WestCasino - Player has been accused of opening multiple accounts.

Ich habe mich bei westcasino angemeldet, eingezahlt (war natürlich kein Problem) , gespielt und 1500 Euro gewonnen. Den Gewinn wollte ich auszahlen lassen, habe die Dokumente die das Finanzteam von mir wollte eingereicht. Nach 2 Wochen Wartezeit wurde mein Konto gesperrt und der Gewinn wird nicht ausgezahlt, mit der Begründung ich hätte mich nicht mit richtigen Daten angemeldet und hätte ein Doppelkonto. Beides ist gelogen!! Ich bin ein erfahrener online Spieler und kenne mich mit den Richtlinien aus. Wer bitteschön ist so blöd zahlt Geld ein um zu spielen mit dem Wissen das man keinen Gewinn ausbezahlt bekommt?

Dear Heiner64,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you completed the account verification successfully or there has been an issue with your personal info?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo liebes Guru Team,

Ich habe mich mit meinem richtigen Namen bei westcasino angemeldet. Zugang zu meiner Email Adresse habe nur ich, wenn sich andere über meine Email Adresse angemeldet hätte, hätte ich es wahrscheinlich bemerkt. Ich wohne mit einer Bekannten zusammen und Zugang zu unseren Internet haben mehrere Leute im Haus. Ich habe natürlich keinen Einfluss darauf wo sich die Mitbewohner, Nachbarn anmelden oder welche Seiten die noch nutzen. Ich kann mit besten Gewissen bestätigen, dass ich nur ein Konto bei westcasino eröffnet habe, mit den richtigen Daten. Ich habe die angeforderten Unterlagen Personalausweis, Nachweis über die Einzahlung, Adressen Nachweis durch einen Kontoauszug + Fotos von meinen Personalausweis und Adressen Nachweis haltend neben meinen Gesicht eingereicht, also alles was das Finanzteam von westcasino angefordert hat. Mein Gewinn habe ich nicht durch einen Bonus erzielt.

Mit freundlichen Grüßen

Heinrich S*********

Thank you very much, Heiner64, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hallo liebes Guru Team,

Vielen lieben Dank.

Mit freundlichen Grüßen

Heinrich S*********

Dear Heiner64,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a WestCasino representative to join this conversation and participate in the resolution of this complaint.

Dear WestCasino,

Could you please state why the player's account got blocked and why he was accused of multiple accounts?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Heiner64 & Stefan,

Greetings from WestCasino!

I have reviewed this case and indeed the account was closed due to being a duplicate account and colluding.

During the verification process, the duplicate account was discovered based on the following factors: email address used to register, home address provided, IP addresses used and device used to register.

Also, during the verification process the player was asked to provide a bank statement which shows that the account used to deposit is a joint account and not solely under the player's name.

We would like to remind the player of the following articles from the terms and conditions of the casino, terms which were accepted and acknowledged upon registration:

4.6. When you open your Account you will be asked to provide us with personal information, including your name, date of birth, and appropriate contact details, including an address, telephone number and e-mail address ("Your Contact Details").

4.8. Your Account must be registered in your own correct name. You may only open one account. Any other accounts which you open with us in relation to the Service and the Website shall be "Duplicate Accounts". Any Duplicate Accounts may be closed by us immediately and:

4.8.1. If the total amount deposited to the Duplicate Account is played and lost, you agree to renounce your claim on the amounts deposited in the respective Duplicate Account;

4.8.2. If the total amount deposited on the Duplicate Account has not been used to place any bets, we will apply a fee of 50% of the deposited amount and return the remaining 50% to you.

4.8.3. If the amounts deposited to the Duplicate Account have been used to place bets which resulted in winnings, winnings will be made void and we will apply a fee of 50% of the total deposited amount on the Duplicate Account and return the remaining deposit to you. In the situation where after voiding the winnings, the remaining amount on the Duplicate Account is lower than 50% of the total amount that has been deposited by you, we will charge you a fee amounting to the remaining balance in your Duplicate Account.

