The player played with free spins, won ₽660 and made a withdrawal request. The withdrawal was cancelled because there already was an account registered from the same IP address. We rejected the complaint because it wasn't justified.
Surf Casino - Player’s withdrawal was cancelled due to a multiple account accusation.
Amount: 2,955 руб
Surf Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Surf Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
This is the first time I’ve registered at this casino and they gave me 100 bookings of grandfather and I played 660 rubles with a 30x game and I played a wager. I wanted to remove the game and they told me to go through the referee account and sent me a scan of documents after I was blocked my account from my IP address another account has already been created, well, I told them that it couldn’t beat ani into the response, they said that it’s supposed to be used earlier, I assure you, I bought a new phone and I’ve used it for a month so it’s a bit bad, they just don’t want to put in a clean scam I’m in conversation with the manager skrinil
Automatic translation:
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4 years ago
Dear Xursand,
Thank you for contacting Casino Guru. I’m sorry to hear about your bad experience. It is not unusual for casinos to limit account registrations to one per IP address, household, etc. Is it possible that someone else in your household has registered in this casino? Could you please forward the conversation with the casino to us? That would be very helpful.
Best regards,
Peter
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4 years ago
Translation
Isvinjayus, well, the casino has blocked my account; I have no access to the casino
Edited
Automatic translation:
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4 years ago
Hi Xursand,
Could you please send me any evidence regarding the issue like emails from the casino, screenshots of the conversations with the support, anything that could be helpful? You can send it to my email address: peter.m@casino.guru or upload it right here.
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4 years ago
Dear Xursand,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Hi Xursand,
Thank you for the screenshot. I will contact the casino and we'll see how they respond.
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4 years ago
Hi Xursand,
I discussed the issue with the casino and eventually the casino provided evidence that there were multiple accounts opened from the same IP address. As I mentioned before, casinos mostly limit account registrations to one per IP address, household etc. I'm afraid there's nothing I can do to help you. Your complaint will be rejected. I wish I was of more help.
Best regards,
Peter
