The player from Germany had his account closed due to a gambling problem. Afterwards, he changed his family name and was able to open a new account and deposit funds. After a closer examination, we ended up rejecting this complaint as unjustified.
SlotHunter Casino - Player succeeded in opening a new account after the old one has been closed due to a gambling problem.
Amount: €290
SlotHunter Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Good day,
Facts 1
The player has an inactive player account at this casino because he self-excluded. The player has so far lost all his deposits in this casino and in order not to have any further losses here he has asked for exclusion. Access is blocked. The account is visually verified.
Facts 2
The player has now logged in again. The player recently changed his family name to get back to gambling!! The new identity card has the same data as for the first player account, only that there is a different family name.
Apparently the account was verified and the player was admitted and again lost €290 until they asked for closure again via the service chat. The account has been blocked.
Apparently the casino would be asked to return the funds as this is prohibited by law. The casino was aware that there was already a banned player under this record, but they still allowed the player entry.
Excerpt slothunter : Dear Friend,
According to our Terms&Conditions "Each player can create only one personal player account per person, household address, email address, telephone number, ip and shared computer. Creating multiple user accounts by a player will lead to termination of the accounts and confiscation of any gained winnings and active bonuses."
So, we have to refuse your request and close accounts for violation of Casino's T&C.
Best regards,
Slothunter Casino Support Team
Automatic translation:
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2 years ago
Dear romzykt,
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. Have you requested your previous account to be simply closed for a certain period of time, or you’ve self-excluded yourself permanently due to a gambling addiction? Do I understand correctly that you changed your family name and registered a brand-new account? Please forward any relevant communication to petronela.k@casino.guru. I'm specifically interested in your self-exclusion request.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
The data on the facts were sent by e-mail.
In order to maintain the discretion of personal data, I refrain from publishing it here. You can decide this yourself.
Sincerely
Automatic translation:
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2 years ago
Thank you, romzykt, for your emails. After a closer examination, I found several differences in the submitted personal details:
- family name, household address, email address
I'm sorry but I believe it was impossible for the casino to identify that the same person has created both 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.
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2 years ago
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.
