The player from Germany has been accused of opening multiple accounts. Admittedly, his parents have registered accounts in the same casino.
Winfest Casino - Player has been accused of opening multiple accounts.
Amount: €400
Winfest Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
I won money at Winfest and then paid out 20 € of the money I won, of course I would have to verify before the payout, which wasn't a problem and I got the small amount paid out without further ado. After a few days I tried to withdraw the remaining money, whereupon the casino said I had several accounts in my name. Which is not true because it was designed for my parents and no bonus would be used there. The casino has now permanently blocked my account. (Have referred to the same IP address with which the accounts are)
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4 years ago
Dear Markus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your parents share the same home or email address, or the IP address was the only reason for the accusation? Was any of the accounts successfully verified in the past? Have you redeemed any promotional offers in the past? Lastly, do your parents share one account or they have two separate ones?
I have checked general terms and conditions and this is what I found https://www.winfest.com/en/about/terms-and-conditions:
"The Player is allowed only one account. If Winfest notices that a Player has more than one account, Winfest may block or close any or all of the accounts."
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
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4 years ago
Translation
The only thing that contributed is that it was the same IP address. A total of 3 accounts are mine and one of my parents' accounts. My account was verified without any problems and I also paid out there once.
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4 years ago
Thank you very much, Markus, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
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4 years ago
Hello Markus.
Don't you know if your parents' account was verified?
Casinos are usually very careful and it would be definitely much easier if your parents pass KYC before.
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4 years ago
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No, only mine was not certified by my parents, but no bonus or anything else was used
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4 years ago
I would like to ask casino representatives to step into the case.
Could you please check if in this case KYC of Markus parents will help.
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4 years ago
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There is still only one account in my name and it is normal that it has the same IP if you still live with your parents
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4 years ago
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The first me the other two my parents
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4 years ago
Translation
hi Markus
Since all 3 email addresses are in your name and all accounts and bonuses were created / used within a few hours on the same IP, we closed the accounts, as we can assume multiple accounts.
Another misbehavior of the player is the use of the verification bonus, because this can only be used once per household / IP.
Please also note our T&C:
4.4 In the event of misconduct by the player, Winfest reserves the right to immediately exclude the relevant player from any use of the website and to annul the agreement with the company. Furthermore, the company is entitled to interrupt and end ongoing games, to block player accounts with or without prior notice, and to withhold the player's credit on the player's account and any illegally won prizes at the player's expense until the situation has been clarified.
As well as our Bonus T&C which was also violated:
9. Each bonus can only be claimed once per person, household and email address.
With kind regards
Winfest team
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4 years ago
I am sorry Markus, but based on our fair gambling codex:
https://casino.guru/fair-gambling-codex-for-players
Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.
Based on the evidence from the casino, we must reject your case.
