The player from Germany had his withdrawal cancelled and account closed, as the casino suspected he used two profiles based on an IP address match. The player claimed he had been playing on a friend's computer because his own wasn't powerful enough to run the games. Despite the player's insistence that they were two different people, the casino had provided evidence of an IP match, device match, similar gameplay, same deposit currency, and identical usage of three welcome bonuses on each account. After reviewing the evidence, we had concluded that the casino's actions had been justified due to a violation of their terms and conditions. Therefore, the complaint had been rejected.
Wild.io Casino - Player's withdrawal cancelled, account was closed due to device's match with other account
Amount: $3,200
Wild.io Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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3 months ago
Translation
My withdrawal was cancelled and my account was closed because I played on a PC where another profile had already been playing. The money was transferred from my wallet and also paid out to my verified wallet. Based on the IP address, the casino assumes that one person played with two profiles. Please help me uphold my rights.
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3 months ago
Dear Hido,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild.io Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please describe in more circumstances why you were playing from a computer that was already used by another profile?
- Have you used purely your own devices to register and play in the casino?
- When was your account registered in the casino?
- Have you activated bonuses in the casino?
- Have you completed account verification in the casino successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
I played on the pc because my own was too weak and the games didn't run properly. I did my registration and registration via my cell phone. Yes, I also used a bonus and that was the second time in the casino. I didn't even know that another account was already registered on the PC I was playing on. My deposits and withdrawals were exclusively via my private wallet. They should please check who the other account is registered with and compare the two people. We are two different people. Thank you
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3 months ago
Thanks for your reply.
- Have you completed account verification in the casino?
- What games have you played to accumulate your winnings? (slots, live games, betting on sports)
- How long have you played on the PC that was shared compared to your overall casino activity?
- Could you please send me the correspondence you received from the casino regarding the accusations against you? My email is tomas@casino.guru
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3 months ago
Translation
+The account was never confirmed because I was blocked immediately after my withdrawal.
+I only played slot games and complied with all bonus conditions.
+ I made 2 deposits with my own PC and only played the withdrawal via the shared one.
+I will send you the email from the casino
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2 months ago
Thank you very much, Hido, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Translation
OK thank you. Hopefully I'll wait for a positive response from you. Thank you for taking on my case. Greetings Hido
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2 months ago
Hello Hido,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Wild.io Casino representative to join this conversation and participate in resolving this complaint.
Dear Wild.io Casino,
Could you comment on this?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 months ago
Hi there Stefan,
We sincerely appreciate your time and effort in addressing this complaint. Our team has composed an email with further information which was delivered to you on February 16th.
We are looking forward to your feedback.
Kind Regards,
Wild.io
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2 months ago
Dear Wild.io Casino,
Thank you for your response and the information provided.
Could you state if any bonuses were used in the mentioned accounts?
I'll be awaiting your reply.
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2 months ago
Hi there Stefan,
Three percentage bonuses from the welcome package were claimed on the first three deposits on hido1982@hotmail.com account as well as on daniel.dockhorn@gmx.net.
Free spins bonuses from different promotions were also received by these players.
Kind Regards,
Wild.io
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2 months ago
Translation
As you can see in the attachment of the email addresses, these are two different people. The deposits were made from two different IP addresses and two different wallets!
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2 months ago
Dear Wild.io Casino,
You stated in a previous email that there was a match in browser cookies. Could you provide me with these browser cookies or the same device hash?
Thank you very much in advance for providing the information.
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2 months ago
Hello Stefan,
Our team has composed and sent you an email with the information you requested.
We are looking forward to your feedback.
Kind Regards,
Wild.io
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2 months ago
Dear Wild.io Casino,
Thank you for your response and the information provided.
Hello Hido,
I have reviewed the evidence provided by the casino and it seems you have created two accounts. We have found out that there is an IP match, device match, similar gameplay, same deposit currency and you have taken three welcome bonuses on each account. Also, similarities in log-in times were found. Could you comment on this?
I'll be awaiting your reply.
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2 months ago
Translation
Hello Stefan,
I would like to comment on this, they are two different deposit wallets and if necessary we can prove that they are different people. If you want, we can verify ourselves using video evidence or documents. The registration times are because I don't like playing on my cell phone and mostly played with my friend who has a large PC. We would be happy to verify ourselves!
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2 months ago
Hello Hido,
This is exactly the reason why the casinos have terms and conditions stating that only one account per IP is allowed. It is almost impossible to prove that you haven't played as one person as the IP match, device match, similar gameplay, same deposit currency, three welcome bonuses on each account and login similarities occurred.
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.
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