The player from Finland had inquired about retrieving his winnings or deposits from his account because the casino had discovered another account he created several years prior. The Complaints Team had attempted to gather more information regarding the player's previous account and its closure but had received no response. As a result, the complaint was rejected due to the lack of communication from the player, which had prevented further investigation.
Videoslots Casino - Player's winnings have been confiscated due to multiple account issues.
Amount: €440
Videoslots Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Translation
Is it possible for me to get back the winnings or deposited money from my account if, years ago, I created an account that I never verified, but my new account is verified, and all documents are approved? I've been playing on this new account for a year and have withdrawn money several times. Now, when I tried to withdraw, they found my old account, which I haven’t used in years.
Automatic translation:
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1 month ago
Dear Calv1n,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify when was the last time you accessed the first account you created in this casino?
Have you made any deposits or withdrawals in your first account? Did you play with any bonuses?
Have you closed your first account before you created a new one?
Could you kindly explain why you created a new account in this casino when you already had one?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
I saw in the e-mail that I have used the old account 5 years ago and I haven't even confirmed it in the documents, so I must have made one deposit to that account and I have closed it for good and I read those old e-mails that I have asked to close my account because I had a game problem. Still they let me play at the casino and verify the documents with a new user. I haven't made any withdrawals on the old account
Automatic translation:
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3 weeks ago
Could you please forward me the emails in which you requested the closure of your old account? You can send them to me at veronika.f@casino.guru.
Additionally, could you kindly confirm if you used the same personal information when opening the new account at this casino?
Lastly, is the casino currently withholding your payout due to the old account? If you've received any communication from the casino regarding your recent withdrawal requests, please forward those emails to me as well.
Thank you in advance for your cooperation. I look forward to your response.
