Power Casino - Player has been accused of opening multiple accounts.

Hello, I was able to deposit money into the account and play all the time, but now that I won for the first time and would like to data, my account was blocked due to allegedly more accounts in my name and the casino does not want to pay me the winnings or the money I deposited.

Dear Robert,

Thank you very much for submitting your complaint. I’m 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 neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

Hello, it is possible that my brother set up an account from the same IP address. But even so, I don't understand why depositing money all the time is possible and as soon as I want to withdraw, they block me. At worst, I hope the casino pays me at least the amount deposited.

Thank you, Robert, for your reply. Could you please advise if your winnings were accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

The last win in question was without an active bonus. In the past, I don't remember using any promotional offers. I've had an account for a long time and I don't remember you, but I don't think so. Maximum registration bonus, but the last win is not tied to it. As I write, I have had an account for some time.

If you are aware of another active account from the same IP address as yours and you have accumulated your winnings after activating a promotional offer, I'm afraid we won't be able to help you.

Please understand that majority of casinos forbid redeeming bonuses from one IP address, household, or device or even registering accounts from the same IP addresses.

However, if you feel that you have been accused wrongly please let me know and we will ask the casino for supporting evidence. Looking forward to hearing from you.

But as I wrote before, it's not a bonus, I bet 4,000 and win 10,000.

Thank you very much, Pergo, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Pergo,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Power Casino to join this thread.

Dear Power Casino,

Could you please clarify the situation? You can forward any relevant evidence to my e-mail address andrej.p@casino.guru (or you can post it here).

Thank you

Dear Pergo,

We’ve been in contact with the casino representative. They have provided sufficient evidence proving you have in fact created multiple accounts in the casino. As you might know, creating multiple accounts is prohibited and considered a serious violation of Terms and Conditions in most casinos.

Unfortunately, we consider the casino’s decision to be justified in this case, therefore, we cannot request any refunds and are forced to reject your complaint as ‘unjustified’.

I’m sorry I can’t be of more help.

Dear Pergo,

Unfortunately, any information shared between a casino and our team is considered strictly confidential, therefore, the provided information cannot be forwarded. I hope for your understanding in this matter.

In case you are not satisfied with our decision and are certain your claim is justified, I can recommend you to file an official complaint with the casino’s Licensing Authority (Gaming Curacao), although I believe their ruling would not differ from ours. Please let me know if you decide to contact the Licensing Authority and our assistance is needed.

Yes, please contact me, even if I don't understand why the casino didn't block my account immediately, I take it as a scam on their part, if they were a fair, they would pay me at least the amount of money invested,

This is how I could put 100,000 euros in there before they would block me if I didn't want to withdraw

Dear Pergo,

I have sent an e-mail to the address you entered when submitting your complaint. My e-mail address is andrej.p@casino.guru.

As explained earlier, we will now close this complaint as ‘rejected’.