The player from Germany has been accused of opening multiple accounts. Casino didn't respond.
One Casino - Player has been accused of opening multiple accounts.
Black points: 160
Amount: €702.29
One Casino
Safety Index:HighSafety Index
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8.9
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
For a payout of the specified value, I should upload ID and proof of address. I have made. Chat tells me I have multiple accounts. But that's not true. Now I am told the amount will be withheld ...
Automatic translation:
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3 years ago
Dear peterle99,
Thank you very much for submitting your complaint. 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, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?
Have you redeemed any promotional offers from this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. How long ago you have registered your account?
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 Petronela,
no, no one else in my household is a possible user.
The accusation that I opened a large number of accounts at once cannot be correct, as I could 1. remember it and 2. register with a mobile number at this casino. he follows. So should have attracted attention.
I cannot and do not want to rule out 100% whether a one-off registration could have been made years ago. But that would not have been deliberate now. I also uploaded my identity card and proof of address. So I kindly asked for an accommodating solution.
Ultimately, and by far, I find it dubious that I was able to deposit and be active there for months and really only with the currently used account and then suddenly be blocked and credit in the volume deleted when I first win. Because it wasn't the case that I would have enriched myself through various claims of bonuses or in any way. Due to the long and exclusive use of the current account, including deposits, there was no indication that I was "illegally" active there for such a period of time. No intent, no enrichment, no parallel or alternating use of various accounts.
Conclusion: I rule out the opening of several accounts - the possibility of having opened an account a long time ago is not entirely 100%. Therefore I would also agree to a goodwill solution (e.g. 50%).
Thanks a lot and best greetings
Automatic translation:
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3 years ago
Thank you very much, peterle99, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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 peterle99,
I looked at your complaint and will do my best to help you. I would like to invite One Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal? If player had multiple accounts send me the evidence to my email: viliam.v@casino.guru.
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3 years ago
We would like to ask the One 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 apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
