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hello, I'm not the only one and 3 other friends of mine deleted them because they made a withdrawal request to the company for no reason and with the same message they deleted all 3 of us.

γεια σας δεν ειμαι ο μόνος και άλλοι 3 φίλοι μου τους διέγραψαν γιατι κάνανε αίτημα ανάληψης στην εταιρία χωρίς λόγο και με το ιδιο μήνυμα και στους 3 μας διέγραψαν.

Dear Paxidis,

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. Do I understand correctly that the casino blocked your account?

Also, do I understand correctly that €870 (dispute value) is being held in your account? Have you accumulated these winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I had to make a turnover and I did it could be withdrawn normally I did identification and I was blocked

Έπρεπε να κανω έναν τζίρο και το έκανα μπορούσε να γίνει ανάληψη κανονικά έκανα ταυτοποίηση και με κλείσανε

For a casino to be categorized as 'fair' or 'fair and safe' by your rating team, it must not have misleading rules in its terms and conditions and all of its rules must be clearly stated in the terms and conditions ( or in the bonus terms and conditions, for rules relating to specific bonuses). Simply put, hidden and deceptive rules are not allowed. additional rules to cancel my withdrawal, also they didn't respect my attempt to make my turnover took 15 hours straight…

Για να κατηγοριοποιηθεί ένα καζίνο ως «δίκαιο» ή ως «δίκαιο και ασφαλές» από την ομάδα αξιολογήσεών σας , δεν πρέπει να έχει παραπλανητικούς κανόνες στους όρους και στις προϋποθέσεις τους και όλοι οι κανόνες του θα πρέπει να αναγράφονται ξεκάθαρα στους όρους και στις προϋποθέσεις (ή στους όρους και στις προϋποθέσεις των μπόνους, για τους κανόνες που σχετίζονται με συγκεκριμένα μπόνους). Με απλά λόγια, δεν επιτρέπονται οι κρυμμένοι και οι παραπλανητικοί κανόνες.επιπρόσθετοι κανόνες με σκοπό την ακύρωση της ανάληψης μου,επίσης δεν σεβάστηκαν ούτε την προσπάθεια μου να κανω τον τζίρο μου πήρε 15 ώρες συνεχόμενα…

Thank you for your reply, Paxidis. First, I would like to clarify that this casino doesn't have a 'fair' or 'fair and safe' badge.

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I have a reply to the email you mentioned

Εχω απάντηση στο mail που είπατε

Thank you very much, Paxidis, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

25 days have passed and nothing has happened casino in is a scam you must understand and do not promote it I sent you information that we were robbed of 870 euros

Έχουν περάσει 25 μέρες δεν έχει γίνει τίποτα το casino in ειναι μια απάτη πρεπει να το καταλάβετε και να μην το προωθείτε σας έστειλα στοιχεία ότι μας κλέψανε 870 ευρώ

Hello Paxidis,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Casinoin to join the conversation.

Dear Casinoin,

Can you please provide more information on the player's blocked account?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Thank you very much but they do not answer and the answers they give are not specific. They are unfair to the customer and they have not only done it to me, they have also done it to my friends but they do not have sufficient information

Σας Ευχαριστω πολύ αλλα δεν απαντάνε και οι απαντήσεις που δίνουν δεν ειναι συγκεκριμένες.ειναι άδικες προς τον πελάτη και δεν το έχουν κανει μονο σε μένα το έχουν κανει και σε φίλους μου όμως δεν έχουν επαρκή στοιχεία

Hello,

Could you please provide the valid login the player's account was registered with. Unfortunately, we cannot identify any customer with the provided Email in our system.

We look forward to your reply,

Regards

Thank you.

Unfortunately, there were detected more than one accounts registered by the same customer.

According to the company's T&Cs, this is considered as a serious violation which leads to the accounts block.

We will provide the corresponding evidence to michal.k@casino.guru.

Regards,

Casinoin

What you say doesn't make any sense because the second registration should not be accepted. Also the fact that only one person can connect from a Wi-Fi is ridiculous. We live in an apartment building and we have a router for everyone that is, those who win will you make them illegal? You have done the same to my friends you are not valid

Αυτό που λέτε δεν βγάζει κανενα νόημα γιατι θα έπρεπε η εγγραφή η δεύτερη να μην γίνει αποδεκτή.επίσης δεν στέκει και το γεγονός ότι απο ενα Wi-Fi να μπορεί να κανει σύνδεση μονο ένας ειναι αστείο.μένουμε σε πολυκατοικία και έχουμε ενα ρουτερ για όλους δηλαδή όσοι κερδίσουν θα τους βγάλετε παράνομους ; Το ιδιο έχετε κανει και σε φίλους μου δεν είστε έγκυροι

Dear Paxidis,

We have received strong evidence from Casinoin team and after a thorough investigation, it has come to light that multiple accounts were created from the same location, same device, same cookie, same IP address for claiming bonuses which is against the casino terms and conditions. as mentioned here:

D. ACCOUNT

13. If a Player attempts to open or has opened more than one account per Website, all accounts may be blocked or closed. Only one account for each household, device, IP address, financial instrument is allowed. Company may perform additional security checks in order to detect multiple accounts.

As well as the rules in Bonus T&Cs here:

2.Participation in the promotion

Bonus abuse includes but is not limited to:

breaching the Terms & Conditions of a Bonus or other promotional offers;

opening multiple accounts to claim multiple bonuses;

3.Bonus crediting and wagering requirements

Bonuses are limited to one instance per user, IP address, electronic device, household, residential address, telephone number, payment method, email address and any public environments where computers and IP addresses are shared such as, but not limited to: universities, schools, libraries and workplaces.

I can agree with you that ideally the casino should not let you create multiple accounts, however, this is not an industry standard yet and you were fully aware that you have created more accounts.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal