The player from Germany created multiple account and wishes for a deposit refund. We rejected the complaint because the player lost all his deposits.
TrueFlip Casino - The player’s asked for a refund of his deposits.
Amount: €1,000
TrueFlip 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.
6.4
TrueFlip Casino has a Safety Index of 6.4, 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
3 years ago
Public
Public
3 years ago
Translation
Hello,
I have the following problem.
I had an account with Trueflip and blocked it, because I couldn't remember it, I registered again today with the same data, only the email address was different.
Now I have played and noticed that it is a double account.
Since it was not my intention or there is no bad will behind it, is it possible to get the money back? Since if there had been a win, it would not have been paid out.
thanks
Automatic translation:
Public
Public
3 years ago
Dear Marcel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to point out that creating multiple accounts is prohibited by most casinos, I checked the casino’s general T&Cs (https://trueflip.com/terms-of-use) and I found this:
"You are allowed to have only one account and register this personally. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets and bonuses may be voided. At True Flip’s sole discretion and in the event that We consider that multiple Accounts have been opened in genuine error, We may agree to credit the first Account which You would have opened with Us with any of balance remaining on Your additional Account(s). Should We have reasonable grounds to believe that fraud has been committed or attempted, We reserve the right to suspend, revoke, or cancel any related transaction, any bonus or any other promotion without prejudice to any other action or redress In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional bonus or benefit."
When exactly did you block your first account? Did you claim any bonuses with both accounts? Have you tried discussing this issue with the casino? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello, the first account was blocked on April 11th, 2021 which I no longer knew at the time of the new registration.
no bonuses have been claimed on either account.
yes, I have already tried to talk to the casino, unfortunately without success.
Automatic translation:
Public
Public
3 years ago
Translation
The data of the two accounts was identical ... only the email address was different, as there was no longer any access to the old one.
The payment was made with trustly, which also requested the data at the same time.
Automatic translation:
Public
Public
3 years ago
Marcel, do I understand correctly that the dispute value of €1,000 is the amount of money you deposited? If yes, could you, please, advise if you played and lost this amount?
Public
Public
3 years ago
Translation
Yes exactly.
it was deposited and lost.
But since a possible win would not have been paid out due to the double account, I never had the chance to win anything.
Edited
Automatic translation:
Public
Public
3 years ago
I am sorry Marcel, but if you deposited and lost the money, the casino doesn't have to return you anything. If you played and lost all your money in any casino legitimately, you wouldn't be entitled to a refund of your deposits - that is how casinos work and I truly hope you understand our standpoint here. Not to mention, you created multiple accounts (unintentionally or not) which violated one of the most basic online casino rules, and sadly, in this case, you are not entitled to a refund either.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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 and we will try our best to help.
