The player from Germany was accused of opening multiple accounts. Despite multiple attempts to contact the casino and seek resolution, the casino initially remained non-responsive. The player was advised to contact the casino's regulator in Curaçao. Eventually, the casino responded, requesting the player to contact their support team for assistance. However, the player failed to respond to further messages, leading us to close the complaint as unresolved.
National Casino - Player has been accused of opening multiple accounts.
Amount: €4,100
National Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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3 years ago
Translation
Dear Sirs and Madames,
I registered with the Nationalcasino on June 9th, 21st and was also very lucky all requested documents uploaded via the homepage.
A few days later, my payment is canceled and I am credited with 1600 euros to my gaming account, the reason for the withdrawal refusal is something with duplication, that means that someone with my device and ID should have registered at the National Casino, according to support be another player. It's the first time I've heard this, I now use my browser history more often during the day, maybe it's because of that.
I contacted the support via email and not the live chat and asked to confirm my payouts.
Can something really be with the duplicate, I can't imagine something like that and I think it's just an excuse.
Automatic translation:
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3 years ago
Dear Playjo,
Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very 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 you have activated any promotional offer when depositing funds into your account? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, using the same email address?
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
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3 years ago
Translation
Hello Petnorela,
Thank you for the quick feedback and I'm glad that you are at my side, I mainly use my smartphone to play games and every now and then I go to my PC, I often delete my browser history, maybe that has something to do with it.
Nobody will answer my smartphone except me, my email address belongs only to me and only 1 person lives in my household who does not gamble.
I'm pretty sure that I don't have a double account at Nationalcasino, I absolutely cannot imagine that it is relevant that 2 or 3 players use the same IP, when I registered I used the internet line of my smartphone provider and no W- Lan or landline connection, maybe it's because of that, I don't know.
I did not take advantage of any advertising offers for my deposits.
Kind regards
Edited
Automatic translation:
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3 years ago
Thank you very much, Playjo, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
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3 years ago
Hello Playjo.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case.
Could you please explain to us what exactly happened?
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3 years ago
Translation
Hello Matej,
Thank you for your support,
I have already initiated full disputes, I have reported to TechSolutions Group NV. Unfortunately, I have not yet received any feedback about my problem.
I have reported to National Casino that it may have something to do with the fact that I only have my new address since April of this year.
I still wanted to have information about the person but for security reasons I would be denied the information is understandable.
With best regards
PLAYJO
Automatic translation:
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3 years ago
We would like to ask the National 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’.
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3 years ago
I am very sorry, Playjo, the casino is non-responsive.
I would suggest you write your complaint directly to their regulator (Curacao):
The message should include:
1) Your personal information:
name (your first name, your last name and the middle name if you have it)
your country of residence
your age
2) Complaint body must include:
casino name + license (License No. 8048/JAZ)
your login (username) and email in an online casino (with which you had registered the account)
then describe what has happened as thoroughly as possible (including the sum of money you are challenging)
3) Attach to the email files (screenshot images or email correspondence) that prove you have already tried to resolve the problem with the casino.
I am sorry that we were unable to help you.
Would you please let me know when you submit your complaint to the regulator?
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
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3 months ago
We’ve reopened this complaint at the request of PLAYJO. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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3 months ago
Hello!
Thank you for your message and we apologize for the delay in responding. We appreciate your patience. Please contact our support team, where our experienced specialists will promptly assist you in resolving your issue.
We are ready to provide you with the assistance you need and are confident that we can resolve any difficulties you are experiencing.
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3 months ago
Dear PLAYJO,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
