The player from Germany has been accused of opening multiple accounts. We ended up rejecting the complaint because it was not justified. The evidence did suggest multiple accounts.
Winfest Casino - Player has been accused of opening multiple accounts.
Amount: €250
Winfest Casino
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Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I wanted to pay out 250€ at Winfest about 1 week ago. Before I deposited, I also verified myself, which worked without any problems, but when I wanted to withdraw, my account was blocked because I supposedly had multiple accounts. After several requests with which email address the account is, there is simply no longer any answer. I'm 10000% sure I only have one account at Winfest, what's the use of a second one?
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2 years ago
Dear touretti361,
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 redeemed any promotional offers in this casino in the past?
Lastly, please forward the confirmation about successful account verification 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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2 years ago
Translation
Hello,
It could be that my ex-girlfriend created an account with the same IP or with an email address of mine. My winnings came with no bonus, and no promotional offers unless there were a few no deposit free spins. I did not receive an email about the verification, I was only informed in the live chat.
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2 years ago
Thank you very much, touretti361, for the clarification. When you say that you verified yourself with the live chat do you mean that you checked if you can create an account or you actually submitted personal documents for the KYC and they were approved?
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2 years ago
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I have submitted all data required for KYC. So ID, registration certificate and a transfer confirmation or from a credit card. It may also be that the confirmation email from Winfest was deleted because the emails from Winfest ended up in my spam folder, I have no idea why.
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2 years ago
Thank you very much, touretti361, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.
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2 years ago
Hi touretti361,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Winfest Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hi all,
Thank you for your replies.
Dear Winfest Casino team,
Let me ask you some additional questions. Were bonuses taken on both accounts? Were there any other matches (IP, date of birth, name, address in the registration form) except for the name and surname in the email address?
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2 years ago
Translation
Hello, everyone,
The accounts have both played on the same device (computer) in the past, currently the player is using an Android phone. The accounts did not use common bonuses. The recordings are from 2020. The second account has not been logged in since December 2021.
The same IP was used, but can no longer be proven because we changed our system in May last year and the IP is no longer available. I learned from the notes that our employees stored in the system that this was the case. What we can still understand is that the last two IPs from our old system have the same ASN. The player has 5 other family members living on the same street that he gave as the first address and there is not a single match found in the ASN. (Player has changed his address after being asked to verify himself). The player has the following match with the other account: the same email address, the same ASN, the same device and formerly also the same IP (which we could only prove with utmost effort).
Warm greetings
Winfest
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2 years ago
Thank you Winfest Casino team for your reply. How about the name, date of birth, and address on the account with jo**********er@outlook.de email address? Do they match as well?
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2 years ago
Translation
Hello, everyone,
no, this is not the case, otherwise I would have mentioned it in my previous post.
However, I would like to point out that the player was aware that this email address was used, and I am happy to send an excerpt from our terms and conditions here, as he himself admits. The email address has been verified. He must have confirmed this because it is his email address. So the responsibility lies with the player, not with us.
In our terms and conditions, under point 3, the player declares that he only uses his own email address.
All players must agree to the T&Cs, otherwise they are not allowed to open an account with us. The player violated our terms and conditions on several counts. Whether he opened a second account or carelessly gave his email address to others, he violated it.
I hope I could help here.
Warm greetings
Winfest
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2 years ago
Translation
Where did I admit that I knew this email was used? I said it was possible since I don't monitor my phone 24/7 and of course my ex girlfriend had access to my phone. So if I understand this correctly, you are refusing the payout based on the email address because you cannot prove that I should have created 2 accounts? I can't prove it, but I know that I didn't confirm the email address, if only to avoid such unnecessary situations. And also, if I understand correctly, each player is responsible for using their own email address. This means that I am not responsible for ensuring that other players comply. So this is a mistake my ex-girlfriend made and I shouldn't be punished for it.
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2 years ago
Hi all,
Thank you for your replies.
Dear Winfest Casino team,
Let me ask you one more thing. Were both accounts active at the same time?
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2 years ago
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Hi Peter,
sorry, i don't understand the question. In which context?
Warm greetings
Winfest
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2 years ago
Thank you Winfest Casino team for the explanation.
Dear touretti361,
I'm afraid your complaint will be rejected. We discussed the issue internally and here's the conclusion: The arguments suggest that you have more than one account. There are two accounts that were opened using your email addresses that look the same except for the domain. You admitted that you had access to joey********r@outlook.de before. Even if it was used by your ex-girlfriend, you are responsible for keeping your logins and passwords secure. Moreover, there is a connection (IP, address) between the two accounts, so the arguments are quite strong. If you disagree with our decision, I suggest turning to the EADR which can be contacted through the website https://eadr.org/. I wish I could be of more help.
Best regards,
Peter
