The player from Italy had unintentionally opened two accounts with the same address at a casino, unaware of potential issues. Upon winning and trying to withdraw funds, he had encountered difficulties, and several days had passed. The player's father had initially opened an account using his card for deposits. The player had then opened a second account, also using the same card for deposits. Both accounts had been accessed from the same device and neither had undergone verification. We had clarified the situation and explained that due to these circumstances, it had been impossible for the casino to distinguish that two different individuals were accessing these accounts. As a result, we had to reject the player's complaint as unjustified.
Rabona Casino - Player’s withdrawal delayed due to multiple accounts.
Amount: €20,000
Rabona Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
Hello, I have read on various forums that you often resolve issues like the one I am facing. I had a problem with this casino as I wasn't aware that I could open two accounts with the same addresses. Unfortunately, when I won and tried to withdraw, I did some research and discovered that there could be issues with this. Therefore, I made some withdrawals, however, several days have passed since then.
Dear Attilio,
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.
- What led to the opening of multiple accounts in this casino?
- Were both accounts active at the same time?
- Did either of the accounts undergo successful verification?
- Did you accumulate your winnings with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello and thank you, an account opened by my father, I didn't know, I didn't know that you couldn't have 2 accounts in the family
I didn't get any bonuses on the second account I opened. both accounts were active then I asked to close the first one
neither of the 2 accounts has been verified the winnings were accumulated without bonuses
Hi Attilio,
- Has your father registered his account using his personal information and his payment method?
- Is he capable of verifying his identity with the casino?
Thank you.
good morning, yes with your information but you deposited a couple of times with my card and then with yours
Let's review the situation.
- Did your father open the account in his name but utilize your card for depositing funds into his account?
- As for your account, have you registered with your personal information and solely used your payment method for deposits?
- Additionally, have both you and your father used separate devices while playing in the casino?
Thank you.
Dear Attilio,
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.
Yes, my father opened the account in his name and used my card
I opened a gaming account in my name and used my card, the same one that my father used on the account in his name
Yes we used the same devices
Hi Attilio,
This is indeed a unique case. Please be aware that if both casino accounts were accessed from the same device and the same payment method was utilized for deposits, addressing this case becomes quite challenging. Additionally, neither of the accounts underwent verification in the past, and based on my understanding, your account was created as the second one following your father's. Subsequently, you requested the closure of the initial account (your father's account). Is my understanding accurate?
Unfortunately, if these facts are correct, proceeding with this case becomes extremely difficult. Given the circumstances, it was nearly impossible for the casino to distinguish that two different individuals were accessing these two accounts.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Dear Attilio,
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.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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