I have been playing at the casino since 02/2023 and so far I have had many deposits and withdrawals without any problem. My initial check only required an ID that I provided. During my last deposit and rolled bonus from my side and a withdrawal amount of 330 euros I was asked for an additional check (normal). I played 10 euros and made a withdrawal of 320 euros again. I submitted the documents and after two days the transfer was refused with the argument that I have a duplicate account, and there is no such duplication because I am the only one playing. This attitude of a casino towards a player and these accusations after I have so many deposits and withdrawals is frivolous.

Dear PhoenixR,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to [email protected].

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

Hello. There is no chance that a family member made an account because me and my wife play from the same account. We recently moved to a new house, the internet provider released a new batch for the internet so the chance that some dude has the same ip as mine borders on zero. When I made the deposit it was tied to a 200% bonus which I successfully rolled over.After that, an amount of 330 euros was written in the real balance and I released them for withdrawal. When the next day I saw in the mail that 330 euros were refused on the grounds that more documents were required for verification, I sent the documents and played 10 euros from the computer in the work. Then I released 320 euros for withdrawal.The next email was with a withdrawal refusal because I had duplicate accounts which is not true.

Thank you, PhoenixR, for your reply. Do I understand correctly that you and your wife both use the same casino account?

Yes me and my wife use the same casino account. She does not have a skrill registration or a credit card to create an account and play from it. To the email you provided [email protected] I will provide all the documents that I have given of the casino for verification as well as a screenshot of deposits and withdrawals.

I regret to inform you that we cannot offer assistance under these circumstances. It's essential to recognize that most, if not all, casinos strictly adhere to a one-player-per-account policy. The terms and conditions of this particular casino explicitly state the following (here):

7.1 After opening Your Account, You must take all reasonable steps to avoid disclosing (whether deliberately or accidentally) Your username, password and/or account number to anyone else, including (where practicable) ensuring that up-to-date security software is downloaded onto Your Access Device.

7.2 All transactions made where Your username and password and/or account number have been entered correctly will be regarded as valid, whether or not authorised by You, and we shall not be liable for any claims in the event that You disclose Your username, password or account number to anyone else (whether deliberately or accidentally).

22. BREACH OF THE TERMS AND CONDITIONS

22.1.1 the access to and use of the Services by You or by anyone else using Your username and password; and/or

Please understand that by allowing your wife to play from your account, all the abovementioned rules have been breached. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

Casino guru my regards but I have not disclosed your username and password to anyone else as stated in the rules. Whether I or my wife clicks the mouse button from one account I don't think it matters much. In the evening we sit down and start playing and let's have fun.I assure you that thousands of couples do.Failure to explain the problem.Casino points out that I have duplicate accounts

QUOTE:

Hello,

Thank you for playing at bet1000.

Upon checking your withdrawal request and account we noticed that your profile has been related to another profile in the system. I am afraid that according to point 4.5 of our General Terms and Conditions that is not allowed:

This has nothing to do with me and my wife sitting down and playing together.

The casino has a problem with duplicate accounts as I see not only in my complaint.

Read points 7.1 and 7.2 correctly.

7.1 Once you have opened your account, you must take all reasonable steps to avoid disclosing (whether intentionally or accidentally) your username, password and/or account number to anyone else, including (where possible) ensuring that that up-to-date security software has been downloaded to your access device.

  I emphasize "reasonable steps"

I take these steps and count.

7.2 All transactions carried out where your username and password and/or account number have been correctly entered will be deemed valid whether or not authorized by you and we will not be liable for any claims in the event that you disclose your username, password or account number to anyone else (whether intentionally or accidentally).

These points are so that the casino can be insured if I have a fraud, which in my case is not the case.

My case with the casino is about duplicate accounts, not about who is playing. Because if I hadn't mentioned that my wife and I were playing, neither you nor anyone at the casino would have known and there is no way to refuse a withdrawal for this reason.

casino guru duplicate account verification is it so complicated that you have not replied for 5 days now? Apparently the casino itself has a software problem because it's not just me.

I apologize for the delayed response. I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.