SG Casino - Player’s account was identified as duplicate and blocked.

I created an account on this site one evening and was quite successful, winning nearly 9000€!

My husband also created an account without reading the terms of use, which state that there should be only one account per household, IP address, mobile device, etc. He created one with his own name and another one with mine, but used different email addresses.

I was unaware of this as we were not together at the time. When I made the major win and tried to withdraw the money, I encountered an error. I spoke with the chat representative and suddenly my account was blocked, stating it was a duplicate. I was shocked!

I spoke with the chat again and they explained that my account is a duplicate, which is not true as I have all three emails from the registrations that my husband and I made. The time and date clearly show that the account with my email is the main account. All the representatives told me that usually the main account is not closed and the technical team only blocks the duplicate accounts. Therefore, they should have closed the other two accounts my husband created and not mine. I was the first one to create an account, play games, deposit money from my bank, etc. It's been more than a month since I sent them an email to address this issue, but I haven't received a reply yet...

I believe they deliberately closed my account to prevent me from withdrawing the 9000€ I won that night. I am attaching the emails with the registration confirmations and screenshots from the chats showing that the main account should not have been closed, and definitely not without a warning!!!

Dear Alkki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that most online casinos have a policy against players opening multiple accounts, regardless of the situation. Each casino has the authority to block any accounts associated with the same person or credentials.  And I am sure you will agree with me that the casino is not the one to be blamed for this situation.

I apologize, but if there were two active accounts at the same time both created with your personal details, there is nothing we can do.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Thanks a lot for the reply... yes I understand it was a mistake but since everyone told me that the main account shouldn't be closed I don't understand why they closed it.. and in the terms it says they have to notify me before they do that..

Is there somewhere in their laws how they can also close the main due to duplicates? No one from this casino has explained to me why they closed my main account for the other two, I don't care.. they say it was a duplicate but that is not the case as it was the main one.

Let them explain to me why they closed it and send me the reason in their terms so that I can see that they are telling the truth and the matter will end there.. .

Thank you for your quick reply, Alkki. I apologize, but in cases like this, we do not proceed with further investigation. We believe that each casino has the full right to confiscate any winnings and close all active duplicate accounts. However, you can always contact the licensing authority as they have more tools and options to help players.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.