Solisbet Casino - Player facing withdrawal issues due to alleged duplicate account.

I have a problem with payment, they say that my account was duplicated, at first they did not want to pay me, supposedly I continue to play with bonus money, as long as I have made a deposit and my balance was $0, after that they saw that I had a duplicate IP and that they will close my account and they don't want to pay me the money, they returned my deposit but they don't want to pay me the profit.

Dear Djolenisko,

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. Do I understand correctly that you are not aware of creating more than one account at this casino? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

If I think that two accounts were opened from the same IP address, I gave them the explanation that the wifi address I'm connected to is local from a facility where a lot of people come every day and probably someone is registered....as for the game, I was playing slot games.

I'm not lazy, so I asked a friend to open a few accounts with them and here's what they said. they say that I can make a deposit and play, but I am not entitled to a bonus without a deposit. As for the bonus, of course I am not entitled...but then why did they close my account? Because I made a deposit and had a profit from the deposit and requested payment of the profit. They claim that I have 2 orders, but if I have two orders, why don't they allow me to play with my deposit when the agent here said that of course I can make a deposit and play normally without closing the order.

The agent just told me that I can play on the account freely and make a deposit 😁😃 and they blocked my account 2 days ago and did not give me a payment because of the same ip address, and now they say that it is not a problem that I can choose an account and play 😁😃

Do I understand correctly that despite what the casino claims, you do not have access to your casino account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

There is no communication and logging into my account is disabled

Thank you very much, Djolenisko, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Djolenisko,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and although I can agree with you that the information provided by the live chat operators is not the best, I have to point out this rule in the casino terms and conditions:

5.3 You may only have one Player Account, for which you will register using your own, correct name, and each Player Account shall only have one personal single account-holder pertaining to one domestic household address.

The rule that restricts each individual to a single account is considered an industry standard. Ideally, it would be preferable if the casino system automatically prevented the creation of multiple or duplicate accounts when the same player information is entered; however, this is not universally adopted across all casinos in the industry. Typically, the identification of multiple accounts occurs during the withdrawal process when a KYC (Know Your Customer) or AML (Anti-Money Laundering) check is initiated. It is only at this point that all pertinent information is scrutinized, and if any violation of the casino terms is uncovered, the casino team has the authority to nullify any winnings obtained in contravention of the terms. As one might expect, the written Terms and Conditions take precedence in such situations.

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

Dear Solisbet Casino,

Can you please provide more information on the player's multiple or duplicate accounts? Is possible to forward any supporting evidence to me at michal.k@casino.guru?

If the player is still welcome to play in your casino, which of the accounts are or will be opened?

Dear Djolenisko,

I have sent you an email with questions that, once answered, should give me a better understanding of the situation. Please check your inbox.

Email them to your post

Dear Djolenisko,

I have responded to your email and am awaiting a reply from you.

I replied to the email

????

Dear Djolenisko,

I have responded to your email and am awaiting a reply from you.

I replied to your post

Dear Djolenisko,

Please clearly explain which accounts and when (user name and email) have you created, and which accounts (user name and email) have your friend created. Please understand that this information is important in helping you with your complaint.

there are no two emails and two usernames, it's all on this account and email, because when we sent the first documents they said they had expired and then we asked them if I could upload the documents to the account, they said they would delete the current documents and that I will be able to upload a new one and I uploaded my documents and they accepted and approved them.

we did not make other orders, but on that account we only sent other documents, the first documents that my friend sent were rejected because they expired and then we asked them to upload the documents for me, they said of course, they deleted hers, we uploaded my documents KRISTINA LUTA and then they approved.

Dear Djolenisko, 

I have received information and evidence from the Solisbet team that contradicts your statements. First of all, every person is allowed to open only one account in their name, and no 3rd party should have any access to it. You admitted that you and your friend have players on the same account. Once the documents of your friend were not accepted, you provided your documents for verification. Again, this is not allowed, as every player must provide their own documents held in their own name, no 3rd party documents should be provided in any account. I can agree with you that the live chat operator should have handled the situation much better, but you were clearly advised: "Make a new account in FIAT currency, then upload the documents." You have not done that, instead, you provided the other documents for the current account, which were discovered once the KYC process was initiated. Although the casino team, to my surprise, has somehow verified your account, the questionable occurrences and the linked account created a few days after the first one with a similar email address, user name, payment method, and registration IP address were detected after a thorough KYC check was initiated. This was another reason for the casino security team to block your account and void your winnings.

Unfortunately, after gathering all the necessary information and evidence we are forced to reject this complaint.

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

Casino Guru