The player from Ukraine has been accused of multiple serious T&C violations. These later proved to be true. The player's complaint was rejected as 'unjustified'.
SpinBetter Casino - Player’s account has been closed.
Amount: 1,050 ₴
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
The problem is that when withdrawing funds, I was invited documents, I gave them all the information. After which I was told that my account is not my account. But everything was blocked.
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2 years ago
Hello illiaden33,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
I do not know how to send you the entire chain of correspondence. But I can tell them that I presented them with the entire request for documents, from what miracle, they decided that I was not me, I don’t understand. I offered to prove by any means INTO I and my okount. Zero on Masu, on their side.
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2 years ago
Thank you very much illiaden33 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Dear illiaden33,
From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.
I would like to invite Casino-Z to join this conversation.
Dear Casino-Z,
Can you please explain the reasoning behind your decision in this case?
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2 years ago
Translation
Hello Andrey
This player has at least 3 accounts (217 *** 717, 332 *** 801, 345 *** 115) in Casino-Z, to which he sent the same documents for verification.
Top-ups were made from the same card on all accounts.
The accounts were logged in from the same IP address several times.
Are violations of rules 2.2, 2.3, 2.4 and 3.7 enough to block your account?
Clause 2.2: "The name specified during registration must correspond to the real name of the player. To confirm the information provided, the Company has the right at any time to request a document proving the identity of the client, including a copy of the passport, ID card, payment card details, etc. If the user does not provide or cannot provide us with the necessary information, we have the right to freeze his account until our requirements are satisfied, or finally close his account if the documents are not presented. "
Clause 2.3 of the rules: "The player confirms that when registering on the Service, he provided accurate, complete and reliable information about himself and, if there are any changes in it, he will make them to his profile immediately. Failure to comply with this requirement may lead to the application of all kinds of restrictions, freezing or blocking of the account, as well as the cancellation of payments (bonuses, winnings). "
Clause 2.4 of the rules: "The player can open only one account for one mail or IP address, computer or other device. All other accounts opened by him on the Service will be considered as duplicates. "
Clause 3.7 of the rules: "If the client commits fraudulent actions against the Company, such as:
abuse of bonuses or promotions;
the use of unfair external factors and / or means of influence (commonly known as cheating);
the use of an unfair advantage (the use of problems, flaws or errors in the software);
opening any duplicate accounts (multi-account);
using software to automate bets or using analytical systems;
fraudulent activities in the area of refund or rake;
using a stolen, copied or unconfirmed credit or debit card as a source of funds;
conspiring with others to gain an unfair advantage through bonus schemes or any promotions offered by us;
any attempts to register an account with false or distorted information;
any completed actions or attempts that may be reasonably regarded by us as illegal in any applicable jurisdiction, committed intentionally or with the intent to defraud us and / or circumvent the statutory restrictions, regardless of whether this action or attempt is ultimately damaging or damage,
then the Company reserves the right to suppress such actions by canceling rates, closing the client's account with a refund and contacting law enforcement agencies on the fact of committing fraudulent actions. "
I also ask you to delete the comment of this player in the Casino-Z review, as it is not true. The Casino-Z team always operates with the rules when blocking player accounts.
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2 years ago
Translation
Understand I have a wifi router with open access. People live around, I am one of them. There is my neighbor, who played in your casino, and he is not alone around. They use wifi, and play in the casino. In this particular case, I replenished my game balance, the first of any opportunity, from any cards. Since I have no bank credit cards. It happened so. The third account, I created again after I was informed that my account is not mine. So I have the right to register an account. So poluchitsa INTO, my category is not mine, the second, I created again. And the account of my neighbor, Katory also plays in this casino. Three accounts and three blocked. I guarantee INTO, my neighbor and I will provide all the necessary documents to confirm my words and the current situation.
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2 years ago
Thank you, Casino-Z team, for providing the explanation.
Dear illiaden33,
Do I understand correctly that you’ve used someone else’s card to deposit to your gaming account? Are you aware of the fact that the same documents were used to verify all 3 accounts?
Please understand that if this is the case, I’m afraid there’s not much we can do as all these actions pose a serious violation of the casino’s Terms and Conditions.
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2 years ago
Translation
I used someone else's card only in my account, and the cardholder replenishes his account. In the third account did not have time to replenish the account. I used this card in one account. I don't know where the cardholder used it. Apparently in your account.
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2 years ago
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The only thing I could deliberately violate is the replenishment of the account with someone else's picture. Well, I don’t read the rules before registering. Let the money be returned to the catoria, I won from my deposit. The casino does not take into account that 50% of people on earth use WI-FI access points, they create rules in such a way that they contradict the technologies of mankind. And in general, I give them everything they asked for, and I regard this act of the administration as a simple misappropriation of money. I can prove all my words, creep with any documents. The casinos even ask for documents that my vapreore cannot beat. And tell me INTO this is not a stupid divorce.
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2 years ago
Dear illiaden33,
Unfortunately, after gathering all the necessary information, we are rejecting this case as ‘unjustified’. Please understand that using a payment method that does not belong to you alone is considered a serious violation of the Terms and Conditions. Taking into account all the facts, there’s no doubt that the casino’s decision in your case was justified.
You can find more about our position on situations like this, as well as other recommendations for players, in our Fair gambling codex for players. We always recommend players read the Terms and Conditions thoroughly before creating an account in an online casino.
I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
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