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I am accused of creating player accounts where you get an info if you have an account with the casino and it is not possible ...

I turned to the live chat and it was thrown at me under all cannons. My question was how it works with the payment because I had earned 1800.00 euros and played it down to 800.00 euros so I had fulfilled the bonus condition ... after that I received an email for payment confirmation that will be available in the next 24 hours Another email and a call back will be given for data lending etc.

However, I got no message and wrote an email where I asked again how long the ect. But no feedback neither that nor the other then I tried to log in with my acc which was no longer working and again an info I should contact the chat I did that and did not get further it was written just because I won and of all places with the acc. I would be lying and then he threw me out of the chat and closed ...

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Mir wird vorgeworfen ich hàtte zich spieleraccounts erstellt wobei man eine Info angezeigt bekommt wenn man ein Account bei dem casino hat und es auch nicht mòglich ist...

Hatte mich an den live chat gewendet und da wurde mir unter aller kanone das an den kopf geworfen. Meine frage war wie das mit der auszahlung funktioniert da hatte ich 1800,00 euro erspielt und spielte es bis 800,00 euro runter da hatte ich somit die bonusbedingung erfùllt... danach hab ich eine email fùr auszahlungs bestàtigung erhalten das sich in den nàchsten 24 std. Eine weitere email sowie rùckruf bekàme fùr daten ausgleiçh usw...

Jedoch beķam ich keine meldung und schrieb eine email wo ich erneut fragte wie lang das dauerr ect. Aber keine rùckmeldung weder das noch das andere dann versuchte ich mich mit meinem acc einzuloggen was nicht mehr gegangen ist und noch mal eine info ich soll kontakt mit dem chat auf nehmen das tat ich auch und kam nicht weiter es wurde geschrieben nur weil ich gewonnen habe und ausgerechnet mit dem acc. Ich wùrde lùgen und dann hat er mich aus dem chat geworfen und geschlossen... 

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Dear Jessica,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for supporting evidence, but, before we do, please could answer a few questions? Was this your first request for a withdrawal? Did you complete KYC verification in the past successfully? Looking forward to hearing from you. Thank you in advance.

Best regards, 

Petronela

Yes, this is my first payment request

No, I should have received a call back in the next 24 hours. Of finance

Management possibly further documents where still needed for processing

Ja dies ist meine erste anfrage zur Auszahlung

Nein ich hatte einen rùckruf bekommen sollen in den nàchsten 24 std. Von Finanz 

Managment evtl. Weitere Unterlagen wo noch benötigt werden zur bearbeitung 

Thank you very much Jessica for providing all the necessary information. I will transfer now your complaint to my colleague Kristina 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.

Thank you very much

Vielen DANK

Hello Jessica,

Would you be so kind and let me know if there is any update before we move further with your complaint? Did you receive a phone call from the casino?

Thank you so much.

No i did not receive a call

Nein ich habe keinen anruf erhalten

Hello Jessica,

thank you for confirmation. We would like to ask Cashpot Casino to comment on this case.

Hi Kristina and Jessica Kerstin Densing

We appreciate you bringing this matter to our attention.

We investigated the complaint and we can confirm that Miss Densing have had 10 accounts on Casino Cashpot, 8 of which including the account linked to this complaint were created on the 18th of February 2020.  No deposits were made.

Miss Densing, created the account and claimed same bonuses. This is prohibited under the Terms and Conditions as well the bonus terms of the casino.

Section 8 of the bonus terms - The Bonus offer is only permitted once per person, household, family, household address, email address, credit card number or shared computer environment such as a library, workplace, fraternity, university or school. The casino reserves the right to void all winnings and play should this term be disregarded

Section 4.5 of the General Terms and Conditions - You may only open one Account on the Internet Site. We reserve the right to close an Account at any time and to cancel all the transactions pertaining to any Client who has registered more than one Account in his own name or under different names. We reserve the right to block regular or tournament play and/or prize distribution should any evidence of multi-accounting arise.

If you require further information, please do not hesitate to contact us.

Kind regards

Cashpot Casino

I know nothing of the accounts you can compare the IP

Ich Weiss nichts von den Konten kann man die  IP vergleichen 

Hello Cashpot Casino,

Thank you for your reply. Could you please provide me with some kind of evidence, please? You can send it to me to my email address kristina.s@casino.guru. We need to have a proof of duplicate account in order to close this complaint. Thank you.

Hi Kristina 

We had provided the evidence on the 27th of February 2020. 

We will resend it directly to your email address.

Kind regards

CashPot Casino

Hello Cashpot Casino,

I reviewed your evidence and found out that the player really created multiple accounts. Therefore I am closing this complaint as 'rejected'.

Thank you for your help!