Dear brucknerjennifer0,
After a careful review of all evidence provided, it has been decided that we are unable to assist you any further with this case.
It is strictly against the terms and conditions of the casino to register an account using someone else's personal information. It is also against the terms to create multiple accounts from the same IP address and claim bonuses on both.
I can appreciate that you may have done so without knowing that you were breaking the rules, but as both accounts have used bonuses that are intended to be claimed once per household and the majority of the activity on your account has been conducted using the same device as the other account, I am afraid there is nothing further we can hope to achieve in this case. As your deposit was returned, the casino has acted in accordance with its terms and conditions.
While I agree it would be best if casinos checked for multiple accounts at the point an account is created, it is currently not the industry standard, and checks are only carried out at the point of requesting a withdrawal.
For the reasons stated above, this complaint will be rejected. I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
Dear brucknerjennifer0,
After a careful review of all evidence provided, it has been decided that we are unable to assist you any further with this case.
It is strictly against the terms and conditions of the casino to register an account using someone else's personal information. It is also against the terms to create multiple accounts from the same IP address and claim bonuses on both.
I can appreciate that you may have done so without knowing that you were breaking the rules, but as both accounts have used bonuses that are intended to be claimed once per household and the majority of the activity on your account has been conducted using the same device as the other account, I am afraid there is nothing further we can hope to achieve in this case. As your deposit was returned, the casino has acted in accordance with its terms and conditions.
While I agree it would be best if casinos checked for multiple accounts at the point an account is created, it is currently not the industry standard, and checks are only carried out at the point of requesting a withdrawal.
For the reasons stated above, this complaint will be rejected. I am sorry we could not be of more help on this occasion.
Kind regards,
Adam
Edited by a Casino Guru admin