I created an account on this site one evening and was quite successful, winning nearly 9000€!

My husband also created an account without reading the terms of use, which state that there should be only one account per household, IP address, mobile device, etc. He created one with his own name and another one with mine, but used different email addresses.

I was unaware of this as we were not together at the time. When I made the major win and tried to withdraw the money, I encountered an error. I spoke with the chat representative and suddenly my account was blocked, stating it was a duplicate. I was shocked!

I spoke with the chat again and they explained that my account is a duplicate, which is not true as I have all three emails from the registrations that my husband and I made. The time and date clearly show that the account with my email is the main account. All the representatives told me that usually the main account is not closed and the technical team only blocks the duplicate accounts. Therefore, they should have closed the other two accounts my husband created and not mine. I was the first one to create an account, play games, deposit money from my bank, etc. It's been more than a month since I sent them an email to address this issue, but I haven't received a reply yet...

I believe they deliberately closed my account to prevent me from withdrawing the 9000€ I won that night. I am attaching the emails with the registration confirmations and screenshots from the chats showing that the main account should not have been closed, and definitely not without a warning!!!

?κανα λογαριασμ? σε αυτ?ν την σελ?δα ?να βρ?δυ.. ε?χα πολ? επιτυχ?α με κ?ρδο? κοντ? στα 9000€ !

ο ?ντρα? μου λοιπ?ν ?κανε και αυτ?? λογαριασμ? χωρ?? να διαβ?σει του? ?ρου? χρ?ση? που λ?ει πω? πρ?πει να υπ?ρχει 1 μ?νο? λογαριασμο? αν? σπ?τι ip κινητ? κτλ... ?κανε 1 με το δικ? του ?νομα και 1 ακ?μα με το δικ? μου αλλ? ?βαλε διαφορετικ? email..

Εγ? δεν γν?ριζα τ?ποτα καθ?? δεν ?μασταν μαζ? εκε?νη τη στιγμ?.. ?ταν λοιπ?ν ?κανα το μεγ?λο κ?ρδο? π?γα να κ?νω αν?ληψη και μου ?βγαζε σφ?λμα.. μ?λησα με το τσατ και ξαφνικ? μπλοκ?ρει ο λογαριασμ?? μου ω? duplicate, εγ? σε σοκ!!

Μιλ?ω ξαν? στο τσατ και μου εξηγο?ν πω? ο λογαριασμ?? μου ε?ναι duplicate πρ?γμα που δεν ισχ?ει καθ?? ?χω και τα 3 email απ? τα registration που ?κανα εγ? και μετ? ο ?ντρα? μου και αππ την ?ρα και ημερομην?α φα?νεται καθαρ? πω? ο λογαριασμ?? με το δικ? μου μειλ ε?ναι ο main λογαριασμ??.. ?λοι οι εκπρ?σωποι μου ε?παν πω? κανονικ? το main δεν κλε?νει και πω? οι τεχνικο? κλε?νουν μ?νο τα duplicate ?ρα ?πρεπε να κλε?σουν τα ?λλα 2 που ε?χε κ?νει ο ?ντρα? μου και ?χι το δικ? μου που το ?κανα πρ?τη ?παιζα ?βαλα χρ?ματα απ? την τρ?πεζα μου κτλ... ?χει π?νω απ? 1 μ?να που του? ?στειλα μειλ για να λυθε? το ζ?τημα και δεν μου ?χουν απαντ?σει ακ?μα...

Εγ? πιστε?ω πω? το κλε?σανε επιτηδε? για να μην μπορ? να κ?νω αν?ληψη τα 9000€ που κ?ρδισα εκε?νο το βρ?δυ.. σα? επισυν?πτω τα μειλ με τα registration και screen shots αππ τα τσατ που λ?νε πω? ο κ?ριο? λογαριασμ?? δεν θα ?πρεπε να κλε?σει και ειδικ? χωρ?? προειδοπο?ηση!!!

Dear Alkki,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that most online casinos have a policy against players opening multiple accounts, regardless of the situation. Each casino has the authority to block any accounts associated with the same person or credentials.  And I am sure you will agree with me that the casino is not the one to be blamed for this situation.

I apologize, but if there were two active accounts at the same time both created with your personal details, there is nothing we can do.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Thanks a lot for the reply... yes I understand it was a mistake but since everyone told me that the main account shouldn't be closed I don't understand why they closed it.. and in the terms it says they have to notify me before they do that..

Is there somewhere in their laws how they can also close the main due to duplicates? No one from this casino has explained to me why they closed my main account for the other two, I don't care.. they say it was a duplicate but that is not the case as it was the main one.

Let them explain to me why they closed it and send me the reason in their terms so that I can see that they are telling the truth and the matter will end there.. .

Ευχαριστ? πολ? για την απ?ντηση... ναι καταλαβα?νω πω? ?ταν λ?θο? αλλ? εφ?σον ?λοι μου ε?παν πω? ο ,main λογαριασμ?? δεν θα ?πρεπε να κλε?σει δεν καταλαβα?νω γιατ? τον ?κλεισαν.. και στα terms λ?ει ?τι πρ?πει να με ειδοποι?σουν πριν το κ?νουν αυτ?..

Υπ?ρχει κ?που στου? ν?μου? του? πω? μπορο?ν να κλε?σουν και τον main λ?γω duplicate ? Δεν μου ?χει εξηγ?σει καν?να? απ? το καζ?νο αυτ? γιατ? ?κλεισαν τον κ?ριο λογαριασμ? μου για του? ?λλου? δ?ο δεν με νοιαζει .. λ?νε πω? ηταν duplicate μα αυτ? δεν ισχ?ει καθ?? ?ταν o main .

Α? μου εξηγ?σουν γιατ? ?κλεισαν αυτ?ν και α? μου στε?λουν τον λ?γο στα terms του? για να δω ?τι λ?νε αλ?θεια και θα τελει?σει εκε? το θ?μα.. .

Thank you for your quick reply, Alkki. I apologize, but in cases like this, we do not proceed with further investigation. We believe that each casino has the full right to confiscate any winnings and close all active duplicate accounts. However, you can always contact the licensing authority as they have more tools and options to help players.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.