Casino player sets multiple accounts, gets locked - but not for the reasons you may think

In the latest episode of Player’s Horizon, hosts Nate and Mike address the case of a user who used multiple accounts on a casino and then got blocked for that specific reason.

You can listen to the full episode on Spotify here.

The player, however, admitted immediately that he had done so, but not for the reason you might think - he just wasn’t aware of the terms and conditions, and crucially, it was simply easier to register a new account than retrieve a forgotten password.

The case was submitted to Casino Guru’s Complaint Resolution Center and serves as an interesting example of how genuine misunderstandings could disrupt the player experience, but more importantly, serve as a reminder of some of the pitfalls that casinos inadvertently set up for their players.

The case was originally submitted to Casino Guru in December 2022 and was marked as resolved in March 2023. The amount was fairly negligible, around $25, but Casino Guru’s Complaint Resolution Center has made a point of resolving conflicts, regardless of the amounts involved.

Now, the player admitted to having multi-accounted, despite the strict one-account-per-player rule. The player admitted to having first deposited $25 before increasing their balance to about $31.

Upon attempting a withdrawal, however, the casino blocked the account and notified the player that they had held multiple accounts. But the player did not use those accounts to try to claim bonuses, i.e., bonus abuse. Rather, the player had genuinely forgotten his old logins and preferred to set up a new account instead, not attempting to hide their identity.

Most notably, the player did not try to claim the welcome bonus, which is his strongest argument in the matter. Plus, the player was straightforward about what he had done, the number of accounts, exact dates of registration, and how it all happened.

In the course of the investigation, Tomas, the Casino Guru expert tasked with the case, said that the casino claimed that the user received bonuses. The player, however, unaware of this, maintains his position - he never claimed any bonuses whatsoever, so the case is escalated to Branislav, another trusted expert.

Branislav put a simple question to the player: "How is creating a new account easier than clicking ‘Forgot your password'?"

But the player presented a reasonable argument as well - registration, he said, only requires an email and password, nothing else, whereas recovering his account would mean he needed to remember which email he used.

Then Branislav confronted the player with the evidence provided by the casino, but the player once again denied having accepted a bonus from the casino in any form.

But the casino also provided evidence that the password was reset by the player once before, which makes it harder for the player to maintain that it was easier for him to re-register.

However, the player continues to insist that he has done nothing unfair towards the casino and has complied with the rules, at which point Branislav returns to the casino and argues a simple case:

"A one-account rule matters. But if the player didn’t use bonuses, didn’t play against himself, didn’t manipulate games, and didn’t gain an advantage, confiscation may be too harsh."

Eventually, the casino acknowledges that the player did nothing wrong in theory, and that he may continue using his account but under a strict condition of verifying his identity.

The case is resolved, and the player returns to play with a single account. The case illustrates how casinos can go beyond nitpicking over terms when there was no evident harm, but it is also a reminder why, apart from enforcing rules that favor them, casinos must also meet their end of the bargain - i.e. verify players so that they don’t end up misleading genuine participants.

In other words, claiming that people are bonus abusing, but not taking pains to verify your players’ identity is a self-defeating argument to a point. To find out more details about the full case, make sure to give the latest episode of Player’s Horizon a listen!

Image credit: Casino Guru News