Syndicate Casino - Player was accused of duplicate accounts.

Ich habe meiner Freundin mein iPad zum Spielen gegeben weil ihre Internet Verbindung auf dem Handy schlecht gewesen ist. Deswegen würde meine bereits genehmigte Auszahlung gestoppt. Mein spielerkonto gesperrt und bei ihr das gleiche! Die behaupten das ich mehr als 1 ko to habe und lassen nicht mit sich reden. Ich habe ihnen alles gesendet. Des weiteren hieß es dann das ich pro Haushalt konto haben darf, darauf haben wir das auch geklärt bzw denen gezeigt das wir nicht zusammen wohnen bzw sogar anderes Bundesland sind. Dann haben die einfach gesagt es liegt in ihrem ermessen on sie auszahlen oder nicht. 

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. 

Ich kann mit denen nur noch per Email kommunizieren... Da unsere Konto gesperrt wurden... Ich werde es versuchen mich noch mal per Mail an das Casino zu wenden... 

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?

Nein wir haben uns noch nicht Verifiziert bei dem Casino... Ich habe von meiner Kreditkarte eingezahlt und sie von ihrem Bankkonto... Das is ja schon ein Zeichen das wir nicht die selbe Person sind und das wir beide einen anderen Namen haben... Die lassen nicht mit sich reden... Unsere Konten sind leider gesperrt. Wir können uns nicht mehr anmelden. 

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.

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."

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.

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.

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)

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

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.

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.

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.

Dear Dino,

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

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.