TrueFlip Casino - Igrač je zatražio povrat depozita.

Hello,

I have the following problem.

I had an account with Trueflip and blocked it, because I couldn't remember it, I registered again today with the same data, only the email address was different.

Now I have played and noticed that it is a double account.

Since it was not my intention or there is no bad will behind it, is it possible to get the money back? Since if there had been a win, it would not have been paid out.

thanks

Hallo,

ich habe folgendes Problem.

und zwar hatte ich bei Trueflip ein Konto und habe dieses gesperrt, da ich mich daran nicht errinern konnte, registrierte ich mich heute erneut mit den selben Daten lediglich die email Adresse war eine andere.

Nun habe ich gespielt bist aufgefallen ist das es sich um ein Doppel Account handelt.

Da es keine Absicht von mir war bzw kein böser Wille dahinter steckt ist es möglich die eingezahlten Gelder zurück zu bekommen? Da es ja bei einem Gewinn auch nicht zur Auszahlung gekommen wäre.

danke

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to point out that creating multiple accounts is prohibited by most casinos, I checked the casino’s general T&Cs (https://trueflip.com/terms-of-use) and I found this:

"You are allowed to have only one account and register this personally. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets and bonuses may be voided. At True Flip’s sole discretion and in the event that We consider that multiple Accounts have been opened in genuine error, We may agree to credit the first Account which You would have opened with Us with any of balance remaining on Your additional Account(s). Should We have reasonable grounds to believe that fraud has been committed or attempted, We reserve the right to suspend, revoke, or cancel any related transaction, any bonus or any other promotion without prejudice to any other action or redress In these Terms and Conditions, a reference to ‘fraud’ shall be deemed to include ‘bonus abuse’. Bonus abuse includes, but is not limited to, opening more than one Account in order to claim an additional bonus or benefit."

When exactly did you block your first account? Did you claim any bonuses with both accounts? Have you tried discussing this issue with the casino? Please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

Hello, the first account was blocked on April 11th, 2021 which I no longer knew at the time of the new registration.

no bonuses have been claimed on either account.

yes, I have already tried to talk to the casino, unfortunately without success.

Hallo, das erste Konto wurde am 11.04.2021 gesperrt was ich zu dem Zeitpunkt der neu Registrierung nicht mehr wusste.

es wurde keine Boni beansprucht , bei keinem der beiden Konten.

ja ich habe bereits versucht mit dem Casino zu reden, leider ohne Erfolg.

The data of the two accounts was identical ... only the email address was different, as there was no longer any access to the old one.

The payment was made with trustly, which also requested the data at the same time.

Die Daten der beiden Konten war identisch... lediglich die email Adresse war eine andere, da auf die alte keinen Zugriff mehr bestand.

eingezahlt wurde jeweils mit trustly das auch gleich die Daten abgefragt hat.

Marcel, do I understand correctly that the dispute value of €1,000 is the amount of money you deposited? If yes, could you, please, advise if you played and lost this amount?

Yes exactly.

it was deposited and lost.

But since a possible win would not have been paid out due to the double account, I never had the chance to win anything.

Ja genau.

es wurde eingezahlt und verloren.

Da es aber bei einem möglichen Gewinn nicht zur Auszahlung gekommen wäre aufgrund des Doppelaccounts, hatte ich ja nie die Chance etwas zu gewinnen.

I am sorry Marcel, but if you deposited and lost the money, the casino doesn't have to return you anything. If you played and lost all your money in any casino legitimately, you wouldn't be entitled to a refund of your deposits - that is how casinos work and I truly hope you understand our standpoint here. Not to mention, you created multiple accounts (unintentionally or not) which violated one of the most basic online casino rules, and sadly, in this case, you are not entitled to a refund either.

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 and we will try our best to help.