Home Complaints StickyWilds Casino - Player has been accused of opening multiple accounts.

Amount: €50

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

7.8/10 Good reputation Submitted: 31 Jul 2020 | Case opened
Current status

Waiting for casino to reply

5d 0h 15m 2s

Case summary

4 days ago - 03 Aug 2020

The player from Germany has been accused of opening multiple accounts. Casino forfeited all winnings generated from the play and blocked the account.

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I won € 50 at the casino listed above and wanted to have this amount paid out. The next day I received an email that my withdrawal request was rejected because I supposedly had several accounts with this casino and I had spread "fake info". My account was also blocked after this email so that I can no longer log in there.

Automatic translation
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Dear Phenne,

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?

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

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Dear Petronela,


Thank you for your fast reply.


Yes, my brother, who lives in the same household, has also opened an account in the casino listed above. However, he did not use any of the casino's promotional offers and made no deposit at the casino.


I used the following promotion: "Risk Free First Deposit - Double up or Get it Back!" Here I paid € 25, wasted it and got it credited back to my player account the next day as described in the promotion. I then used this € 25 to continue playing and turned it into € 50. I wanted to have this profit paid out, but the next day I received an email from the casino that my withdrawal request was rejected and my profit was canceled. I also no longer have access to my player account.


Thank you for your continued efforts and best regards,

Philipp

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Dear Phenne,

Thank you for your quick reply. Could you please advise if your brother’s account is still active? Was his account verified successfully in the past? 

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Dear Petronela,


yes, my brother's account is still active. However, the account has not yet been verified because it has neither made a deposit / withdrawal nor taken advantage of a promotion.


Thank you very much & best regards

Philipp

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

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Hello, phenne91.


In this case, we need to contact the casino and find out if your account is connected somehow only with your brother's account or there is another connection as well.

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I would like to invite casino representatives into the discussion. Please explain to us what happened in this case and why phenne91's account was blocked.

StickyWilds Casino has 5d 0h 15m 2s to reply