The player from Germany had an old account deactivated, was instructed to open a new one, and won some money. However, he was unable to withdraw his winnings due to it being deemed a duplicate account. The player stated that the first account had been closed four months prior when he had requested a break from gaming. He claimed that the casino's live chat had suggested he open a new account. He also stated that he hadn't used a bonus and his winnings were from real money. The Complaints Team found it improbable that the casino would have advised the player to open a new account, which was a violation of its rules. The player confirmed that he had provided complete profile information for both accounts. However, without concrete evidence that the casino had authorized the opening of the second account, the Complaints Team was unable to assist the player in resolving the issue and had to reject the complaint.
Winz.io Casino - Player's winnings withheld due to alleged duplicate account.
Amount: 17,602 Ð
Winz.io Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
I had my old account deactivated. I was told in live chat that I could open a new one, which I did. Now, I have won some money and wanted to withdraw it, but of course, I was told that this was not possible because it is considered a duplicate account. I explained to them that this was what I was originally advised, but now I am not able to access my money. When I was constantly depositing money previously, nobody seemed bothered. I want to withdraw my entire balance from this account.
Dear Flo999,
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.
- Can you please explain the reasons behind the closure of your previous account and provide information on when it was closed?
- Additionally, did you accumulate your recent winnings with or without an active bonus?
- If there is any relevant communication, kindly forward it to petronela.k@casino.guru. I am particularly interested in reviewing the communication where the casino suggested opening a new account.
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
1. It was closed about 4 months ago, I requested a break from gaming then my account was completely closed afterwards.
2. No, I didn't use a bonus, it was all real money without a bonus.
3. The suggestion of the new account was made to me in the live chat. I don't have any pictures of it, now of course people say that this is not true.
Afterwards I was suggested to reopen my old account, of course without receiving the winnings.
- Can you provide information on the duration of the break you initially requested on your first account?
- Did you communicate any gambling-related issues when asking for a break from the casino?
It's crucial to note that it's highly improbable that the casino would advise or encourage violating its own rules by creating a duplicate account. Perhaps there was simply a misunderstanding.
I asked for a 1 month ban at the beginning. I said that I wanted to take a break because I was just making additional payments and there were no profits at all on the site.
I would never have opened the account without asking first because I know that no second account is allowed, but the casino cannot allow you to deposit permanently and if you then want to pay out part of it, this will then be refused. They have earned enough from me.
As previously stated, it is improbable that the casino advised you to open a new account. We typically assist players who unintentionally create duplicate accounts or when two individuals from the same household engage with the same casino. Unfortunately, in this particular instance, you consciously opened another account after your previous one was blocked, as per your request.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
And if it had been unintentional then would something have been done?
So it definitely can't be approved that I deposit in all that time and the account is blocked the first time I pay out.
When you check the registration form you can see that only an email address and password are required to open an account.
Can you confirm whether you provided complete profile information for both of your accounts? The casino can only identify duplicated accounts and take preventive measures before account verification if you have filled out your profile information. If you deposited without filling in your profile details, the casino may not have had the opportunity to link your new account to the previous one.
h I initially only logged in using my email address and password. Then I entered some data and deposited it. Until the payout came. I have never seen a casino where if you deposit via crypto you first have to verify yourself in order to withdraw.
When it came time to pay out, my account was blocked immediately. It can't be that they let me deposit all the time and then just block the account when a withdrawal is made, that's more than fraud.
And it was definitely the case that I wrote to the live chat and was told that I could create a new account, then I wouldn't have 2 accounts but only 1 because the other one was blocked.
I had the same case with Bitstarz. I always logged in with my correct email address, at some point I was told that there would be a different email address with which I was somehow logged in. Bitstarz then deleted an email address and told me that I should only log in with the current one I was logged in with. I did this and was able to pay out my winnings as normal, there were no problems and there was far more money involved.
Hi Flo999,
I'm afraid you didn't answer my previous question. Can you confirm whether you provided complete profile information for both of your accounts?
Thank you.
Yes, I even sent my ID to the Winz address provided and filled out my profile information
Hi Flo999,
And you done this for your first account also, or for the second one only?
Thank you.
For my first account, all the information provided was also verified with all the identification documents that were required.
Hello, in the first account everything was stored, including my complete details as well as my ID card, which I sent there to be verified.
Hi Flo999,
Considering the details provided, I assess that even if your initial account underwent full verification, the creation of your second account, requiring only an email address and password, prevented the casino from identifying it as a duplicate. Without concrete evidence that the casino authorized the opening of a second account, regrettably, we lack the grounds to confront the casino and facilitate a resolution for this matter. For future reference, I highly recommend refraining from creating duplicate accounts or preserving any supporting evidence of prior communication with the casino wherein such an option was discussed and approved.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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