet, thanks for the help. I guess now I just wait for them to close my account

What great news!

Thank you, Xizted, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. The situation was explained above. The casino has the right to close a player's account(s) at any time, and your account is already empty. So, if you would like to continue playing in the casino, you can create a new account.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Juju.bet Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru