Hello. Casino accuses me of something I didn't do. They canceled my winnings and they not gonna give it away. They blocked my account in accordance with rule 10.1.

"During the use of the Services provided by Dozenspins, users shall not:

-Register and use additional/duplicate accounts

-Engage in fraudulent or criminal activities. "

I only have one account, I did not register other accounts. Moreover, I played in this casino 1 time. This is my first conclusion. I do not understand what fraudulent or criminal actions they are talking about. It's absurd.

I went through several verification stages. I sent personal documents, photos, statements and even videos from my computer screen.

The casino cancelled my winnings in accordance with rule 11.6. They wrote that my violation led to damage to the company and so they confiscated my money. They didn't explain how I hurt the company. I believe that such an accusation is illegal and the casino is not entitled to take my money.

I think this is a serious charge and the casino should provide evidence if they believe me guilty. I insist that I did not violate the rules of the casino. I don't understand how to prove my innocence and get my win. I'm asking for your help.

Dear Zyyb,

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

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 as yours? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication between you and the casino, please forward 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

Hi. I used the bonus at the first game, I lost the money. I managed to win from the second deposit. I didn't use a bonus for this deposit. In case of a loss, I could get a cashback, but I won.

My neighbors or my family members couldn't use my IP. I live alone. No one has access to my IP except me.

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

I looked at your complaint and will do my best to help you. I would like to ask Dozen Spins Casino to join this case and find a common solution for this complaint. I will set the timer for 7 days so the Casino can provide a statement. Thank you in advance.

Dear Zyyb,

The security service of the Dozenspins project has performed a detailed check of your ZYYYB431 login.

This login did not pass the security check of the casino.

As a gross violation of rules 10.1 was found:

During the use of the Services provided by Dozenspins, users are not allowed:

- to register and use additional / duplicate accounts;

- carry out fraudulent or criminal activity.

The Administration of Dozenspins intends in such cases to take all reasonable steps to prevent and detect such activity and its participants.

Also according to point 11.6:

In the event that we are forced to close your account due to your collusion with another player or group of players / attempt to defraud the company or another player / are suspected of fraudulent or other criminal activity / have committed a gross violation of the User Agreement, resulting in damage to the company or a third party, the balance of your account will be deemed to have been cancelled or will not be refunded. 

Based on the violation of these paragraphs of the rules of Dozenspins Casino, your ZYYYB431 game account has been closed without the right to open, and the winnings have been canceled.

This decision is final and will not be reviewed.

In case of disputable situations, the Administration of Dozenspins is ready to provide the necessary information and evidence of violation of these items of the rules with the reasons to the Third Party, namely the licensing authority involved in the resolution of the disputable situation.

According to the rules, you are prohibited to play on the website of the casino Dozenspins, as well as on the websites of partners specified in the license.

Dear Dozen Spins Casino,

Could I kindly ask you to send us some kind of proof to [email protected]? Thank you in advance.

Dear Juli.

The proofs have been sent to your e-mail address: [email protected]

Dear Dozen Spins Casino and Zyyb,

Thank you for joining and explaining your side on this case.  We have just finished with the investigation. We received evidence from the casino confirming that you are linked with other players. Based on the proof received from the casino, we came to a conclusion that we can't help you with this case. From our point of view, there was a clear breaching of the casino terms.  I'm afraid there is not much we can do in this case.

If you disagree with our decision you can complain at the licensing authority here: [email protected]. Do not hesitate to contact us in the future, if you run into any issues with this or any other casino. Thank you for understanding.

Best regards,

Juli