The player from Germany had deposited 100 euros, won 4000 euros, but his account was closed due to a supposed duplicate account issue. He had denied this claim, stating it was a misunderstanding since his son had the previous account, which had been closed over a year ago. The player had deposited funds using his son's card, which he claimed he had permission to use. However, we had explained that using a third-party deposit was strictly forbidden, regardless of permission. We also clarified that if both accounts were accessed by the same device, it was considered as multiple accounts. Given these breaches, the casino had the right to close the player's account and void his winnings. The complaint was therefore rejected.
Powbet Casino - Player's winnings confiscated due to alleged duplicate account.
Amount: €4,000
Powbet Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
I opened one 2 weeks ago i deposit 100 euros and won in 2 weeks 4000 euros i tried to verify and posted everything and all got accepted on the last step i got an email that my account got closed and i cant reopen it , because of a duplication ?? , my son had an account over a year ago and he closed it now i opened an account in my name and thats the reason they closed my account and i cant get my money.But its not right i didnt duplicate any accounts. Its a missunderstanding
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4 months ago
Hello geganton,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Powbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Is your son's account in his name and it is now closed or still open? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Hello I made my account at 13 Of April last month , the account from my son is since over a year closed he requested it and closed his account. All my winnings are with real money I didn’t use bonuses. Yesterday I talked with live chat and they said that I can’t reopen my account because I broke the terms 4.1 and 3.2 , I didn’t duplicate any account , and the deposit I made from the card from my son I had fully permission and I sent them a letter with both signature that the card is not stolen and I’m allowed to use his card for deposit. My account has my information and I can verify everything, my sons account has his information but is now closed and he never used that card on that account.
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3 months ago
Hello geganton,
Please note that using a 3rd party deposit is strictly forbidden no matter what kind of permission do you have. Also if both accounts were used by the same device, it counts as multiple accounts.
Based on these facts, the casino had every right to close your account and void any winnings generated.
Is there anything else we can assist you with?
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3 months ago
So because I used a card from my son that I can verify and show proof of everything and I my son closed his account and I used the same pc it counts as having multiple accounts and I can’t get my winnings ?
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3 months ago
Hello geganton,
You can simply never use somebody else's payment method to deposit into any casino without any permission. Only your own payment provider under your name can be used and if you breach this term, the casino can confiscate any balance and block you forever.
The complaint will be now rejected as the matter has been explained.
Please be aware next time and use your own funds in casinos.
Best regards,
Nick
