The player from Germany has been accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.
Since I didn't know anymore or I didn't create a second account
Dear Marco,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
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 as yours? Do I understand it correctly that your bonus winnings have been voided?
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
The possibility exists but I am of the opinion that the system should have noticed it, but I used my email address, which is what I am ..... I also wonder whether the other alleged account was also confirmed
Hello Marco,
Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal.
Do I understand it correctly that your bonus winnings have been voided?