Sunpura Casino - Player’s account has been blocked.

Hallo,

ich habe bei dem Casino Sunpura 50€ eingezahlt, bin in den Bonus gefallen und habe den wager in Höhe von 3000€ umgesetzt und hatte eine Endbalance von 550,00 €. Diese habe ich anschließend ausgezahlt. Nach ein paar Stunden erhielt ich die E-Mail von dem Casino, dass meine Auszahlung abgebrochen wurde. Ich versuchte mich daraufhin in das Casino einzuloggen und musste sehen, dass mein Account deaktiviert wurde. Ein Mitarbeiter im Live-Chat sagte mir auf meine Anfrage, wieso das geschehen sei, lediglich, dass ich auf dem Casino nicht mehr spielen dürfe und gesperrt sei. Weitere Antworten erhielt ich nicht. Ich habe gegen keinerlei unsatzbedingungen verstoßen aber das Casino kann mir nicht sagen was los ist. Ich hoffe sehr, dass Sie mir weiterhelfen können....

Vielen vielen Dank im Voraus!

Dear Til,

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. Have you redeemed any other promotional offer in this casino in the past? To the best of your knowledge, was there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?  

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo Petronela,

vielen Dank für die zeitnahe Rückmeldung!

Nein, ich habe noch nie ein Werbeangebot in die Casino wahrgenommen oder vorher etwas eingezahlt. Es ist zudem ausgeschlossen, dass ein andere Konto mit meiner IP durch irgendwen eröffnet wurde.

Die Situation ist derzeit diese:

Ich habe noch mal einen Mitarbeiter im Live-Chat erreicht, welcher mir dann komischerweise das Konto wieder freigab und mir meine Einzahlung in Höhe von 50€ gut schrieb. Auf meine restlichen 500€ habe ich jedoch keinen Anspruch war die Aussage des Mitarbeiters. Mir wird vorgeworfen 2 Accounts erstellt zu haben, was nicht passiert ist. Ich finde es verwunderlich, warum das Casino das Konto sperrt, nachdem ich auszahlen möchte und nicht dann als ich mein Konto erstellt habe. Jedenfalls habe ich leider immer noch keinen Zugriff auf mein gewonnenes Bonusgeld. Ich habe hierzu ebenfalls Screenshots gemacht, dass ich die auszahlung in Höhe von 550€ beantragt habe.

Ich danke noch mal vielmals für die Hilfe.

Liebe Grüße

Thank you very much, Til, for the update. Please forward any supporting evidence along with relevant communication to petronela.k@casino.guru.

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

Hallo Petronela,

Vielen Dank für die Bestätigung.

Ich hoffe, dass wir das Problem mit André zusammen gelöst bekommen.

Danke!

Hello Til,

I looked at your complaint as well as the provided screenshots and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite Sunpura Casino to join this conversation.

Dear Sunpura Casino,

Could you please explain the reasoning behind your decision in this case? You can forward all relevant proofs to my e-mail address andrej.p@casino.guru.

Hallo Andrej,

Danke, dass Sie sich mit meinem Anliegen beschäftigen und für Ihren Einsatz!

Ich hoffe, dass wir eine Lösung finden.

Viele Grüße

Dear Til,

Unfortunately, we have not yet received any response from the casino.

We would like to ask Sunpura 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, we will close the complaint as ‘unresolved’.

Dear Til,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello Til,

My name is Victor and I will be the Sunpura Casino Representative here on casino guru. Unfortunately, we did not have a casino representative here before today. Non the less, I have investigated your case mentioned here. As per all my investigations, it came clear that you had a duplicate account. How does an account become labeled as duplicate? Well it depends on many things some of which are as following:

Duplicates can mean not only using the same personal data but also usage of

- same electronic device

- same residential address

- same IP address

- same telephone number

- same email address

and a certain amount of other factors which are professionally evaluated as a whole.

From all these checks your account resulted as positive to Duplications therefore, winnings were confiscated as per our T&C.

(Each player can create only one (1) personal user account. Creating multiple accounts by a player ("Duplicate Accounts") can lead to termination of the accounts and suspending of all payouts. Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.)

Thank you, Sunpura Casino representative, for your reply. Please provide relevant evidence to prove these accusations. My e-mail address is andrej.p@casino.guru.

The email with proving is sent now. As from what the investigation had proved is the player had created a second account after he lost the 2 dep bonuses with the first account.

Thank you, Sunpura Casino, for providing the relevant proofs via e-mail.

Dear Til,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified.

There’s sufficient evidence proving you have created more than one account in the casino. As you might know, that is considered a serious breach of the Terms and Conditions. You can read more about our position on situations like these, as well as other recommendations for players in our Fair Gambling Codex.

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.

As explained in my previous post, we will now close this complaint as ‘rejected’.