4.8.4.any returns, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.

4.9. If you wish to open another account, you may do so by contacting the manager at support@westcasino.com. If a new account is opened, the old account will be closed.

4.10. You must maintain your account and keep your details up-to-date.

11.1 The following activities are not allowed and constitute a material breach of the Terms:

- Colluding with other third parties;

- Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error';

- Undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

- Taking part in any criminal activities including money laundering and any offence with criminal repercussions.

- Transferring of funds from one player account to another.

All the best,

Eduard

Dear WestCasino,

Could you please provide us with the proof that player has multiple accounts? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

I have emailed you the requested information.

All the best,

Eduard

Dear WestCasino,

Thank you for the provided documents.

Could you please state if there were used any deposit/no deposit bonuses by the players?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

I have checked and both accounts claimed both deposit bonuses and no deposit bonuses.

All the best,

Eduard

Hallo liebes Team,

Ich habe immer noch ein Gemeinschaftskonto mit meiner Mitbewohnerin. Ich habe allerdings kein Doppelkonto. Auf welchen Namen, Email Adresse soll dieses Konto sein? Ich bin 59 Jahre alt und würde mir den ganzen Stress hier nicht antun wenn ich wüsste, dass ein Doppelkonto besteht. Und den Gewinn habe ich nicht durch Boni erzielt. Ich habe eingezahlt, gewonnen, den Gewinn zur Auszahlung gegebenen und danach erst den Boni genutzt da ich es vergessen habe das ich überhaupt Boni hatte.

Mit freundlichen Grüßen

Heiner64

Dear WestCasino,

Could you please provide us with the details regarding bonuses on the player's account? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

I have emailed you the list of bonuses claimed for each of the two accounts.

All the best,

Eduard

Dear WestCasino,

Thank you for the provided information.

Could you please confirm if both accounts have been verified?

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan,

Documents for verification have only been received for the duplicate account, with the username: Heiner64.

All the best,

Eduard

Dear WestCasino,

Could you please provide us with the whole history of devices used on both accounts?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

I have emailed you the device history, for both accounts.

All the best,

Eduard

Dear WestCasino, 

I have received your email and reviewed the provided documents, and to answer your question regarding the possibility of having a second account, our standpoint is as follows:

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player, it may not be fair to confiscate the player's winnings.

As the winnings have been accumulated without the use of a bonus, they are not the result of any unfair advantage having been used. Therefore, I would like to suggest that both players be allowed to complete the verification process, and if it can be proved that there are indeed two players as stated, the winnings could be paid in this case.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

Dear WestCasino,

Could you please provide us with the proof that the player received the free spins with the last real money deposit and requested a withdrawal of 1500€, which was generated from that bonus amount? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

Thank you for your reply!

You can see the bonus claimed, in the documents previously provided - pdf with bonuses.

You can see under the locked amount that it was linked to a deposit, the last deposit made on the closed duplicate account and the fact that the bonus was used and generated EUR 29.45 in winnings.

The player requested the withdrawal of EUR 1500 on 07/02/2023 16:20:46.

All the best,

Eduard

Dear WestCasino,

Could you please provide us with the game log, so I can have a closer look at the player's game history?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

I have emailed you the game log as well.

All the best,

Eduard

Dear WestCasino,

The provided document does not contain all the necessary data.

The player received 250 free spins on 24/01/2023 at 14:48:36, and the game log starts from 2023/01/24 at 14:49:54.

I would like to kindly ask you to provide us with the game log containing the data before this bonus.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

The gamelog provided contains all the data starting with February 24th 00:00 GMT Time.

The bonuses claimed and times when they were activated on the account are shown in the list of claimed bonuses.

The player made a deposit of EUR 25 on 24/01/2023 14:48:36, on which a bonus of "250 NO WAGERING Free Spins On Pilgrim Of Dead" was claimed, bonus was activated at the moment of the deposit at 24/01/2023 14:48:36.

