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I played and had a lucky streak in "Gates of Olympus1000". First I won $907, I played a little longer and then I cashed out $900. I still had a little credit and carried on playing the game, a little later I won another $850, but this amount was never transferred to my casino account. I noticed that I couldn't get into any more games and contacted support. They informed me that my account was banned and my winnings would be withheld because I was violating their terms of use regarding second accounts. They gave me two email addresses that were supposed to be my accounts. One email address belongs to an acquaintance of mine (at whose house I played), he also has an account at this casino. We did not know the other email address.

Ich habe gespielt und hatte eine Glückststrähne in „Gates of Olympus1000" zuerst habe ich 907$ gewonnen ich habe noch ein wenig weitergespielt und dann habe ich 900$ ausgezahlt. Ich hatte noch ein wenig guthaben und habe weiter das spiel gespielt, ein wenig später habe ich nochmal 850$ gewonnen, dieser Betrag wurde aber nie auf meinen Casino Acount übertragen.Ich merkte das ich auch in kein Spiel mehr herein kam und kontaktierte den Support dieser wies mich darauf hin das mein Account gebannt ist und meine Gewinne einbehalten werden, da ich gegen ihre Nutzungsbedingungen hinsichtlich ZweitAccounts verstoßen würde sie haben mir 2 Emailadressen genannt die meine Accounts seien sollen. Die eine E mail Adresse gehört einem Bekannten von mir ( bei dem Zuhause ich gespielt habe), er hat auch ein Konto bei diesem Casino. Die andere MailAdresse war uns nicht bekannt.

Dear m7gskym57r,

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.

• Could you please advise when exactly you created your account and when it was closed?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I opened the account 5 months ago and it was blocked on November 25, 2024.

No, I have not verified myself, but I still have access to my account.

I won my winnings without an active bonus.

Best regards

Hallo, das Konto habe ich vor 5 Monaten eröffnet und es wurde am 25.11.2024 gesperrt.

Nein ich habe mich nicht Verifiziert, aber ich besitze noch Zugriff auf meinen Account.

Meine Gewinne habe ich ohne aktiven Bonus gewonnen.

mit freundlichen Grüßen

Thank you very much for your reply, m7gskym57r. 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.

I sent them the chat via email.

Best regards

Ich habe ihnen den Chat per Email gesendet.

mit freundlichen Grüßen

Thank you very much, m7gskym57r, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you m7gskym57r for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 500 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Hello Peter,

The following user created multiple accounts, has used 3 accounts that we know of, the connection is in the IP addresses used as well as the Solana wallet withdrawal addresses.

The user created multiple accounts to abuse our welcome package.

Nevertheless, we permitted the user to withdraw an amount equivalent to their deposited value and we refused to pay him any further winnings due to the abuse.

Use of multiple account as well as the abuse of welcome package/bonuses are both against our Terms of Service.

Kind regards,

500 Casino

Thank you for the update 500 Casino representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hey Peter,

We have sent you an email with the necessary details.

Kind regards,

500 Casino

Thank you for providing me with the evidence 500 Casino representative.

m7gskym57, after carefully reviewing the evidence provided by the casino, we find that they have presented sufficient evidence to support their claim regarding your association with multiple accounts. We strongly advise against such behaviour, as it can lead to similar disputes and account-related complications in the future.

Casinos employ advanced detection methods and monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must uphold the casino’s decision and reject your complaint. Thank you for your understanding.

Kind regards,

Peter