HomeComplaintsSyndicate Casino - Player was accused of duplicate accounts.

Syndicate Casino - Player was accused of duplicate accounts.

Black points: 15

Amount: €100

Syndicate Casino
Safety Index:Above average
Submitted: 21 Dec 2019 | Resolved : 15 Feb 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

Dino from Austria was accused of duplicate accounts soon after he lent his tablet to his girlfriend who also has an account at this casino.

Public
Public
4 years ago
Translation

I gave my girlfriend my iPad to play with because her internet connection on the cell phone was bad. That would stop my already approved payment. My player account blocked and the same with her! They claim that I have more than 1 ko to and don't let anyone talk to them. I sent everything to them. Furthermore, it was said that I can have an account for each household, we also clarified that or showed them that we do not live together or are even another state. Then they simply said it was up to them to decide whether to pay them out or not.

Automatic translation:
Public
Public
4 years ago

Hello Dino.

We are very sorry to hear about your troubles. Probably, because your girlfriend was using your device (has same IP and location), the casino automatically suspected you of fraud. Did you already pass through KYC with both accounts? If they are still communicating with you, send them a photo with you and your girlfriend holding todays newspaper and IDs. This should help them to realize that this is not a fraud case. Please let me know what they say. 

Public
Public
4 years ago
Translation

I can only communicate with them via email ... Since our account has been blocked ... I will try to contact the casino again by email ...

Edited
Automatic translation:
Public
Public
4 years ago

Hello Dino.

We are trying to contact the casino but please because of the holidays be patient. It may take a while until they respond. Meanwhile, could you please answer the questions what I asked in my last post?

Edited by a Casino Guru admin
Public
Public
4 years ago
Translation

No we have not yet verified ourselves at the casino ... I deposited from my credit card and she from her bank account ... That is a sign that we are not the same person and that we both have a different name .. They don't let you talk ... Unfortunately, our accounts are blocked. We can no longer register.

Edited
Automatic translation:
Public
Public
4 years ago

We would like to ask the Syndicate 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’.

From what Dino wrote to us, we believe that using the same IP rule makes no sense in this case.

Public
Public
4 years ago

Hello Dino.

 

I wrote to the Syndicate casino two times regarding your complaint but didn't receive any response from them.

Based on what you wrote, we believe your complaint is justified. The casino should not use a one time IP match as an excuse for blocking two accounts.

We are very sorry that we were unable to help you.

Maybe in the future casino decide to improve the rating and solve your complaint, but unfortunately, for now, the complaint is marked as "unresolved."

Public
Public
4 years ago

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 to reach to a satisfactory conclusion.

Public
Public
4 years ago

Hello, Dino!

Thank you for your reply!

Please be advised that according to our terms and conditions, it's strictly forbidden to use one device as per topic 3.1.2

We are grateful for your recognition, but this is a serious violation of the rules of our casino. That is the only reason why we mentioned to block your account due to that one device which cannot be shared to play on our website.

Edited
Public
Public
4 years ago

I understand why the casino has rules like this. But enforcing such a rule for players who are obviously didn't cheat anyhow doesn't make a sense. If both players were verified and used the same device just once. (you should have logs so check the data) then I believe you should at least pay them the money left on the account. (send them warning that this is forbidden and let them play is also an option)

Public
Public
4 years ago

Thank you fot your suggestion, however we always act according to the Terms and Conditions, so there was no vioaltion from our side.

Edited
Public
Public
3 years ago

We respect your decision. However, we believe in different values and practises. Because of that, we mark this complaint as "unresolved" with classification Against Fair Gambling Codex. The impact on the rating is not significant, but the complaint will be visible in the review.

Public
Public
3 years ago

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 to reach to a satisfactory conclusion.

Public
Public
3 years ago

Dear Dino.


The casino contacted us and offered you the account opening if you and your girlfriend complete the KYC verification.


We consider this condition as fair and reasonable.

Public
Public
3 years ago

Dear Dino,

We are extending the timer by 7 days. If you do not answer, we will close the complaint as "resolved."

Public
Public
3 years ago

Since we didn't receive a response from Dino and considering the fact that the casino makes a maximum effort to solve the complaint, we are closing this complaint as "resolved"


The player can reopen this complaint anytime.

Edited by a Casino Guru admin
flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news