Roaring21 Casino - Player has been accused of opening multiple accounts.

Well I won 400 dollars without useing a bonus and when I went to make a withdraw. They come back and said I had other people useing my email to play at one of there sister casino. And I don't know theses people that they are talking about. First of all they should have checked that when I made my first deposit. But they have no problem taking my money but when it came to them having to pay they are saying people used my phone number to sign up back in 2018 I didn't even have the number I registered with back in 2018 and the one person that supposably used my email to sign up they could have easily just used my email people get there emails hacked everyday. But the bottom line is they had no problem taking my money. I proved to them my identity and all that so why should something that happened in 2018 stop me from receiving my winnings.

Dear siercksdavid,

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? Was the account verification completed successfully?

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

Well I know for a fact that I don't know the people they are talking about. And they haven't told me if it was a verified account

Is there any relevant communication that you could forward to me, please? It would be helpful to see what kind of statement the casino sent you. Thank you.

Dear siercksdavid,

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 appreciate the clarification and thank you for explaining the situation in more detail. Based on the information you shared, it seems that the only potential connection between the two accounts could be the use of a VPN, which might give the appearance of two different individuals playing from the same IP address. To further investigate, could you please let me know if you have ever used a VPN while playing at this particular casino? Additionally, it would be helpful to know if you received any withdrawals from this casino in the past. Thank you for your cooperation.

No I never used a VPN before and I have never got a withdrawal from this casino before

I see. So to sum it up. These are the facts:

• your phone number and email address have been used in sister casinos back in 2018 by a different person
• your payment method has been verified successfully in Roaring21 Casino

1. Could you please advise if you did undergo the verification call as mentioned in the previous posts?
2. Have you accumulated your winnings with or without an active bonus?
3. How long ago was your Roaring21 Casino account created?

Thank you in advance.

Yeah I did the phone verification. And no I wasn't using any bonus or promotion. It was real money. And Im sure when I signed up it wasn't but 6 months ago I think.

Thank you very much, siercksdavid, for providing all the necessary information. I will now transfer your complaint to my colleague Adam(adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello siercksdavid,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Roaring21 Casino to join the conversation and participate in the resolution of this complaint.

Dear Roaring21 Casino,

Can you please provide further information regarding the use of the player's details to open multiple accounts?

It would be helpful to know how the accounts are all linked, when they were registered and how they have been used (deposited, claimed bonuses etc).

Any relevant information can be posted directly in the thread or sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear siercksdavid,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Roaring21 Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Morning all, sorry for the delay in reply here, I've been out of the office.

In relation to this case, it's a tricky one. The players details seem to be in use on a number of accounts, some with different names being used but with the same address and/or contact information. Proof of the accounts have been sent in to CasinoGuru directly for viewing.

In the best interests of security for both the player and the casino, the decision was made that all deposits would be refunded for this players account.

Obviously we're unaware how these other accounts have been created with this players details but it has happened and that in itself is a risk to the secutriy of the casino and the player. It's also not known at this time if these are related in some way but our investigations will continue to see if we're able to verify the other accounts (unlikely if these are fraudulent).

The casino has madee their decision on this one and I am unable to reverse that decision.

Dear siercksdavid,

This case is still being discussed, but can I ask you to clarify if you have ever used a bonus since registering at Roaring 21 Casino?

Kind regards,

Adam

Yeah I'm pretty sure I used a bonus at least once

Thank you for clarifying, siercksdavid.

I am still waiting for further response from the casino, so I will extend the timer accordingly.

Kind regards,

Adam

Ok thanks

Referred this back to the Casino Manager. Will update once I know more.

Thank you for the update Roaring21 Casino,

I will extend the timer accordingly.

Kind regards,

Adam

Unfortunately, on this occasion the decision of the casino is final. The player did receive his credit card deposits back by way of refund, however there are still concerns over the multiple account issue and a similar situation with another casino group. As there were still unanswered questions which relate to the security of the players data, the decision from the casino remains the same.

Hello all,

This case is still being discussed internally, and as more time is needed to reach a conclusion I will extend the timer accordingly. We will post an update here as soon as there is any development.

Kind regards,

Adam

Dear Roaring21 Casino,

According to the evidence that has been provided by the casino, it is clear that there are multiple accounts at other casinos linked to the player by similar details. However, those accounts all seem to have been last accessed a long time ago, and there does not appear to be any evidence of any rules having been broken at this particular casino. Consequently, while it is of course at the discretion of the casino if the account is closed, we believe the player should be paid the rest of their balance.

Kind regards,

Adam

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 all,

Unfortunately, this case has still not been brought to a conclusion, and it has been decided that it will be discussed one more time internally in our weekly management meeting on Wednesday. I will therefore extend the timer one more time, and post our conclusions immediately after the meeting has ended.

I thank you for your continued patience in the meantime.

Kind regards,

Adam

Dear Roaring21 Casino,

As mentioned, this case has once more been discussed at our weekly management meeting, and our conclusions remain the same. While the player may have created multiple accounts previously at a sister casino, if there is only one account and therefore has been no breach of terms at this casino in particular, we believe the player should be paid the rest of their balance.

Kind regards,

Adam

We respect the work that CasinoGuru do in mediating player complaints, however we're saddened by result of the meeting today. As we are a group of casinos, the wrongs done in other brands in our group, affect the player throughout. For example a chargeback in one brand would limit the deposit options open to the player at another brand in the group.

As this player in Roaring 21 is directly connected to the other accounts (in other brands), in multiple ways this is why the player is under this kind of scrutiny. We've no problem in paying out legitimate player wins, but this one has many red flags, including a similar case at a different casino they raised here https://casino.guru/silveredge-casino-player-s-winnings-were-confiscated.

I have however raised this again internally today and presented this whole thread and discussed our stance. The only way we can come to any kind of resolution on this is to fully refund the outstanding bitcoin deposits made by the player, bearing in mind that the credit card deposits ($250) have already been returned (before they are chargedback).

Therefore, the amount we are offering as a resolution is $139.40. If the player can make contact with their Bitcoin address we'll make this refund. This would then leave the player with all their deposits back in full and we will consider this case closed. This will also mean that the players accounts with all our brands will be permanently closed. No new or future accounts will be permitted.

We'll await the players response.

Thank you for your response, Roaring21 Casino.

We do appreciate and value your comments.

Dear siercksdavid,

Please respond to the casino's last post and proposed resolution.

Kind regards,

Adam

Dear siercksdavid,

Please respond and confirm that you have received the returned deposits and the matter is now resolved.

Kind regards,

Adam

Ok so do I just add my bit coin wallet address on here

Bitcoin wallet address passed to the casino manager for the refund. This will be done in due course.

Our affiliated casinos can be found here https://casino.guru/Roaring21-Casino-review

Hello all,

Thank you for your responses and cooperation.

Dear siercksdavid,

Please confirm when the refund has been received, and the complaint will be closed as resolved.

Kind regards,

Adam

Paid - https://www.blockchain.com/explorer/addresses/btc/bc1q4r4207m469uuaykfzrpyqx7kte5eng5zry3yxy

I got the refund thanks casino guru and roaring 21 casino

Thank you, Roaring21 Casino, for your understanding and assistance with this complaint.

Dear siercksdavid,

Thank you for confirming your receipt of the funds. We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam