Casinoin - Il giocatore è stato accusato di aver aperto più account.

Hi there,

I won something at Casinoin with a few no deposit spins. These were not linked to wagering requirements and could win up to € 200. In the end, I gambled back down to € 100 and then wanted to withdraw the money. Then I was told that withdrawal is only possible via Crypto and then I made the required minimum deposit of € 50 via BTC. The money also ended up in the gaming account. I then played a little further up to € 130 and wanted to pay out this too. According to the chat, I should send my documents for verification, which I also did on 08/30. have done. Now my account has been blocked because I supposedly have a second one which is not true. I haven't even received an email about this.

It would be really nice if someone could help me with this issue.

Hallo,

ich habe bei Casinoin mit ein paar no deposit-Spins etwas gewonnen. Diese waren nicht an Umsatzbedingungen geknüpft und habe bis 200€ gewinnen können. Letztendlich habe ich wieder auf 100€ runtergespielt und wollte das Geld dann zur Auszahlung bringen. Dann wurde mir gesagt, dass Auszahlung nur über Crypto möglich ist und daraufhin habe ich die benötigte Mindesteinzahlung von 50€ via BTC getätigt. Das Geld landete auch auf dem Spielkonto. Ich habe dann ein wenig weiter gespielt bis 130€ und wollte diese auch zur Auszahlung bringen. Laut Chat sollte ich meine Dokumente zur Verifizierung schicken was ich auch am 30.08. getan habe. Jetzt wurde mein Account gesperrt weil ich angeblich einen zweiten besitze was nicht der Wahrheit entspricht. Ich habe nichtmal eine Mail diesbezüglich erhalten.

Es wäre wirklich nett wenn mir Jemand bei diesem Anliegen helfen könnte.

Dear denyo123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs (https://casinoinonline.com/agreement?lang=en) and I found this:

„1.4. You are allowed to have only one Client Account on this Website. If You attempt to open more than one Client Account, all accounts You try to open may be blocked or closed. Only one Client Account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards, 

Kristina

No, I don't have a second account on the site. I've sent you all the latest messages from the chat

Nein ich habe kein zweites Konto auf der Seite. Ich habe Ihnen alle letzten Nachrichten aus dem Chat geschickt

Thank you very much denyo123 for your reply and email. I will now transfer your complaint to my colleague Peter 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.

Hi denyo123,

I looked at your case and email and understand the situation. Could you please forward the email accusing you of multiple accounts to my email address (peter.m@casino.guru)?

I have sent

habe ich geschickt

Thank you denyo123,

I will contact the casino and see if I can help. I would like to invite Casinoin to the conversation to participate in the resolution of this complaint.

Is there any news yet?

Gibt es schon Neuigkeiten?

Hi denyo123,

We haven't heard from the casino yet, but it usually replies to complaints published on our website within the set time frame. Let's just wait a few more days.

Hello,

We apologise for the experience the customer has faced. Unfortunately, the customer violated the T&Cs of our company which led to the account suspension. According to our T&Cs, it's not allowed to register multiple account with a purpose to bonus hunt and abuse casino.

CasinoGuru, please kindly provide me with an email where we could send corresponding proof.

Related to the last deposit which was added in order to attach crypto wallet. The customer was requested to provide details for the last deposit refund, but no reply was received so far.

Kind regards.

I have now retransmitted the address.

Also to Peter for forwarding

Ich habe die Adresse jetzt erneut übermittelt.

Auch an Peter zur weiterleitung

Hi all,

Thank you for your replies.

Dear Casinoin team,

My email address is as follows: peter.m@casino.guru

Hello,

The proof of multiple account registration and deposit refund was forwarded to the mentioned email.

Thank you.

Thank you Casinoin team for the evidence you sent. I would like to ask you for a more detailed explanation (I sent you an email).

Dear denyo123,

I have a question for you. Did anyone else in your household register an account in the casino?

No. I only live with my mother and she has never played in a casino.

Nein. Ich wohne lediglich mit meiner Mutter zusammen und die hat noch nie in einem Casino gespielt.

Dear denyo123,

The casino provided very relevant evidence confirming its claims of multiple accounts. I'm afraid there is nothing we can do to help you with this one. I can only recommend you avoid opening more than one account per casino in the future. If you disagree with our decision, please turn to the Curacao Gaming Authority and submit a complaint there (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter M