The player from Germany opened a duplicate account in the casino without realizing it. After depositing and losing money, she requested a bonus, after which the casino noted the duplication. She is seeking a refund as she believes the account should have been immediately closed. The complaint was rejected as the player had no active balance when the account was closed.
NineCasino - Player's duplicate account leads to loss and account restriction.
Amount: €900
NineCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
The account was opened on 22/08/2023. The system didn't notify me that this was a duplicate account. I couldn’t remember a previous registration. According to the terms and conditions, a duplicate account is prohibited, but the account was not closed. I deposited money and lost. When I asked for a bonus, I was told that this was a duplicate account. According to the terms of business, this is forbidden, but it seems to be permissible when it comes to losing money. The account should have been closed immediately. After this became known, all monies should have been refunded and the account should have been closed. I would have been denied a withdrawal due to having a duplicate account. The terms and conditions initially establish that only one account per household is allowed, but then it suddenly it becomes permissible or what? This is outright fraud!!!
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1 year ago
Hello cagon2512,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when was your first account created? How much exactly did you deposit into your second casino account? When was the last time you spoke to the casino and what was it about?
Please understand that the casino acknowledge account multiplicity only during the verification process and it is entirely up to the player to follow these terms and not to create multiple accounts. As it is considered as breach of terms, the casino had right to void any winnings generated and block the account.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Dear cagon2512,
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.
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1 year ago
Translation
Hello Nick, unfortunately I don't know when the first account was registered. A total of €900 was deposited into the second account. In every other casino the new account is blocked as soon as you try to create it or you receive information. That wasn't the case here so I started with my first player account at Nine Casino. According to the statutes, it is true that I could never have paid out any winnings I made, but then why aren't they paying me back my deposits? I last wrote to the casino on August 24th, 2023 because I feel cheated. I also wrote to them that a double account is forbidden according to the terms and conditions, but if you lose money it is suddenly legal.
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1 year ago
Hello cagon2512,
When was the first account created and when was the last time you used it? Did you ever claim any bonuses on the first account?
Please keep in mind that the casino finds out about account duplicity only during verification as they have no reason for accounts checks prior to that.
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1 year ago
Translation
Hello Nick, I don't know when the account is used for the first and last time and the casino doesn't provide this information either. If so, only a registration bonus was used at Nine Casino.
Every other casino system immediately recognizes a duplicate registration and blocks the second account. If you find out that it is a double account then winnings will be confiscated but if you lose it is okay??!??
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1 year ago
Hello cagon2512,
Do I understand it correctly that your current casino balance is zero?
Please keep in mind that most of online casinos can't detect duplicate accounts right away and they find out about it only during the verification process.
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1 year ago
Translation
Yes, the balance is zero euros and the account was closed because it is a second account.
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1 year ago
Translation
When I asked for a bonus or cashback it turned out that it was a double account. All reputable online casinos exclude double accounts from the outset. The system is actually capable of recognizing something like this. Finally the employee told me her account was marked as duplicate. So you already knew that it was a double account because it was marked, but it didn't matter because I was able to deposit and then lost. But when I asked about the bonus it said the account was marked as a double account. I can't give you a bonus. But it was already marked when registering. Then why wasn't it blocked???
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1 year ago
Hello cagon2512,
As long as your casino balance was zero there is nothing to solve anymore. The casino has right to close any account with zero balance without any reason given.
Based on that fact we will be now closing the complaint as you had no active balance at the time of the account closure.
Best regards,
Nick
