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

This is the third withdrawal I've made All of my withdrawals have been in my account within three hours. They have discovered my wife and I share an IP address ,Which we would as we share the same computer. We have also spoken to them from the same e-mail address as I am computer illiterate and my wife does all my computer stuff for me. They would have to ban 50% of their customers because I'm sure husband and wives share the same IP address. Internet providers just to solve this problem.

Dear efg22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you or your husband accumulated your winnings with or without an active bonus? Was any of the accounts verified in the past? Do I understand correctly that you received winnings from this casino in the past?

Lastly, could you please confirm that you have used separate payment methods to deposit funds into each casino account and both accounts were created under different email addresses and correct credentials?

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 

Yes my account was verified in the past.I told my wife about this casino so she opened an account in het email address. We have separate emails as well as they have processed a withdrawal for me before with no problem.And my winnings are not on bonus funds.They are mad that we have the same IP address we do on all our other casino accounts and it is not a problem.

Thank you very much, efg22, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello efg22,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. According to the casino's terms and conditions:

12.3.PowerPlay does not allow two or more Account Holders to place bets from one IP-address (from the same computer or the same local area network). In such cases PowerPlay has the right to block the account of such a User and ask them to send the documents verifying their registered identity.

Could you explain whether you or your wife bet on any sports events in the casino?

I am not sure what my wife has bet on I am pretty sure she plays virtual horse races. It says that they can block a user and request identification I did all that and got a payout. My wife and I belong to 4 of the same casinos and have never had a problem. Unfortunately we can not afford 2 computers in the same home in order to not share an IP address. So I am unsure what the problem is as we have both been verified. Its strange how they took our deposits from the same IP address but wont pay us out. Pretty shady behavior.

efg22,

Thanks for the clarification. I reached out to the casino for an explanation.

I just received an email and was told I can now request a withdrawl. I have done that , lets see if I get it or not. My last ones were processed within an hour. I am also curious to see if my wife will receive the same offer as they are treating her the same way. I will let you know how things pan out.

They will not allow my wife to withdraw her 1900.00. I find that unfair as we have the same situation. Pretty shady on their part. She will be fighting this further. How can they allow one but not the other. If they are going to allow one of us take the higher amount of winnings. SHADY SHADY SHADY.

Hello efg22,

Could you tell us if your withdrawal was successful? If your withdrawal was successful I'll close this complaint and will continue to assist your wife with the issue in the separate complaint thread that is open as well, provided you don't need any more assistance. Please let me know. Much appreciated!

I have received my withdrawal. I need to clear up a problem with not being paid what the machine said I should. It wasn't adding up bonus spins properly. I can start another complaint if it is easier as it is the same casino. I do have photos of all my spins that didn't add up.

Hello efg22,

Thanks for the confirmation, I am glad to hear you received your winnings.

I believe we can try to address the issue in the same complaint. Have you contacted casino support about the mismatch? What did they say? Do you have any supporting evidence about the mismatch? Screenshots or game log history you may provide about the issue?

Yes I do have screenshots but I couldnt get a copy of the log as they have closed my account. But it was not credited. I contacted the casino and its funny the game was sahara riches that the problem was on and they sent a reply with a completely different game justifying my win. Makes me question their staff they dont even know their games. I can send you a copy of the screenshots.

Hello efg22,

Please forward them to tomas@casino.guru

Dear efg22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The player can reopen this complaint at any time.