Dear Alineb1991,
I can confirm that the casino team provided us with relevant evidence supporting their claims. I am very sorry about the situation, but it seems that in your original self-excluded account, there was key information missing. The casino offers fast registration. Therefore, they could not prohibit your registration when you created a new account using a different email and phone number. Later, when you filled in the rest of the information, they could not match you with your old account.
I know the casino mentioned that they would not be able to match you, and I recommend the casino improve this for the future. It is simple, accounts, where is full name and birthdate match, must be verified otherwise the deposit/play should be locked. It can not only help in cases like this but also cases of multiple and duplicate accounts. Since, if your initial account was fully filled and verified, and this situation would occur, they should refund you if they did not prohibit you from gameplay while having a match in the system. Unfortunately, this is not the case, and I do not believe you are eligible for additional refunds; it would only be a goodwill gesture from the casino's part.
Concluding the information above, I am forced to close your case as 'rejected'. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
jozef.k@casino.guru
Dear Alineb1991,
I can confirm that the casino team provided us with relevant evidence supporting their claims. I am very sorry about the situation, but it seems that in your original self-excluded account, there was key information missing. The casino offers fast registration. Therefore, they could not prohibit your registration when you created a new account using a different email and phone number. Later, when you filled in the rest of the information, they could not match you with your old account.
I know the casino mentioned that they would not be able to match you, and I recommend the casino improve this for the future. It is simple, accounts, where is full name and birthdate match, must be verified otherwise the deposit/play should be locked. It can not only help in cases like this but also cases of multiple and duplicate accounts. Since, if your initial account was fully filled and verified, and this situation would occur, they should refund you if they did not prohibit you from gameplay while having a match in the system. Unfortunately, this is not the case, and I do not believe you are eligible for additional refunds; it would only be a goodwill gesture from the casino's part.
Concluding the information above, I am forced to close your case as 'rejected'. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
jozef.k@casino.guru