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I had an account with the casino on my cell phone number. I then had this closed. Six months later I opened an account again but on my email. So just an active account...

but the casino says i violated their terms and conditions and they blocked my account. They don't want to pay me my winnings of €36,000 either. Please help me with the problem.

Best regards

Ivan Z***

ich hatte bei dem Casino ein Account auf meine Handynummer laufen. Diesen habe ich dann schliesen lassen. Sechs Monate später habe ich erneut ein Konto eröffnet allerdings auf meine email. Also nur ein aktives Konto…

das Casino sagt aber ich hätte gegen die Terms and Conditions verstoßen und sie haben meine Konto gesperrt. Meinen Gewinn von 36000€ wollen sie mir auch nicht auszahlen. Bitte helfen Sie mir mit der Problematik.

viele Grüße

Iven Z***

Dear Iven2000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To begin with, I would like to emphasize that creating more than one account is prohibited in the vast majority of online casinos.

Could you please clarify why you closed your first account just to open another one later?

Have you asked for permission from the casino to open another account before you did so?

Looking forward to hearing from you.

Bets regards,

Kristina

Hello,

Thanks for the answer.

I just asked the casino to close my first account forever without giving any reason. I sent the request to responsible@casinoin.io, but as I said, without a reason.

I then wanted to play again and didn't have the account anymore so I opened a new one but this time to my email.

I did NOT ask the casino for permission but there were no problems from the casino either. When I used to want to withdraw something for the first time (from the NEW account) there were no problems with 2 accounts either. Only now that there is a large sum at stake.

Thank you for your continued support!

Hallo,

danke für die Antwort.

Ich habe das Casino lediglich darum gebeten mein erstes Konto für immer zu schließen ohne jegliche Angabe von Gründen. Ich habe die Anfrage an responsible@casinoin.io geschickt, jedoch wie gesagt ohne Begründung.

Ich wollte dann wieder spielen und hatte das Konto nicht mehr, also habe ich ein neues aber diesmal auf meine Email eröffnet.

Ich habe das Casino NICHT um Erlaubnis gefragt aber seitens des Casinos gab es auch keine Probleme. Als ich früher das erste mal etwas auszahlen wollte (vom NEUEN Konto) gab es auch keine Probleme bezüglich 2 Konten. Nur jetzt wo es um eine große Summe geht.

Danke für Ihre weitere Unterstützung!

Thank you for your reply, Iven2000. Have you accumulated your winnings with or without an active bonus? Were you activating bonuses on your first account?

Could you 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.

Hello,

I collected the profit without an active bonus. I only deposited €100 and ONLY played with this €100 without a bonus.

I think I used a bonus on my first account, but that was over a year ago and I can't say for sure.

I'll send you all the chat histories I've had with the casino to your email address.

Hallo,

den Gewinn habe ich ohne aktiven Bonus gesammelt. Ich habe nur 100€ eingezahlt und NUR mit diesen 100€ ohne Bonus gespielt.

Ich glaube schon das ich mal auf dem ersten Konto einen Bonus genutzt hatte, allerdings ist das schon über ein Jahr her und ich kann es nicht genau sagen.

Ich schicke Ihnen sämtliche Chatverläufe die ich mit dem Casino hatte auf Ihre Email-Adresse.

Thank you very much Iven2000 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Alright, thank you very much.

will it report by mail or over here?

Alles klar vielen Dank.

wird es sich per Mail melden oder hierüber?

Hello Iven2000,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casinoin to join the conversation and participate in the resolution of this complaint.

Dear Casinoin,

Can you please provide more information regarding the blocking of the player's account and any other accounts that they may have?

Kind regards,

Adam

All right, thank you 🙂

Alles klar vielen Dank 🙂

Dear Adam and Iven2000,

Please be advised that the customer's account was blocked in violation of the Terms and Conditions and registration of more than one account in the system that is against the rules of the company.

According to the following Casinoin T&C clauses:

10. Fraud, multiple accounts, multiple entries, circumvention of measures to prevent fraud and/or unauthorized access/entry, participation which violates Bonus Terms are prohibited.

12. Company may cancel transactions with Clients who:

12.3. if it is determined that one of the betting participants has several gaming accounts under the same brand operated by the Company (multiple registration), with the exception of the cases approved by the Company;

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.

F. PROMOTIONS AND MARKETING

13. The Company reserves the right to ban the use of Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client won a prize. The Company reserves the right to close Personal Accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts.

2.7. Bonus abuse includes but is not limited to: ● breaching Terms & Conditions of a Bonus or other promotional offers; ● opening multiple accounts to claim multiple bonuses; ● allowing a person other than a player himself to place bets on his account whilst a bonus is active.

The deposited amount was fully paid out to the customer, the rest of the funds have been forfeited due to the breach of agreement.

Kind Regards,

Casinoin Team

Hello dear Casino Guru Team and Casinoin,

Why was I then allowed to play for over a year, was I still able to deposit, I was offered cashback, etc. If you still want a player not to play on your platform, even though the first account was closed forever, why was the second account not blocked immediately? Why could I deposit money over and over again?

And only now that a five-digit amount is involved is my account blocked and the profit is not paid out to me. That does not violate any terms and conditions, contracts or laws? Where is the security aspect or the verification of the customer KYC?

Which in turn would be a very one sided contract where only the casino is the beneficiary.

