Slot10 Casino - Player has been accused of opening multiple accounts.

Hi. My case concerns Slot10. This casino was not on the list. I am writing in Swedish. I made a withdrawal of 4600 euros ... KYC wanted a photo of my ID on the back and front and then also a card on me holding my ID card. I sent it. Then nothing happened when I talked to chat 5 times. They all said that it was time and they contacted the people in charge. I emailed 3 places. Their support that was on the page plus 2 different KYC emails. Nothing happened. This morning I talked to their chat and since this wait is not acceptable and I do not think I will get the money. Now hux flux things happened ... within 2 hours jsg received an email from KYC about something that I have 2 accounts ... It's wrong ... I can send the email..I also have a picture of my pending withdrawal .. .and also on chat. I have now been locked out of the casino ....

Dear Raijsan66,

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. Did the casino confiscate your winnings? Are you still able to login into your casino account? Did they send you any proof of multiple accounts? Also if you have any relevant conversation with the casino regarding the case please forward it to nikolas.b@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,

Nick

Hej och tack för att ni försöker hjälpa mig. Nej..jag kommer inte in på Slot10 mer. Jag har inte fått någon info om dubbla casinon. Inget hände tulls jag sa ifrån i chatten...dp hände allr på 2-4 timmar. Först inga svar på mejlen..flera mejl...cchatten svarade bara att de kontaktar de ansvariga...sedan nör jag sade ifrån så skedde allt snabbt!

Sue V. (♦♣⚽♥♠)

Jul 31, 2020, 11:36 AM GMT+3

Dear Raija,

We are reaching you to inform you that our Anti-Fraud Department detected that you've used same device and IP address ( 94.234.36.66// 35bbe179246sa9989c450k005535c8a7cce7d425703ee907ee8ef6da7e59dd8a) to log in in your account and bet which has already been used by another account. According to the T&C this is not allowed.

You may refer to the "Account and Personal Information" section in our Terms & Conditions:

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

Here is a link for reference: https://slot10.com/pages/terms-and-conditions

Sue V. (♦♣⚽♥♠)

Jul 31, 2020, 11:36 AM GMT+3

Dear Raija,

We are reaching you to inform you that our Anti-Fraud Department detected that you've used same device and IP address ( 94.234.36.66// 35bbe179246sa9989c450k005535c8a7cce7d425703ee907ee8ef6da7e59dd8a) to log in in your account and bet which has already been used by another account. According to the T&C this is not allowed.

You may refer to the "Account and Personal Information" section in our Terms & Conditions:

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

Here is a link for reference: https://slot10.com/pages/terms-and-conditions

I do NOT have 2 accounts😔

Thank you very much Raijsan66 for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.

Thank you Raijsan66 for all the provided information.

I would like to ask the casino what’s their standpoint in this situation. You can forward all relevant evidence to my email zuzana.r@casino.guru. It would help us to decide in this case.

We would like to ask the 10Bet 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’.

My complaint concerns Slot10.

I am very sorry for the misunderstanding, thank you for clarification.

I would like to invite Slot10 Casino to join this conversation and ask what’s their standpoint in this situation. You can forward all relevant evidence to my email zuzana.r@casino.guru. It would help us to decide in this case.

How's my case going? ⚘

Dear Raija & CasinoGuru representatives,

Thank you for inviting us into this case.

We would like to update the thread with the following official statement:

As per our Anti-Fraud Department and their detailed check, your device shares the same IP address with another account on SLOT10. According to the T&C this is not allowed.

You may refer to the "Account and Personal Information" section in our Terms & Conditions:

"3.4. A Customer may open only one account on the Website and with the Company. Any additional accounts that are opened may be closed by the Company, withholding or declining all payments or in other cases, all such accounts may be treated as one joint account and merged together by the Company, in either case at the Company's sole and absolute discretion. The Customer agrees that the Company shall use any method it deems reasonable to determine if two or more accounts belong to the same Customer."

Here is a link for reference: https://slot10.com/pages/terms-and-conditions

In accordance with our policy, the amount of your winnings accumulated was deducted to the amount of your remaining deposits.

Having the above mentioned, your withdrawal request for the remaining amount of 280 € was successfully handled and the amount was transferred to your Trustly account.

Hope you will find this informative.

Kind Regards,

SLOT10 Casino Team

Dear Casino,

may we require the evidence showing shared IP for more accounts? It can be sent to my email address zuzana.r@casino.guru. Thank you in advance it will help us to decide in this case. 

Dear Raija and CasinoGuru representatives,

Thank you for updating the thread.

Again, we would like to state our previous reply in this thread.

Our decision remains final and it's not a subject for further discussion.

The whole case was revised by our AntiFraud Department and upon them, the conclusion was made.

The customer was informed a couple of times via emails and chats, hence we believe that we are detailed provide everything.

Kind Regards,

SLOT10 Casino Team

I just need to inform you the evidence is only for our eyes and we do not share it with anyone. It is the way we can prove the winning was rightfully forfeited. In case you decide not to share the evidence, we have to close this complaint us unresolved (classified as the casino failed to provide the evidence) and it will negatively influance the rating of the casino. Thanks for the understanding.

I am sorry Rajisan, but based on the evidence the casino provided we decided the casino has the right to close your account. Since the casino refunded you your deposit we are forced to close this complaint an unjustified.