Tuplaus Casino - Player’s account has been closed due to verification issues.

I opened a gaming account at Tuplaus casino yesterday. I deposited the required minimum of 20e. I also have gaming accounts at their sister casinos. The gaming account was blocked immediately and I couldn't even play my money. Now they are asking me for a marriage certificate due to a name change. Because when I opened gaming accounts at the sister casinos years ago, my last name was different than when I got married. I don't have a marriage certificate. They asked for a paper showing my new and old last name. I have sent them a screenshot of my digital and Population Registration Office information, both of which are clear. I won't start paying for a marriage certificate so I can get it for myself since I don't need it anywhere in Finland. This same screenshot has been fine for other casinos. And if I ordered a marriage certificate from the registry office, the marriage certificate would also show my spouse's personal information, which does not belong to the casinos I play at.

Dear raija85,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your account.

To better understand your situation and assist you effectively, could you please provide the following details:

• Did you register your casino account using your married name or your maiden name?
• Do you have an official government-issued document confirming your name change (e.g., a marriage certificate or legal name change document)? Please note that without such official confirmation, the casino may not be able to verify that you are the rightful owner of the account.
• Have you already contacted the casino’s customer support regarding this issue? If so, what response did you receive?
• Could you also specify which documents you have already submitted to the casino?

Thank you in advance for your cooperation. I hope we’ll be able to help you resolve this matter soon.

Best regards,

Veronika

I registered for this doubling casino under my married name. With bank codes where the married name automatically goes. But I have sometimes registered for their sister casinos under my maiden name. And I have also confirmed my gaming accounts there in the past. That is why they now require me to confirm the change of surname because the old sister casino gaming accounts have a maiden surname. I have provided a picture taken from the official registry office website showing all my information that they require. I have contacted customer service many times about this matter.

Please forward me all the communication between you and the casino regarding the verification of your name at [email protected]. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear raija85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika