Zodiac Casino - Player has been accused of opening multiple accounts.

Minulle sanottiin että voittoni ja tilini suljettiin koska minulla on ollut kuulemma päällekkäisiä tilejä???? Kaksi samassa paikassa!!!! Miten voi olla mahdollista että näin voi yleensä edes käydä. Miten järjestelmä antaa tehdä sen. Muissa kasinoissa kyllä ilmoitetaan että sinulla on jo tili täällä. Pelkkää huijausta. Samaa ongelmaa näköjään muilkakin

Additional comments from the player:

"Voittoni takavarikoitiin ja tilini suljettiin. Mainostavat että voi pelata heidän useissa kasinoissa ja kerätä vip pisteitä. Antavat väärää mainosta. Nyt kuitenkaan asia ei ole niin"

Dear Jaana,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

"Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts until all the account details and balances (belonging to the same Player) have been verified not to have used sign up bonuses multiple times. Once completed, all other accounts will be terminated leaving a single active account."

Are you aware of having more than one account at this casino?

Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

Looking forward to hearing from you. Thank you in advance for your reply.

Best regards,

Kristina

Minulla ei ole niitä keskusteluja. Mutta en tiennyt kahdesta tilistä ja edelleenkin ihmettelen miten heidän järjestelmänne on antanut tälläistä tapahtua. Kun olen lukenut näitä valituksia muita vastaavia tapauksia löytyy.

Thank you very much Jaana 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 Jaana.

Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.

Additional statements from the player:

My winnings were confiscated and my account was closed. Advertise that you can play at their multiple casinos and collect VIP points. Give the wrong ad. Now, however, that is not the case

Why didn’t they let me know when I started playing that you already have an account at that casino. Quite incomprehensible 

Hi there

Player has 2 accounts at Zodiac Casino, first registered in January, second in June.

Player can request account details from risk management department.

Deposit on duplicate account was refunded. If player is not happy with this decision, they can contact ecogra.

Dear Jaana.

Please, could you confirm the casino statement? Are you aware of having the duplicate account?

En ollut tietoinen että minulla olisi myös toinen tili. Miksi teidän järjestelmä sallii sellaisen mahdollisuuden

Dear Zodiac Casino team.

Please, could you specify an activity on the both accounts? Has the player claimed any bonuses?

Account registered in January deposited $1 and claimed the $20 bonus on 4th January.

Account registered in June has deposit of $1 and $10 on 24th June and claimed the following bonuses attached to these deposits:

$20 bonus 24th June (1st dep bonus)

$10 bonus 24th June (2nd dep bonus)

Then $10 bonus claimed from loyalty points on 30th June.

Dear Jaana. 

I am very sorry but I am not going to provide you with a satisfactory reply since you have clearly breached the casino T&Cs (duplicate active accounts). I highly recommend you for the future to check this information with the casino support. 

Unfortunately, we’re forced to reject this case because we believe the casino behaviour was justified. 

However, if you do not agree with our decision, you can always file an official complaint with ECOGRA or at the licensing authority of the casino. Please, contact me if you require assistance with it.

Best regards, Jozef

Casino.Guru team

jozef.k@casino.guru