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I won 1800 and since then they would have identified my account with several accounts

but what is wrong

I. I am desperate

I still have all their emails

and wanted to have proof of my violation but they said they couldn't prove it to me

Und zwar habe ich 1800 gewonnen und seit dem hätten die mein Konto mit mehreren Account s festgestellt

was aber nicht stimmt

ich. Bin am verzweifeln

ich habe alle Mails von denen noch

und wollte gerne Beweise für mein Verstoß aber die meinten das können die mir nicht beweisen

Dear Antigona,

Thank you very much for submitting your complaint. I’m 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 neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

No, nothing of that. There is only one account and that's mine !!!!

because of the ip address if that's the wlnan,

that you can use the hotspot if you are outside you can borrow from your spouse or use free wifi. That is what everyone does today

but accuse myself of violating the rules just because I won well once and I'm from Germany and can't speak English !!! so that they can keep my winnings and tell me I violated the ABG! !!

why didn't they block much beforehand when they check it out so well where I deposited almost € 30 every day!

That is really nice to collect money for you

Nein nichts von denn. Es gibt nur ein Account und das ist meins!!!!

wegen der ip Adresse wenn das der wlnan ist,

das man über Hotspot wenn ma. Draußen ist sich von den Ehepartner ausleihen tut oder freie wlan benutz.das macht doch heute zu Tage jeder

aber mir vorwerfen ich hätte gegen die Regeln verstoßen nur weil ich einmal gut gewonnen habe und ich aus Deutschland bin und keine Englisch kann!!!damit man mir mein Gewinn einhalten kann und mir sagen ich hätte gegen die ABG verstoßen!das finde ich lescherlich!!!

warum haben die much nicht vorher blockiert wenn die das doch so gut überprüfen wo ich jeden Tag fast 30€ eingezahlt habe!!!

Das wahr schön für sie Geld zu kassieren

Thank you very much, Antigona, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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.

Great, thank you very much I hope that I will win against such fraudsters one day!

Supper ich danke ihnen vielmals ich hoffe das ich einmal gegen solche Betrüger gewewinne!!!

Hello Antigona,

I looked at your complaint and will do my best to help you. I would like to invite Big5 Casino into this conversation. Casino, can you please send me evidence that this player has multiple accounts? My email: viliam.v@casino.guru

If Big5 Casino can't prove that, which I'm 💯% sure of

then do they have to pay me my money, right?

I even advertised Big 5 Casino to my brother-in-law who installed it the next day and paid in directly who lives in our house, that's my brother-in-law

Wenn Big5 Casino das nicht beweisen kann wovon ich zu 💯 % sicher bin

müssen die dann mir mein Geld auszahlen oder ?

ich habe sogar Werbung für Big 5 Casino gemacht an mein Schwager der hat sich das am nächsten Tag sofort installiert und hat direkt eingezahlt der wohnt bei uns im Haus das ist der mehmet mein Schwager

Dear Antigona,

I'm afraid that if your brother-in-law played at the same Casino there is no chance to get your winnings. Please refer to the Casino's Terms and Conditions, especially "47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden."

I recommended the casino after I won and made my withdrawal

he played with it for 1 day

he has his own cell phone with which he plays

The payout was in progress and only 2 days later he registered there

it can't be that it is a mistake to recommend the casino to someone

that he

I did not cheat and and several accounts to 💯% not !!!!!!!

Ich habe den das Casino ja empfohlen nachdem ich gewonnen habe und meine Auszahlung getätigt habe

er hat 1 Tag damit gespielt

er hat ja sein eigens Handy womit der spielt

Die Auszahlung wahr ja in Gange und erst 2 Tage danach hat er auch da angemeldet

das kann doch nicht sein das es ein Fehler ist jemanden das Casino zu empfeln

das er

betrogen habe ich nicht und und mehrere Account zu 💯 %nicht !!!!!!!

Everyone has the right to use their name to play in every casino!

whether my brother-in-law registers at the same casino, that's nothing forbidden

that's good for the casino if it's recommended!

everyone else would agree with me

this is not a scam, not a rule violation

Jeder hat doch das Recht auf sein Namen sich in jedem Casino zu spielen!!!

ob mein Schwager sich bei selben Casino anmeldet das ist doch nix verbotenes

das ist doch gut für das Casino wenn’s empfohlen wird!!!

da würde mir jeder andere auch recht geben

das ist kein Betrug kein Regel Verstoß

Dear player and CasinoGuru team,

We have checked the player account and we could see that the account has been closed due to breaching of our Terms and Condition section 47 and 48 Multiple accounts.

Please find part of our Terms and Conditions section multiple accounts as follows:

1. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.
2. In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

We are sorry that we can't provide you with another information but every player accepts our Terms and Conditions during the registration process and in this case account has been closed by the side of the relevant department as everything has been fully checked and the decision is final.

Best regards

Big5Casino Complain Team

And why didn't you block me right where I noticed?

you have waited until I make a withdrawal so that you can continue to rip off my money

that is cheating you since a cheating casino the main thing is to collect your pigs

Und wieso habt ihr mich nicht direkt blockiert wo ich das festgestellt habt?

ihr habt solange gewartet bis ich eine Auszahlung tätige damit ihr weiter von mir Geld abzocken könnt

das ist Betrug ihr seit ein Betrug Casino hauptsache kassieren ihr Schweine

Dear Big5Casino,

did they take any advantage by creating those accounts? We believe if the players are able to verify themselves you should reopen their accounts and pay their winnings.

Dear player and CasinoGuru team,

Our Terms and Conditions have been breached since we do not allow 2 accounts in the same household under the same street address.

Please find our Terms and Conditions regarding multiple accounts:

1) Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

2) In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

We are sorry that we can't provide you with any other information but we can assure you that everything has been checked fully and the decision of our relevant department is final.

Best regards

Big5 Casino Complain Team

You are clear cheaters

why did you not notice the one where I always deposited

that suited you very well

Ihr seit klare Betrüger

wieso ist euch das den nicht aufgefallen wo ich immer eingezahlt habe

das hat euch sehr gut gepasst

Dear Antigona,

unfortunately, based on the management decision I'm forced to close this complaint as unresolved. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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.

Explanation:

In Casino Guru, we believe that the best casinos should create a good user experience and safe environment for the players. Even for those who do not read full T&Cs (in reality no one does). So terms should be either intuitive (be over 18, play under your name) or enforced by software. The term of one account per household is not intuitive and therefore should be enforced (every player provides an address in the registration process and software should be able to check for matches). So there would not be a chance for players to break rules by honest mistake and get their winnings voided.

We understand that in situations like this there is a suspicion that both accounts belong to one person and if that is the case winnings should be voided. But it is on the casino to prove that one person has multiple accounts. To have a suspicion is not enough(casino has only prove for multiple accounts per household, but we consider unfair to void winnings for this even if it is in T&Cs because it's not intuitive, not enforced and therefore lots of players can make an honest mistake)

We believe that good solution here is to make more strict KYC procedure than standard for winning account. For example, make a verification call. If the identity of the player that won money is verified then money should be paid.

Also please note that even if we would not consider voiding winnings based on two accounts in the household to be unfair, this rule was broken by the second account, not the first one. So the first account should be paid anyway.

Thank you for understanding.

You got it spot on

explained!!!!!!!

Sie haeben es auf dem Punkt genau richtig

erkärt!!!!!!!