On the gamelog you will only see the spins when they are actually used, time also shown on the list of claimed bonuses when the winnings from those spins are added to the balance - 24/01/2023 22:30:26 (page 549 of the gamelog).

All the best,

Eduard

Dear WestCasino,

I have reviewed the provided game log, and our view on this is as follows:

The player has not accumulated the winnings from the free spins. The winnings were accumulated from a real money deposit, then the player requested a withdrawal, used the free spins after this, lost the winnings from them, and then cancelled the withdrawal request and played on. These actions were done with both 250 free spins bonuses.

Additionally, we are still trying to determine what advantage has been gained by having the two accounts, so I would like to ask - if there was only one player, with one account, would they have still been able to claim the same bonuses that have been claimed by these two accounts?

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan,

If the player would have only had the initial account, Maggie40, they wouldn't have been able to claim any of the deposit bonus offers claimed for the 3 deposits made on the duplicate account, Heiner64:

• 350 NO WAGERING Free Spins On Big Bass - Keeping It Reel claimed for a deposit of EUR 30 on 01/01/2023 17:45:54 (Special offer available only for new players that haven't made any deposits in the casino and only available for the first deposit made in the casino);
• 175 Free Spins DOUBLE BET On Canine Carnage claimed for a deposit of EUR 50 on 14/01/2023 13:31:21 (special offer available only for the second deposit made by a player in the casino);
• 250 NO WAGERING Free Spins On Pilgrim Of Dead claimed for a deposit of EUR 25 on 24/01/2023 14:48:36 (special offer available only for the third deposit made by a player in the casino).

Neither of these offers would have been available to claim for the initial account, Maggie40, as on that account the player already had made 6 deposits.

All the best,

Eduard

Dear WestCasino,

Thank you very much for your answer and the information provided.

We understand that these bonuses may have been gained unfairly, but the disputed amount has not been generated from their use.

As mentioned previously, we understand that multiple accounts are a breach of the aforementioned terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking rules or gaining some unfair advantage, and not every case is the same.

In this case, it seems plausible that two players from the same household have created separate accounts and played on those accounts individually. It is not unfeasible that household members might share the same device and play in the same gambling establishment, as it might have been simply recommended by one to another. 

While the accounts should be closed at the discretion of the casino, we kindly ask you to consider paying the player, as if two different players were playing no unfair advantage has been used to gain the winnings.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

Hello Stefan,

While in other cases there may be a doubt that two separate people from the same household would create and operate two different accounts, this is not the case here.

- You can clearly see that the duplicate account, Heiner64, is registered using an email address (magdakant@gmail.com) which clearly belongs to the owner of the initial account, Maggie40. Given that it is very easy to register an email account, with any free service, it is unlikely that the explanation for this is other than the account was in fact registered and used by the owner of the email address, and the initial account;

- The device history clearly shows that the accounts were used and operated from the same device. This device is a mobile phone, unlikely to have been shared by multiple people;

-Matching the log-in history for both accounts you can see a similar log-in pattern for both accounts on many occasions.

Moving to the last point

-A joint account was used to deposit and for the withdrawal request. This is not allowed in any casino, as players acknowledge any payment method used for deposit withdrawal should only be under their name and they should be the rightful owners of the funds used. I am sure that you are aware of the AML implications for this and of the requirements we have towards this as a casino.

Given this factors I don't think a case can be made here that the accounts were used by separate people.

All the best,

Eduard

Dear Heiner64,

We have discussed the matter with our team internally, and our final standpoint on this matter is as follows:

1. Both accounts have used the same device, in this case, the same mobile phone.
2. The documents haven't been provided to verify the first account, therefore it is in question whether the accounts belong to one or two persons.
3. There were used email addresses with the same name to create both accounts.
4. Similar log-in pattern for both accounts on many occasions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan