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After I wanted to have the winnings paid out, my account was blocked on the grounds that I had violated the terms and conditions because of a second account. However, I do not have a second account, only my husband also has an account. I was also not given an opportunity to verify myself.

Nachdem ich den Gewinn auszahlen lassen wollte wurde mein Account gesperrt mit der Begründung gegen AGB verstoßen zu haben wegen eines zweiten Konto. Ich habe jedoch kein zweites Konto, lediglich mein Mann hat ebenfalls einen Account. Mir wurde auch keine Gelegenheit gegeben mich zu verifizieren.

Dear jeanninekirschner,

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 you and your husband share any of the following: household or email address, telephone number, same payment method, or device? Have you, or your husband, activated any promotional offers when depositing funds?

I have checked the general terms and conditions, and this is what I found (here):

7. Bonus terms and conditions

7.1. Please, be noted that all offers are limited to one per user, IP address, computer device, family, residential address, telephone number, credit or debit card and/or e-payment account, e-mail address, and environments where computers are shared (university, school, public library, workplace, etc.).

7.19.3. Only one person using a particular IP address can use bonuses.

Could you please advise whose account was created first?

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 

We have the same household address and use the same device. We have not activated any promotional offers. My husband had an account first.

Wir haben die selbe haushaltsadresse und verwenden das selbe Gerät. Wir haben keine werbeangebote aktiviert. Mein Mann hatte zuerst ein Konto.

• Could you please advise what type of device is it?
• Was the account of your husband verified in the past, please?
• Have you used your own payment method to deposit funds into your account?

• We use a mac book
• my husband's account is verified
• I used my own payment method to deposit

• Wir verwenden ein mac book
• das Konto meines Mannes ist verifiziert
• ich habe meine eigene Zahlungsmethode zum einzahlen verwendet

Thank you very much, jeanninekirschner, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi jeanninekirschner,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Super thank you

Super vielen Dank

Dear Peter,

The user's account has been blocked due to a violation of our terms and conditions. As a result, any winnings that may have accrued have been written off.

However, we would like to clarify that there is a second account that is still active, and the user may continue to play at our casino in accordance with our terms and conditions. Our team is working on providing the necessary supportive evidence for the violation to Casino Guru team.

Thank you in advance for your patience!

Best regards,

Mr.Bet Casino team

I'd really like to see proof of this as I've only opened one account!

Ich würde wirklich gerne einen Beweis dazu sehen, da ich nur ein Konto eröffnet habe!

Dear Mr Bet Casino team,

Please send the supporting evidence to my email address (peter.m@casino.guru).

Dear Peter,

We've sent you supportive evidence. Please check our recent email.

Thank you in advance for your consideration!

Best regards,

Mr.Bet Casino team

Thank you Mr.Bet Casino team for the evidence.

Dear jeanninekirschner,

I've reviewed the evidence from the casino but I'm afraid I don't have good news for you. It is never a good idea to open more than one account per household, IP, etc. in any casino. Most casinos don't accept this and accuse players of multiple accounting. They actually have a good reason for it. Some people register an account for each member of their family and play in their names. This way the person gains an unfair advantage over the casino. After reviewing the evidence from the casino, I've noticed some clues suggesting that this might be a similar case. There were bonuses activated in both accounts, the accounts were used almost at the same time on several occasions, and a very similar deposit and playing pattern was detected on both accounts. We, in casino.guru, always try to look at the overall fairness of the situation, however, the evidence from the casino suggests that the two accounts were used by one person. The casino stated that it will allow the use of the first account but the second account will remain blocked. Unfortunately, we have to agree with the casino's decision. Your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter