Stake7 Casino - Player has been accused of opening multiple accounts.

Ich bin seid letztes Jahr bei stakes 7 regestrirt und habe mehrere hundert Euro da gelassen habe regelmäßig gespielt. Jetzt wollte ich mein gewin auszahlen lassen und mein Konto zum auszahlen verifizieren dann kam nach fast einer Woche ne Email vom Support ich hätte mehrere Konten da was defenetiv nicht so ist Ich hatte nur das eine mein Gewinn ist beschlagnahmt und mein Konto gesperrt kann auch keine Email mehr am Support schicken

Dear Arnsi,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication between you and the casino, please forward to petronela.k@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,

Petronela

Guten tag nein es hat kein andere über meine IP Adresse ein konto angelegt ich habe vorher auf eine andere Adresse gewohnt bin um gezogen und habe es bei stake 7 auch geändert

 hier noch Unterlagen

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

Ich habe von stake 7 heute ne Nachricht bekommen über 2 andere Spieler Konten die ich defenetiv nicht da eröffnet habe

Hi Arnsi,

I'm taking over your complaint. I will contact the casino and see if I can help. Could you please forward the message about the two other player's accounts to my email address (peter.m@casino.guru)?

We would like to ask the Stake7 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Peter,

We will gladly take stance on this case. Unfortunately, we have to inform you that the client has unmistakably breached our terms and conditions in respect to multi accounting, in numerous cases.

The client has a total of 3 accounts. The personal information is identical on all 3 accounts, with a few minor modifications in the post codes and town name (in order to bypass our security system). We can also prove, that the login IPs are identical on the accounts. 

The client has never received any permission from us to create more than one account, and has been active on all 3 of them. This is strictly prohibited in our casino. 

We are more than willing to share with you all necessary proof, to validate our above mentioned claim. 

Lastly, we would like to mention, that we have had an ample communication with the client regarding our decision. We have informed her multiple times about the reasoning, including supplying her with detailed information about the 3 accounts.

We hope this helps clarify our steps taken in this case.

Best regards,

Stake7.com

Thank you Stake7 Casino team for the reply. Could you please forward the evidence to my email address: peter.m@casino.guru?

Dear Peter,

we have sent the requested proof to the e-mail address provided.

Best regards,

Stake7.com

Thank you Stake7 team for the emails.

Dear Arnsi,

Unfortunately, the casino provided relevant evidence proving that you did open three casino accounts. I'm afraid there's nothing I can do to help you with this one. Your complaint will be rejected. I recommend being more careful in the future and try to avoid opening more than one account per casino. I wish I could be of more help.

Best regards,

Peter