The player from Germany has been accused of opening multiple accounts. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wir-Wetten Casino - Player has been accused of opening multiple accounts.
Black points: 99
Amount: €471
Wir-Wetten Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
Wir-Wetten Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
I played at the casino in May and won EUR 571. Then I received an email that someone from my area with the similar IP address had also used the bonus and for this reason the casino closed my account and only paid the deposit amount (100 EUR) to my bank account. I tried to explain to the casino that it wasn't fair to confiscate the money and close the account just because someone with the same address was playing in the same casino. I don't know the person and it just has to be a coincidence. Can it be helped?
Automatic translation:
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3 years ago
Dear Isatta,
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?
If there’s any relevant communication between you and the casino, 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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3 years ago
Translation
No, I would definitely know that. I sent you the communication with the casino.
Edited
Automatic translation:
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3 years ago
Thank you very much, Isatta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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3 years ago
Hi Isatta,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wirwetten Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask Wirwetten Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hi Isatta,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know if you need help with filling the form or how the IBAS responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