Best regards

Ivan Z**********

Hallo lieber Casino Guru Team und Casinoin,

Wieso durfte ich dann über ein Jahr lang spielen, habe weiterhin einzahlen können, mir wurden Angebote für Cashback gemacht usw. Wenn sie doch wollen das ein Spieler nicht auf Ihrer Platform spielt, obwohl der erste Account für immer geschlossen wurde, warum wurde der zweite Account nicht sofort gesperrt? Warum konnte ich immer und immer wieder Geld einzahlen?

Und erst jetzt wo es um einen fünfstelligen Betrag geht wird mein Konto gesperrt und mir der Gewinn nicht ausgezahlt. Das verstößt gegen keinerlei AGB‘s, Verträge oder Gesetze? Wo ist da der Sicherheitsaspekt bzw. die Überprüfung des Kunden KYC?

Was wiederum ein sehr einseitiger Vertrag wäre, bei dem nur das Casino der Begünstigte ist.

viele Grüße

Iven Z**********

Hello all,

Thank you for your responses.

Dear Casinoin Team,

Could I please ask you to provide supporting evidence of the multiple accounts? It can be posted here or sent to my e-mail, adam.m@casino.guru. Was the first account closed before the second one was opened?

Kind regards,

Adam

Dear Iven2000,

I have received evidence from the casino regarding your accounts and this is currently being reviewed.

I have also received your e-mail, thank you.

However, I do need you to clarify a couple of details to make sure I have all the relevant information:

• you mentioned that you have previously made deposits and withdrawals with your recent account, can you provide anything to support this?
• Can you please explain the reason for closing your original account?

Kind regards,

Adam

Hello,

I only have the chat history where I asked if I can withdraw. However, I gambled away the amount I wanted to pay out again. (I add the picture)

I should still have receipts for the payments.

I closed the first account as a precautionary measure so I can no longer play.

I'll email you the pics, I can't upload them here.

Best regards

Hallo,

ich habe lediglich den Chatverlauf, in dem ich gefragt habe ob ich Auszahlen kann. Allerdings habe ich den Betrag den ich auszahlen wollte wieder verspielt. (Ich füge das Bild hinzu)

Belege für die Einzahlungen müsste ich noch haben.

Das erste Konto habe ich aus Gründen der Prävention geschlossen, damit ich nicht mehr spielen kann.

Die Bilder schicke ich Ihnen per Mail, kann sie hier nicht hochladen.

viele Grüße

Dear Iven2000,

The casino has also now provided evidence that you have claimed and used bonuses on both accounts, and on your recent account, the last one was claimed on 18.06.2022. Can you confirm if this could be correct?

Kind regards,

Adam

Hello,

yes could be. However, all deposits + bonuses were gambled away again. No payment has taken place.

The win of €36000 was made on a deposit without using any bonus. The day of deposit was 07/13/2022. €100 was deposited and only played with it.

Best regards

Hallo,

ja könnte sein. Allerdings wurden alle Einzahlungen + Boni wieder verspielt. Keine Auszahlung hat stattgefunden.

Der Gewinn von 36000€ wurde mit einer Einzahlung ohne Gebrauch von Bonus gemacht. Tag der Einzahlung war der 13.07.2022. Es wurden 100€ eingezahlt und lediglich mit diesen gespielt.

viele Grüße

Hello,

are you still investigating the case?

Best regards

Hallo,

untersuchen Sie den Fall noch?

liebe Grüße

Hello Iven2000,

I apologize for my delay in responding. I am currently awaiting further information from the casino, and this case will then be discussed internally. Thank you for your patience, I will update you here shortly.

In the meantime, could I ask you to confirm if you completed the verification process for your first account?

Kind regards,

Adam

Good day,

Unfortunately, I can no longer tell you that. The last email I received regarding the first account was from January 10th, 2021. I don't remember exactly whether I had completed the verification process there, because it was too far ago. Sorry.

But I'll look through everything I can find.

Many greetings

Guten Tag,

das kann ich Ihnen leider nicht mehr sagen. Die letzte Mail die ich bezüglich des ersten Kontos bekommen hatte war vom 10.01.2021. Ob ich dort den Verifizierungsprozess abgeschlossen hatte weiß ich nicht mehr genau, da es zu weit zurück liegt. Tut mir leid.

Ich schaue aber nochmal alles durch was ich finden kann.

Viele Grüße

Hello Adam,

How is the situation?

will I get paid my winnings?

kind regards

Iven

Hello Adam,

wie ist die Lage?

werde ich meinen Gewinn ausgezahlt bekommen?

kind regards

Iven

Dear Iven2000,

We have carefully reviewed all of the information pertaining to this case, but I'm afraid there is not much that we can do to help you.

It is not entirely clear why you have closed your first account. You have sent the request for closure to the e-mail address listed in the responsible gambling section of the website specifically for requesting an indefinite self-exclusion, but have not stated any reason when doing so.

It is clear, however, that you have opened a second account, and used details different than those used for your first account to be able to do so (e-mail instead of a phone number). In doing so, you have directly circumvented the terms and conditions of the casino.

Most casinos check for multiple accounts during the verification process at the point of withdrawal. While this is not ideal, it is currently the industry standard and explains how you have been able to deposit and play in your second account without being previously detected, especially as your first account was not verified.

For these reasons, and as your deposits have been returned to you, there is nothing more we can achieve in this case and the complaint will now be closed.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam