ZevCasino - Player has been accused of having multiple accounts.

Hello. I disagree with the results of the casino investigation. My account is closed and the money has been confiscated. The reason why this happened "Your account is duplicated through another person" is indicated by the casino. The casino also refers to paragraph 4.5 of the rules. This paragraph indicates several possible violations. I will explain my position on each of them. 1. Your account is registered with my personal information. My documents are valid. 2. I use my IP alone, my neighbors or loved ones can't use it. Moreover, I do not use IP public places to play. 3. I did not create a duplicate account, I know the rules and always follow them.

The casino ignores my requests and does not respond to messages. Please provide proof of the charges. Perhaps my documents fell into the hands of fraudsters. If the casino has no evidence, please send the confiscated funds to my account in the amount of $1,247.

Dear SipVit_II,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found the term you are referring to:

„4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts"."

Have you redeemed any bonuses, please? Has your account been verified?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Lastly, I'd like to point out, that Casino.guru works as an independent service, and unfortunately, we cannot send you any funds that you believe the casino owes you.

Thank you in advance for your reply.

Best regards,

Kristina

Perhaps I expressed my demand incorrectly. I demand from the casino return my funds if they do not provide any proof. I understand that you are an independent service. Glad I have an opportunity to address you.

For the game, I used a bonus called 2nd Deposit Bonus, 50% to $/€ 300 + 100 Free spins. The bonus is listed here https://www.zevcasino.com/ru/promote.

I deny the casino charge. My IP is static. He didn't change, I always played from home. No one can use my devices or my IP. Neighbors and my family don't use my computer. I want to prove it. I will provide you with a screenshot of my provider, also attach correspondence with the casino. My IP has always been like on a screenshot. I will repeat again, casino should provide evidence if they believe that my IP is connected to someone else.

Thank you very much SipVit_II for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello SipVit_II.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Player and CasinoGuru Team,

Firstofall, player account is not closed. 

Your account duplicated through other person ( more detail in paragraph 4.5.).

Under Terms and Conditions paragraph 4.5.2., we will void all winnings obtained using duplicate account and refund all deposits (amount 165,00 USD ).

Due to data protection we cant provide more information. 

Regards,

ZevCasino Team

Hello, The casino still refers to the fact that my account was duplicated and that I violated clause 4.5 of the Rules. However, no evidence of duplicate account on my part has been presented. Although I have repeatedly asked for this. Besides, according to the general norms of the law, I do not have to prove my innocence. Nevertheless, on my part, all the evidence was provided (a screenshot of my provider, showing that my IP is static; correspondence with the casino) that indicate that I am a conscientious player who in all my actions is guided by the rules established by the casino. In turn, the casino violates my rights, accusing me of dishonesty and confiscating $ 1247 funds from my account, which I would very much like to return to my account.

Dear Zev Casino team.

Thank you for your cooperation in this case. Please, could you provide us with evidence sustaining your claims? You can post it into this chat (it will be marked as sensitive info - not visible for the public) or you can forward it to my email address (jozef.k@casino.guru).

Dear Player and CasinoGuru Team, 

We will refund all deposits (amount 165,00 USD ).

Due to data protection we cant provide more information. 

Regards,

ZevCasino Team

Good day! The casino refuses to provide proof of my guilt. And according to the general rules of law, accusations without evidence have no legal force.

I still declare that all my actions do not contradict the Casino Rules. And the Casino, simply not wanting to pay me my money, comes up with accusations.

I believe that I have the right to receive my winnings of 1082 USD.

Hello! 

Due to the closure of the casino, please withdraw all the funds available on your profile. In case of questions please write us to support@zevcasino.com. 

We apologize for the inconvenience.

ZevCasino team

Given the fact that the complaint is pending and the casino cannot provide evidence of the illegality of my actions, I believe that first the casino must return my winnings to the account in the amount of 1082 USD, and then it has the right to close the account.

Dear Player,

Please withdraw all the funds available on your profile, because ZevCasino is closed.

We apologize for the inconvenience.

ZevCasino team

Dear Zev Casino team.

Thank you for your cooperation. Please, are you able to provide us with the evidence if the player signs Power of Attorney with the Casino.Guru? Unfortunately, without the proof, we are forced to close the case as 'unresolved'.

We would like to ask the Zev 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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response or evidence from the casino, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear SipVit_II.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. The only option now is to file an official complaint at the licensing authority of the casino. It will be pretty difficult because the casino is closed but I highly recommend you to try it. I will gladly help you with the whole process. Let me know if you have any questions or require further assistance. 

Best regards Jozef

Casino.Guru

jozef.k@casino.guru