The player from Germany was accused of opening multiple accounts. The casino confiscated his winnings. After a prolonged investigation, the casino eventually refunded the player in full. The issue was successfully resolved.
I just registered to the site and won the same night.
I verified myself with my ID.
My withdrawal was declined and €3000 was gone from my balance.
After I contacted the support, an email from their support "Tony Soprano" came after 3 days.
That I am not paid out because their system allegedly discovered that I was
have multiple accounts with them.
This is a blatant lie!!!
I deposited almost €500 and you don't want to give it back to me either.
Dear korrekt72,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you accumulated your winnings with or without an active bonus? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I played without a bonus.
And I can't imagine whether someone with the same IP has created an account in my household.
Kind regards
Thank you very much korrekt72 for your reply. I will now transfer your complaint to my colleague Peter (peter.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.
Hi korrekt72,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Kosmonaut Casino to the conversation to participate in the resolution of this complaint.
Hello dear player and Kristina and Peter!
The player was detected as a duplicate with a common IP address with another player, which was closed due to GAMBLING PROBLEMS, based on this two reasons:
1. The player has a common IP address with another player and was detected as a duplicate.
2. The second player with a common IP address, which was closed has problems with gambling, the security team has reason to believe that this player may have played by another name, or someone from his family/relatives.
That's why the player's funds were confiscated following the rules of the casino section 9. USE OF PLAYER ACCOUNT (Terms & Conditions):
*Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.
Can we attach all screenshots of these facts here or personally to you, CasinoGuru team (Kristina, Peter)?
That's a lie !!
I was playing on my cell phone how can it be that someone in my household has the same IP address.
Each device has its own IP address.
So the first point cannot be correct.
And who should the other player be?
Dear Kosmonaut Casino,
Could you please send all relevant evidence to my email address (peter.m@casino.guru)?
Hello dear Peter!
The antifraud department staff prepared all the proofs and facts on your request and provided them to your email!
Best regards,
Kosmonaut Casino Representative
Hello dear Peter!
Thank you, our casino managers will definitely answer you ASAP.
Dear Kosmonaut Casino team,
I'm afraid the provided evidence isn't sufficient. All that was provided is only an IP match which may be a good indicator but can't be considered sufficient evidence. We suggest making a verification call with the player.
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’ which may negatively affect its rating.
Hello again, Peter!
Did you receive additional information from the casino managers by email? If you need more information, please let us know here and by email to casino managers 🙂
Hello, Peter!
Casino managers asked the antifraud department to organize additional verification!
Dear korrekt72,
The casino asked you for a verification call on the 15th of December and you didn't reply yet. Please keep in mind that if you ignore the request and don't attend the verification call, your complaint will be rejected. Please respond to the casino's request ASAP and schedule the verification call.
I haven't received an email. To make a call.
I also checked the spam folder.
Best regards
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’ which may negatively affect its rating.
Hello, dear Peter 🙂
As far as we know, the casino side has already sent you an email, could you check please? As far as I know, after a thorough investigation by anti-fraud, the money has been returned to the player and the problem has been solved!
Hi all,
Thank you for your replies.
Dear korrekt72,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter