Hello, I am denied the payment of my credit over 2,350, - because I am accused of using several accounts. It is true that I had 2 other accounts with the company, but I also closed them permanently after making a deposit and playing. On my part, there was no playing on multiple accounts at the same time. I should also have acted fraudulently, which is an absolute insolence, because my email and the deposits were made with my credit card. Please help because otherwise I will have to contest all payments from VISA and would also have to report the casino to the judicial authorities in embezzling my money. Ask for your support. thank you

Hallo, man Verweigert mir die Auszahlung von meinem Guthaben über 2.350,- da man mir die Verwendung von mehreren Konten vorwirft. Es stimmt das ich 2 weitere Konten bei dem Unternehmen hatte, jedoch habe ich diese auch nach einer Einzahlung und dem Spielen wieder Permanent schlie?en lassen. Es gab von meiner Seite her nicht das Spielen auf mehreren Konto zur gleichen Zeit. Ich solle auch Betrügerisch gehandelt haben, was eine absolute Frechheit ist die Behauptung, denn meine Email und die Einzahlungen erfolgten mit meiner Kreditkarte. Bitte um Hilfe denn ich werde sonst alle Zahlungen von VISA Beeinspruchen müssen und würde auch das Casinoin in der Unterschlagung meines Geldes bei den Gerichtsbeh?rden anzeigen müssen. Bitte um Ihre Unterstützung. Danke

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, in a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

"only register a single account in the name of a particular person: multiaccount practices are strictly prohibited."

It is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you had active accounts in this casino in the past. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello, I closed the accounts myself on my own initiative and never played games with multiple accounts at the same time! However, I would like to have the money back from the deposits of 1,850, - and you can only confiscate the profit of 500, -. Withholding the entire amount is embezzlement and I must also report it to my card provider. The registration at Casinoin.io is only done with an email address and the casino clearly says in the introduction "no verification". Also, the terms and conditions can only be translated into English and very poorly or not at all, which is misleading. The reason for the further account was also that I made a deposit via MasterCard and I was not able to withdraw the amount afterwards, my MasterCard does not accept transfers. It was not possible to get the casino to make an alternative payout. At my request, I had the account closed again permanently. I just have the right to get my deposit, otherwise I report it to VISA as a fraud and request all funds back. Ask for further help from you! thank you

Hallo, ich habe die Konten jedoch selbst wieder auf meine Initiative schlie?en lassen und habe niemals mit mehreren Konten zur selben Zeit Spiele gemacht! Jedoch m?chte ich das Geld von den Einzahlungen von 1.850,- zurück haben und man kann lediglich den Gewinn von 500,- Beschlagnahmen. Den ganzen Betrag einzubehalten ist Unterschlagung und muss ich auch an meinen Kartenanbieter melden. Wobei das Registrieren bei Casinoin.io nur mit einer Email Adresse erfolgt und das Casino in der Einleitung ganz klar schreibt "keine Verifizierung". Auch sind die AGB nur in Englisch und sehr schlecht oder gar nicht richtig zu übersetzen, das ist Irreführend. Der Grund für das weitere Konto war auch das ich eine Einzahlung per MasterCard machte und ich danach den Betrag nicht Auszahlen konnte, meine MasterCard akzeptiert keine überweisungen. Es war nicht m?glich das Casino dazu zu Bewegen eine alternative Auszahlung zu machen. Habe das Konto danach auf meinen Wunsch wieder Permanent schlie?en lassen. Ich habe einfach auch das Recht meine Einzahlung zu bekommen, ansonsten Melde ich diese an VISA als Betrug und fordere alle Geldmittel zurück. Bitte um weitere Hilfe von Ihnen! Danke

Dear Michael,

Could you please forward me the communication where you have requested your previous accounts to be closed? What reason you gave to casino?

Additionally, please understand that we can’t punish the casino that their T&Cs are not translated into other languages. If you prefer casinos with German language available, please check our helpful filters http://www.kpvfaw.com/top-online-casinos#tab=RECOMMENDED:

Furthermore, the casino is not anonymous. For the registering you need your email address, but later you need to provide documents to verify your identity. I will be waiting for your reply patiently. Thank you.

Hello, the more accounts that the casino reports to me have been an account on my wife and an account on my father. We have a telephone connection, but with 3 associated SIM cards, which of course run with the same IP address. We therefore had the accounts closed immediately afterwards, because my wife or father did not consider the provider to be safe (no limits were set, etc.). The betmaster therefore accused me of fraud and false identity, in connection with bonus and Promotion and therefore my account then closed and the funds of 2,350, - confiscated. I and we NEVER claimed a bonus or promo. I still hope for you and your help, because otherwise I will complain about all VISA payments, because this is absolutely a cheek of this procedure.

Thank you!!

Hallo, die mehrkonten die mir das Casino unterstellt sind ein Konto auf meine Frau und ein Konto von meinem Vater gewesen. Wir haben einen Telefonanschluss, jedoch mit 3 dazugeh?rigen SIM Karten die natürlich mit gleicher IP Adresse laufen. Wir haben die Kontos daher wieder unmittelbar danach schlie?en lassen, da meine Frau oder auch Vater den Anbieter nicht gerade als sicher angesehen haben(keine setzen von Limits m?glich etc.) Das betmaster mich des Betruges und falscher Identit?t daher Beschuldigt, im Zusammenhang mit Bonus und Promotion und daher mein Konto dann auch geschlossen hat und die Gelder von 2.350,- Beschlagnahmt. Ich und wir haben NIEMALS einen Bonus oder Promo in Anspruch genommen. Ich hoffe weiter auf dich und deine Hilfe, denn ansonsten werde ich alle VISA Zahlungen Reklamieren, denn das ist absolut eine Frechheit diese Vorgehensweise.

Danke dir!!

Dear Michael,

I have checked terms and conditions, and this is what I found https://casinoin.io/agreement?lang=en:

"The Company reserves the right to exclude from Promotions

any participant and to ban use of Company Website if the

Company considers that a Client has tried to enter by using

more than one accounts or engaged in any fraudulent or

illegal activity (including activity that violates domestic laws)

whether or not the Client would or might won a prize. The

Company reserves the right to delete accounts and refuse to

pay bonus/prize or other incentives of Promotions if the

Client used multiple entries/accounts."

I’m afraid you’re not entitled for refunds. If you don’t agree with my decision, I could suggest contacting the Licensing Authority. You will find the relevant link if you click on the Validator on the casino’s website.

I will leave this complaint opened for one month. Could you please keep me updated regarding the outcome from Cura?ao eGaming? If there is no answer from you, during this period, I will assume that your case got resolved and I’ll close this complaint as "rejected". If there is anything, I would be able to help you with, do not hesitate to contact me. I wish you best of luck. 

Hello, I would like to tell you again that I have never taken a bonus or a promotion. Neither my wife's account nor my father's account used a bonus or promotion. So these points in the terms absolutely do not apply to me !!!!! thank you

Hallo, ich m?chte dir nochmals mitteilen, dass ich niemals einen Bonus oder eine Promotion genommen habe. Weder das Konto von meiner Frau noch das Konto von meinem Vater hat einen Bonus oder Promotion in Anspruch genommen. Somit treffen diese Punkte in den Terms auf mich absolut nicht zu!!!!! Danke

Michael, could you please clarify if those previous accounts have been registered under your details or your family members? In you first reply you stated "It is true that I had 2 other accounts with the company" and later "the more accounts that the casino reports to me have been an account on my wife and an account on my father" Please elaborate.

Hello, the accounts have been registered for my wife and father !! The registration was only with an email address and my father and my wife did not enter any further data. The casino never asked for an address, passport or credit card details. Email and password only. thank you

Hallo, die Konten wurden für mein Frau und meinem Vater angemeldet!! Wobei die Anmeldung nur mit einer Email Adresse war und es bei meinem Vater und meiner Frau zu keinen weiteren Eingaben von Daten gekommen ist. Das Casino hat niemals nach einer Eingabe von Adresse, Passport oder Kreditkarten Daten verlangt. Nur Email und Passwort. Danke

Thank you very much Michael for your reply. I will now transfer your complaint to my colleague Matej 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.

Thanks a lot!!! Then to Matej

Vielen Dank!!! Dann zu Matej

Hello, I wanted to let you know that I have already reported to my bank and VISA, because even if a player violates terms, the company does not have the right to confiscate or forfeit money. An announcement will also be made to the judicial authorities tomorrow, because VISA is also already informed about betmaster's business practices. thank you

Hallo, ich wollte dich noch wissen lassen, das ich bereits eine Meldung an meine Bank und an VISA gemacht habe, denn auch wenn ein Spieler gegen Terms Versto?t, hat das Unternehmen nicht das Recht Geld zu Beschlagnahmen oder Verfallen zu lassen. Es wird auch Morgen eine Anzeige bei den Gerichtsbeh?rden gemacht, denn auch VISA ist bereits Informiert über Gesch?ftspraktiken von betmaster. Danke

Hello Michael.

You are not entirely right (the company does not have the right to confiscate or forfeit money) How much you last time deposited before you won €2350? Standard practice is that casino return deposits and confiscates the winnings if there is a breach of terms of conditions. In the case of fraud, the situation is different.

In your case, you were probably marked by their system (automatic check) 

I will invite casino representatives into the discussion. They can look into your case, and if all that you wrote is the truth, I hope they will see your situation from a different perspective.

Hello, a deposit of 1,500 was made and an amount of 2,350 was earned. It was never played with multiple accounts at the same time and the accounts were closed by ourselves with a request. I would like my 2.350, - from the casino and everything else I request back via VISA. Thank you

Hallo, es wurden 1.500,- einzahlung geleistet und daraus ein Betrag von 2.350,- erspielt. Es wurde niemals mit mehreren Konten zur gleichen Zeit gespielt und es wurden die Konten auch von uns selbst mit Antrag geschlossen. Ich m?chte meine 2.350,- vom Casino und alles andere Fordere ich über VISA zurück. Danke dir

Could you please specify what you mean by "everything else"?

Hello, to my deposit of 1,500, - I request everything else to the 2350, - which I had in the account as credit !!! I can't fault myself for playing a promotion, bonus or multiple accounts at the same time. And to accuse me of this as fraud or false identity is absolutely wrong. I insist on these 2,350, - and these are mine !!!! thank you

Hallo, zu meiner Einzahlung von 1.500,- Fordere ich alles andere zu den 2350,- die ich als Guthaben auf dem Konto hatte!!! Ich kann mir absolut nichts Vorwerfen das ich eine Promotion, Bonus oder mehrere Konten Zeitgleich gespielt h?tte. Und mir das als Betrug oder falsche Identit?t vorwerfen zu lassen ist absolut eine Unrichtigkeit. Ich Bestehe auf diese 2.350,- und diese stehen mir zu!!!! Danke

Hello Michael,

I understand your frustration, however we have different information in our system that was provided to the Casino Guru team for their consideration.

Please let wait for their reply after they check the proof provided by our casino.

Thank you,

Hello, thanks for your information, but there are no connections to other accounts related to my personal data, except the IP address that several family members use. The account with credit 2,350.00 has been sent to you with my data and ID documents and that is the amount that you have embezzled or confiscated from me. I would like to have this money and have already taken steps against you. Thanks a lot

Hallo, danke für Ihre Information, jedoch gibt es keine zusammenh?nge mit anderen Konten das mit meinen Pers?nlichen Daten in Verbindung stehen, au?er die IP Adresse die mehrere Familienmitglieder in Anspruch nehmen. Das Konto mit Guthaben 2.350,- ist mit meinen Daten und ID Unterlagen zu Ihnen gesendet worden und das ist der Betrag den Sie mir Unterschlagen oder Beschlagnahmt haben. Diese Geld m?chte ich haben und habe auch bereits Schritte gegen Sie eingeleitet. Vielen Dank

Dear Michael and Maria.

We analysed all the data and decided that the casino has a right to close Michael's account and refuse to pay his winnings.

Casino provided us with proof that at least two Michael's account was active at the same time. Michael wrote to the casino (and to us) that these accounts are his. In cases like this, we suggest to return the deposits to the player and close his account, but casino pointed out that Michael already withdrew more than he deposited. (so the condition is already met)

Because he breached the casino terms and admitted that he used multiple accounts, we believe he has not right for his winnings.

I already sent my documents voluntarily on May 18, 2020 to make a proper relationship !! I do not have 2 accounts of me personally and the IP address is accessible by many people as it is an area used by several people !!!

Habe bereits am 18.5.2020 mein Unterlagen freiwillig gesendet um eine Ordentliche Beziehung zu machen!! Ich habe keine 2 Konten von mir Pers?nlich und die IP Adresse ist von vielen Personen zug?nglich da es eine von mehreren Personen genützter Bereich ist!!!

Hello, thanks for your information, but there are no connections to other accounts related to my personal data, except the IP address that several family members use. The account with credit 2,350.00 has been sent to you with my data and ID documents and that is the amount that you have embezzled or confiscated from me. I would like to have this money and have already taken steps against you. I have already switched on the authorities and they should transfer the money to me !!! Thank you

Hallo, danke für Ihre Information, jedoch gibt es keine zusammenh?nge mit anderen Konten das mit meinen Pers?nlichen Daten in Verbindung stehen, au?er die IP Adresse die mehrere Familienmitglieder in Anspruch nehmen. Das Konto mit Guthaben 2.350,- ist mit meinen Daten und ID Unterlagen zu Ihnen gesendet worden und das ist der Betrag den Sie mir Unterschlagen oder Beschlagnahmt haben. Diese Geld m?chte ich haben und habe auch bereits Schritte gegen Sie eingeleitet. Die Beh?rden habe ich bereits eingeschaltet und die sollen mir das Geld überweisen!!!Vielen Dank

Michael, I am very sorry for the negative answer. We consider all the facts and believe that you have no right in this case. Of course, you have the right to submit your complaint to the regulator. (you can use this complaint as a reference, that you already tried to solve your issue with 3rd party mediator.)

However, in this case, you are wrong that the only thing which connects the account is the IP address. The casino gave us enough proofs. You wrote to them, and you are mentioning it in this complaint too that behind all these accounts was you and not your family members.

Because of all what we wrote above and proofs from the casino side, we decided to close this complaint as "unjustified."

In case you receive an official response from the licensing authority, let us know, and we will close the complaint accordingly. You can reopen this complaint anytime (but reopening would be approved only if you brings into light something new - for example respond from a regulator)