RickyCasino - The player's account got blocked.

Hallo,

ich habe mich bei dem Casino Ricky casino angemeldet. Habe eingezahlt ohne Bonus und gespielt ohne Proboleme. Jedoch wurde mein Konto nachdem ich alle Dokument für das KYC verfahren hochgeladen habe, gesperrt. Warum verlangen sie erst alle Dokumente von mir und nachdem sie sie erhalten haben, sperren sie mein Konto und lehnen meine Auszahlung ab.

Ich hatte früher mal ein Konto da, aber habe da weder was ausgezahlt noch einen Bonus aktiviert. Ich konnte mich nicht mehr an die Daten erinnern.

Hello frankschmank99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RickyCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Do I also understand it correctly that you have multiple accounts in the casino?

Looking forward to your answer.

Regards,

Nick

Der verifizierungsprozess ging über eine Woche. Ich habe alle benötigten Dokumente hochgeladen, diese wurden aber zu dem Zeitpunkt weder abgelehnt oder genehmigt. Ich habe das letzte Mal vor 3 tagen mit dem casino geschrieben und wollte wissen, wann meinen Dokumente Approved werden, am Tag danach war mein Konto gesperrt.

Ja ich hatte vor einigen Monaten ein anderes Konto, habe aber keinen Bonus benutzt oder ausgezahlt.

Hello frankschmank99,

Please understand that creating multiple accounts is against the casino terms and they had every right to close your current account and void any remaining balance from it.

Can you please advise when did you stop using the first account and if you did have any movements on it?

Ich habe das andere Konto vor etwa 3 Monaten erstellt einmal deposited gespielt und sonst nichts gemacht

Hello frankschmank99,

Can you please clarify why did you create a new account? Why didn't you use the old one and registered a new one instead?

Ich habe meine alten Daten vergessen

Hello frankschmank99,

If the casino blocked your account during the verification process, I assume that your first account got verified as well otherwise they would not have your data. Can you please advise if you remember verifying your first account?

Nein ich habe dort kein anderes Konto verifiziert

Hello frankschmank99,

How much exactly did you deposit into your first account and did you claim any bonus there?

Ich habe über Banküberweisung eingezahlt und keinen Bonus beansprucht

Hello frankschmank99,

Please forward your communication with the casino regarding this case to nikolas.b@casino.guru before we would try to get in touch with them.

I would also like to point out that creating multiple accounts is strictly forbidden in every single online casino. However there are some cases where it might be possible to help the player (if the 2 accounts were created far apart, no bonuses were used etc.).

Die Kommunikation ging lediglich über den Chat und auf E-Mails reagieren sie nicht

Hello frankschmank99,

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Also please keep in mind that casino may allow such account duplicity only in specific cases. If some of the requirements will not be met, we won't be able to help you out.

Wish you best luck resolving it regards,

Nick

Hello frankschmank99,

I'm Michal and I have taken over your complaint. I have reviewed this case and as my colleague Nick, mentioned, in general, multiple accounts are forbidden in almost all casinos, however, there have been specific cases, where we were able to find a compromise with the casino.

I will contact the casino to shed more light on this matter.

We would like to invite Ricky Casino to join the conversation.

Dear RickyCasino,

Can you please provide more information about the player's multiple accounts? If the information can't be shared publicly, please send them to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Please be informed that the player's account was permanently closed due to the violation of the Terms and Conditions. The player's deposit is not subject to any refunds as the funds were played through by the player.

Kind regards,

Rickycasino Support Team

Thank you for the explanation and evidence, Rickycasino Support Team.

Dear frankschmank99,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information, IPs, and cookies. Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. As you wrote you forgot your "old" account login details, you should have contacted the casino support to help you with this and not create another account. Every player is allowed to have only one account, thus we can't disagree with the casino's decision in your case.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal