The player from Portugal had his account blocked after he requested a withdrawal. The casino had stated that the player had multiple accounts, a claim the player denied. The player had insisted that he lived alone and hadn't used any bonuses, just his real balance. He had also claimed that the money involved was only his deposits, not winnings. The casino had provided evidence of multiple accounts to the Complaints Team. We concluded that the casino's actions were justified and rejected the player's complaint.
Pokies2Go Casino - Player's account was closed due to alleged multiple accounts.
Amount: €60
Pokies2Go Casino
Safety Index:Below averageSafety Index
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5.3
Pokies2Go Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I created an account at this casino and played regularly. After making a withdrawal request and submitting the necessary documents for verification, I didn't receive any response for five days. Then, I got an email informing me that my account had been permanently blocked due to multiple accounts. This is untrue; I only have one account at this casino. They don't want to pay me my withdrawal, which is why they've blocked my account.
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11 months ago
Dear guizinho8,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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11 months ago
Translation
Good afternoon,
It is impossible for anyone in my family to have registered with the same IP because I live alone.
I didn't play any bonus, just real balance and verification I sent the necessary documents, but they closed my account without any explanation or response due to double account and kept my money. Thanks
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11 months ago
Translation
I still have no response from the casino. They unfairly closed my account saying I had multiple accounts, which is a lie. Furthermore, the money I was trying to withdraw was just my deposits, don't win any money at the casino! This casino is simply trying to take my money unfairly!
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10 months ago
Thank you very much, guizinho8, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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10 months ago
Hello there,
Thank you guizinho8 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Pokies2Go Casino for their help in resolving this complaint. We would like to ask why was the player accused of having multiple accounts and what can be done to help resolve this issue,
Thank you!
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10 months ago
Dear Casino Guru team,
thank you for reaching out.
The player in question created multiple accounts to benefit from a fraudulent self-affiliation scheme. Please provide us with an email where we can privately deliver all the evidence.
PS - The disputed amount is 60€.
Best regards,
pokies2go
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10 months ago
Translation
Please also inform me where this evidence is, as I have never had two accounts at this casino.
Please also explain why you kept my money and didn't pay me when the €60 are just my deposits! There is no bonus or winning value, only deposits.
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10 months ago
Thank you for the clarification Pokies2Go Casino representative. You can provide the evidence to my email. (peter.c@casino.guru) Thank you for your cooperation!
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10 months ago
Translation
I would like you to provide me with this evidence and place it here in public! Because the casino never explained to me why they closed the account for multiple accounts and they will just lie and provide false evidence!
I would also like you to ask the casino why they didn't pay me the €60 withdrawal since that money is just from my deposits. I have never used a bonus at the casino, I have never won anything there, I have the right to receive my withdrawal. Thanks
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