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Hi, the casino tells me that I have multiple accounts but I personally have only one then my partner also plays on this site and also my sister-in-law all living in the same house because of the covid, now I have sent all the required documents and not they provided me with proofs, they closed my account and also the others the fact is that they took my funds I had 1000 euros that I could not withdraw for days every day they wrote me not to worry and today they came out that they close everything and they don't give me my money this is absurd I contacted the customs agency and tomorrow I proceed to the postal police

Salve , il casinò mi dice che ho più account ma io personalmente ne ho uno solo poi la mia compagna anche gioca su questo sito e anche mia cognata vivendo tutti nella stessa casa a causa del covid , ora io ho mandato tutti i documenti richiesti e non mi hanno fornito prove , mi hanno chiuso L ‘ account e anche gli altri fatto sta che hanno preso i miei fondi avevo 1000 euro che non riuscivo a prelevare da giorni ogni giorno mi hanno scritto di non preoccuparmi e oggi se ne sono usciti che loro chiudono tutto e non mi danno i miei soldi questo è assurdo mi sono rivolta all agenzia delle dogane e domani procedo presso la polizia postale

Dear Nazarena,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://casinoin.io/agreement?lang=en:  

"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."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you family member has an active account from the same IP address. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi thanks for answering me then I understand that having more accounts the families are right to close the accounts but the fact is that we have communicated more than a week by sending selfie credit card documents etc. they never mentioned the problem to me, now I do not want to reopen of the account but only that the fund equal to 1000 euros be returned to me also because it is not legitimate to confiscate the credit I believe they must return it and I would like to fight for this, I ask you to help me and if you want I send you all the chats that have been between me and various operators, only yesterday they left with you we closed your account and the money is lost, they can do it I would also like to proceed through legal for this I hope you help me

Salve grazie per avermi risposto allora comprendo che avendo più account i famiglia hanno ragione di chiudere i conti ma fatto sta che abbiamo comunicato più di una settimana mandando documenti carte di credito selfie ecc non mi hanno mai accennato al problema , ora io non voglio la riapertura del conto ma solo che mi venga restituito il fondo pari a 1000 euro anche perché non è legittimo confiscare il credito credo debbano restituirlo e vorrei lottare x questo , vi chiedo di aiutarmi e se volete vi invio tutte le chat che ci sono state tra me e vari operatori , solo ieri se ne sono usciti con vi abbiamo chiuso il conto e i soldi sono persi , possono farlo io vorrei anche procedere tramite legale per questo spero che mi aiutate

Dear Nazarena,

Could you please advise how much you have deposited into your account? 

One hundred euros

Un centinaio di euro

My question is, do they have the right to pocket the funds?

La mia domanda è , ma loro hanno il diritto di intascarsi i fondi ?

Yes, the casino has a right to confiscate your winnings as you have breached the rules.

Could you please advise if you, or other family member, have profited from any bonus offer?

Winnings are due only to real money deposits not from bonuses

Le vincite sono dovute solo a versamenti in denaro vero non da bonus

Dear Nazarena,

Could you please advise what games you have been playing (slots, live games or multiplayers)? Has anyone from your family members got paid out any winnings? 

Slots only, yes they all received their winnings without any problems,

Solo slot , si tutti hanno ricevuto le loro vincite senza problemi ,

Furthermore, I would like to clarify that I do not belong to this family unit, I found myself at their home and the telephone automatically connects to the internet since my telephone operator has no field in this house, and I also changed my mobile phone so I believe that everything is due when connecting to this internet network

Inoltre vorrei chiarire che io non appartengo a questo nucleo familiare mi sono trovata a casa loro e in automatico il tel si collega a internet poiché il mio gestore telefonico non ha campo in questa casa , e inoltre ho cambiato telefono cellulare quindi credo che tutto sia dovuto al collegarsi a questa rete internet

I’m sorry but I still don’t understand completely. Do you share the same IP address, the three of you, or not?

So I explain, because of the covid it happened that she stayed asleep there, since currently in Campania there are time restrictions etc., so I don't have a residence at my partner's house but for reasons of force majeure it happened that I had to spend a lot of time in this house for a long time the phone connects to the wi-fi line since there is no coverage with my operator, so I have not intentionally played at this casino from this network but it happened to me, so I no longer have account I only have one, I am a natural person, I do not ask for the reopening of the account but at least my money I have tried several times to contact them but they do not answer me I repeat I have sent various documents and selfies requested by them with the chat conversation as a background with the documents in my hand and the cards I used, I just want my money then after all I don't care about this ask your help

Allora le spiego , a causa del covid è capitato che sia rimasta a dormire li , poiché attualmente in Campania ci sono restrizioni di orari ecc , quindi io non ho la residenza a casa della mia compagna ma per motivi di forza maggiore è capitato che abbia dovuto passare molto tempo in qst casa per tanto il telefono si collega alla linea wi-fi poiché con il mio gestore non c’è copertura , quindi io non ho intenzionalmente giocato a questo casinò da questa rete ma mi è capitato , quindi io non ho più account ne ho solo uno , io persona fisica , io non chiedo la riapertura del conto ma almeno i miei soldi ho provato più volte a contattarli ma non mi rispondono le ripeto ho inviato vari documenti e selfie da loro richiesti con la conversazione chat loro come sfondo con i documenti in mano e le carte che ho usato , voglio solo i miei soldi poi del resto non mi interessa x questo chiedi il vostro aiuto

Thank you very much, Nazarena, 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 Nazarena,

I looked at your complaint and will do my best to help you. I would like to invite Casinoin Casino into this conversation. Please, is there possibility to return player's deposit back?

Thanks for the help I would not know more or less how much I deposited but it makes me angry that for a week I believed I had won 1000 euros and then saw them take it off like this, I would ask at least half but thanks for the help proceed as you see fit I trust in you, among other things I just in order not to replay everything ask if I could pause and they told me sure since in pause the withdrawal remains active, so I do not understand why they took everything

Grazie dell’ aiuto non saprei più o meno quanto ho depositato ma mi fa arrabbiare che io per una settimana abbia creduto di avere vinto 1000 euro e poi vedermeli togliere così , chiederei almeno la metà ma comunque grazie dell ‘ aiuto procedi come meglio credi ho fiducia in te , tra le altre cose io proprio per non rigiocare tutto chiedi se potevo mettermi in pausa e loro mi dissero certo poiché in pausa il prelievo rimane attivo , quindi non capisco perché abbiano preso tutto

Hello news? The casino does not respond to me what else can I do who can I contact?

Salve novità ? A me il casinò non risponde cosa altro posso fare a chi posso rivolgermi ?

Hello Nazarena,

still no response from Casino. You can contact Curacao gaming authority under which operates this Casino here: https://www.curacao-egaming.com/

I tried I can't send the email from their web page

Ho provato non riesco a mandare la mail dalla loro pagina web

Hello,

Please kindly be advised that the customer in question has already received the response to the question why her account was suspended in our system. The customer violated the T&C's which she agreed to when registering an account in our system. If the customer doesn't like our company's reply, it doesn't mean that we did not provide any reply to her.

Casino Guru Team, please provide me with the email I can send proof that this customer breached our T&C's. Since it's internal information, it can't be shared publicly.

Additionally, it's the customer's right to complain, however it will not change the company's decision, since the clients breached our T&C's.

Thank you for understanding.

Dear Casino,

please send it to my email: viliam.v@casino.guru.

Hi again,

I have provided the evidence to the mentioned email.

Dear Nazarena,

Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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. We are here to help.