My win was voided, as casino says, "due to clause 1.1 of the Bonus Terms". This term says something about somebody creating an account from my address or IP. I know for sure that nobody I live with played in casino. I have only one account and it is verified with my docs. Casino is either cheating not to pay me or it is some mistake. Can you help me please?

Dear JJ83,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked general Bonus terms, and this is what I found https://casinomia.com/en/bonus-terms:

"1.1. All bonuses provided by Casinomia can be released only once for one person at one place of residence, phone number, billing account, IP-adress and computer unless otherwise specified in bonus conditions. Creating additional accounts in Casinomia to claim bonuses will be treated as bonus abuse and will lead to account ban with funds confiscation."

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?

Do I understand correctly that your account has been fully verified in the past? Could you please advise which exact bonus you have redeemed? 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. I'm sure that nobody from my family plays in casino but I'm not sure about neighbors

Thank you very much, JJ83, for forwarding the relevant email. Could you please confirm that you have accumulated your winnings with an active bonus? We will contact the casino right after your confirmation. Looking forward to hearing from you. 

Yes, I made a deposit of 200 EUR and received 100 EUR bonus.

Thank you very much, JJ83, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello JJ83!

From now on, I will make my best to help you. I would like to invite Casinomia Casino into this conversation in order to clarify this situation.

Hello, 

Note that as previously stated we have detected a number of accounts opened from the same IP address which violates clause 5.8 of our General terms and conditions:

5.8. One player is entitled to open one account. It is forbidden to open additional accounts to family members, or use a single IP address, computer or other device without the prior written permission of the Company. All other accounts opened by you on the Website will be treated as "duplicate" accounts. The Сompany reserves the right to immediately close such accounts, and:

- any transactions made from the duplicate account will be considered null and void;

- all bets or deposits made from a duplicate account can be returned to You at Company’s discretion;

- all refunds, winnings or bonuses You have received or collected using the duplicate account will be forfeited and may be reclaimed by us. In this case, You will be required to return the funds withdrawn from the duplicate account to us.

Moreover, we have detected 2 accounts which received bonuses from the same IP which violates clause 1.1 from our Bonus terms and conditions:

1.1. All bonuses provided by Casinomia can be released only once for one person at one place of residence, phone number, billing account, IP-address and computer unless otherwise specified in bonus conditions. Creating additional accounts in Casinomia to claim bonuses will be treated as bonus abuse and will lead to account ban with funds confiscation.

Note that given the circumstances, we have no choice but to deduct the winnings. Finally note that our Terms and Conditions allow us to deduct all funds (including player's deposit(s)) but we have returned the deposit amount to the player. 

Kind regards, 

Casinomia team

hi.

it is impossible as I registered only once. You have seen my documents, haven't you?

Can you please double check your information?? It is impossible that my another account was created from my IP, it must have been a mistake

Dear Casinomia Casino representatives!

Thank you for your entry to this conversation, I would like to ask you to provide supporting evidence for your case. You can do so by sending it to: [email protected]

Dear JJ83,

Let me please inform you that we are in an ongoing communication with the Casinomia Casino, while we sort things out, I would like to ask you: What form of the internet connection do you use while accessing the casino?

I always use mobile connection

We have received some evidence from Casinomia representatives. We do not see these as a sufficient enough to support the claim regarding multiple accounts.

Please, Casinomia representatives, we are awaiting more detailed information and corresponding supporting evidence.

After evaluation of the evidence provided by Casinomia Casino, we strongly believe that the accusations of opening multiple accounts were not in place.

I am extending the timer for the casino to respond.

We would like to ask Casinomia Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.