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

For a payout of the specified value, I should upload ID and proof of address. I have made. Chat tells me I have multiple accounts. But that's not true. Now I am told the amount will be withheld ...

Für eine Auszahlung des angegebenen Wertes sollte ich Ausweis und Adressnachweis hochladen. Habe ich gemacht. Chat sagt mir, ich hätte mehrere Konten. Das stimmt aber nicht. Nun wird mir gesagt, der Betrag werde einbehalten....

Dear peterle99,

Thank you very much for submitting your complaint. I’m very 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 neighbours has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers from this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. How long ago you have registered your account?

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

Hello Petronela,

no, no one else in my household is a possible user.

The accusation that I opened a large number of accounts at once cannot be correct, as I could 1. remember it and 2. register with a mobile number at this casino. he follows. So should have attracted attention.

I cannot and do not want to rule out 100% whether a one-off registration could have been made years ago. But that would not have been deliberate now. I also uploaded my identity card and proof of address. So I kindly asked for an accommodating solution.

Ultimately, and by far, I find it dubious that I was able to deposit and be active there for months and really only with the currently used account and then suddenly be blocked and credit in the volume deleted when I first win. Because it wasn't the case that I would have enriched myself through various claims of bonuses or in any way. Due to the long and exclusive use of the current account, including deposits, there was no indication that I was "illegally" active there for such a period of time. No intent, no enrichment, no parallel or alternating use of various accounts.

Conclusion: I rule out the opening of several accounts - the possibility of having opened an account a long time ago is not entirely 100%. Therefore I would also agree to a goodwill solution (e.g. 50%).

Thanks a lot and best greetings

Hallo Petronela,

nein, es kommt niemand anderes aus meinem Haushalt als Nutzer in Frage.

Der Vorwurf gleich eine Vielzahl von Konten eröffnet zu haben kann nicht zutreffend sein, da ich mich 1. daran erinnern könnte und 2. bei diesem Casino eine Registrierung mit Handynr. erfolgt. Hätte also auffallen müssen.

Ob einmalig eine Registrierung vor Jahren erfolgt sein kann durch mich kann und will ich nicht 100%ig ausschließen. Das wäre aber nicht vorsätzlich gewesen nun. Habe ja auch von mir aus Personalausweis und Adressnachweis hochgeladen. Daher hatte ich freundlich um eine kulante Lösung gebeten.

Letztendlich und mit Abstand finde ich es unseriös, dass ich dort monatelang und wirklich nur mit dem aktuell genutzten Account einzahlen und aktiv sein konnte und dann beim ersten Gewinn plötzlich gesperrt und Guthaben in dem Volumen gestrichen werden. Weil es nun nicht der Fall war, dass ich mich durch diverse Inanspruchnahmen von Boni oder irgendwie bereichert hätte. Durch die lange und ausschließ´liche Nutzung des aktuellen Accounts inkl. Einzahlungen konnte sich für mich kein Anhaltspunkt ergeben, dass ich dort über einen solchen Zeitraum "illegal" aktiv sei. Kein Vorsatz, keine Bereicherung, kein paralleles oder wechselndes Nutzen div. Konten.

Fazit: Die Eröffnung mehrerer Konten schließe ich aus - die Möglichkeit, vor langem ein Konto eröffnet zu haben nicht ganz 100%ig. Daher würde ich auch mit einer Kulanzlösung (z.B. 50%) einverstanden sein.

Vielen Dank & Beste Grüße

Thank you very much, peterle99, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello peterle99,

I looked at your complaint and will do my best to help you. I would like to invite One Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal? If player had multiple accounts send me the evidence to my email: viliam.v@casino.guru.

We would like to ask the One 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.