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

Hey mate I've just had my account closed and my winnings confiscated due to a duplicate account. The account was from a couple years ago that I had forgotten my logins for and by memory I don't think the account is even verified I started a new one up verified it and asked the support worker if everything was alright and they'd be no issues needless to say I've had a win on my new account to the amount of around 22000 and have had it confiscated was an honest mistake and I'm beside myself on what to do I thought I was doing everything right apparently not

Dear whiterager88,

Thank you for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise why you couldn’t reopen your old account? Were those two accounts active simultaneously? Have you accumulated your recent winnings with or without an active bonus, please?

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

Dear whiterager88,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.