Allstars Casino - Das Spielerkonto wurde geschlossen und das Guthaben eingezogen.

I am filing this complaint against Allstars.io because the casino confiscated my $2,000 balance and closed my account on suspicion of "multi-accounting".

For complete transparency: The first account mentioned by the casino was my old player account, which I had closed myself at the time because I switched to a new email address. Since the casino allowed my registration with the new account without any problems and accepted all my deposits without any issues, I assumed everything was perfectly fine. I then showed the casino to a good friend. He liked the platform and created a completely separate account on his own laptop. We are two completely different, real people who wanted to play independently with our own money.

While we were out together, the website on my device started lagging terribly. I then contacted live chat. The support representative explicitly advised me to change my device or browser. Based on this direct instruction from support, I used my friend's laptop to briefly log into my account. After that, the casino continued to accept all deposits from wallets registered in my name without any problems.

The moment I requested a withdrawal of my legitimate winnings, both accounts were suddenly blocked and my $2,000 was withheld. The casino is now using the identical hardware fingerprint, which only came about due to the faulty website and instructions from their own support team, as a pretext to accuse me of fraud.

We are both willing to undergo separate and full identity verification (KYC/selfies) at any time to prove that we are two real, separate individuals. Since I played exclusively with real money and absolutely without bonuses or promotions, there was no financial advantage or abuse at any time. I request the release and payment of my $2,000.

Ich reiche diese Beschwerde gegen Allstars.io ein, da das Casino mein Guthaben von 2.000 $ beschlagnahmt und mein Konto wegen des Vorwurfs des "Multi-Accountings" geschlossen hat.

Zur vollständigen Transparenz: Das vom Casino erwähnte erste Konto war mein altes Spielerkonto, welches ich damals selbst regulär habe schließen lassen, da ich zu einer neuen E-Mail-Adresse gewechselt bin. Da das Casino meine Registrierung mit dem neuen Konto problemlos erlaubt und alle meine Einzahlungen ohne jegliche Blockade akzeptiert hat, ging ich davon aus, dass alles absolut in Ordnung ist. Ich habe das Casino dann einem guten Freund gezeigt. Er fand die Plattform gut und hat sich auf seinem eigenen Laptop ein komplett eigenes, separates Konto erstellt. Wir sind zwei völlig unterschiedliche, reale Personen, die unabhängig voneinander mit eigenem Geld spielen wollten.

Während wir zusammen unterwegs waren, fing die Webseite auf meinem Gerät extrem an zu hängen. Ich habe mich daraufhin an den Live-Chat gewendet. Der Support-Mitarbeiter hat mir ausdrücklich dazu geraten, das Gerät oder den Browser zu wechseln. Aufgrund dieser direkten Anweisung des Supports habe ich den Laptop meines Freundes genutzt, um mich kurz in mein Konto einzuloggen. Das Casino hat danach auch weiterhin alle Einzahlungen von Wallets, die auf meinen Namen laufen, dankend angenommen.

In dem Moment, als ich eine Auszahlung meiner fairen Gewinne beantragt habe, wurden plötzlich beide Konten gesperrt und meine 2.000 $ einbehalten. Das Casino nutzt nun den identischen Hardware-Fingerprint, der erst durch die fehlerhafte Webseite und die Anweisung ihres eigenen Supports zustande kam, als Vorwand, um mir Betrug zu unterstellen.

Wir sind beide jederzeit bereit, getrennte und vollständige Identitätsprüfungen (KYC/Selfies) zu durchlaufen, um zu beweisen, dass wir zwei echte, separate Personen sind. Da ich ausschließlich mit reinem Echtgeld und absolut ohne Boni oder Promotionen gespielt habe, gab es zu keinem Zeitpunkt einen finanziellen Vorteil oder Missbrauch. Ich fordere die Freigabe und Auszahlung meiner 2.000 $.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you contacted customer support before opening your second account?
• Could you please advise if you have passed the KYC verification on either of your accounts?
• Have both accounts been created with the same email address?
• Do I understand correctly that you and your friend have accessed the casino from the same device?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Did you contact customer service before opening your second account?

I was in the same live chat conversation with both my old and new accounts. I was asked to provide the new email address, which I did for both accounts. The live chat conversation itself, however, was account-wide.

Could you please let us know if you have successfully completed the KYC verification for one of your accounts?

No, neither account is verified. We both really wanted to get verified to clarify the situation. But the casino doesn't require KYC (Know Your Customer).

Were both accounts created with the same email address?

No, everyone used their own email address.

Did I understand correctly that you and your friend accessed the casino from the same device?

Everyone has their own device. When I was playing, there were many problems with the website. Games wouldn't load, a tab bar covered the games, etc. Support told me to log in with a different device, which I then did.

It worked on my friend's device. That's why the double fingerprint was detected.

But I only played on my own account.

Haben Sie den Kundendienst kontaktiert, bevor Sie Ihr zweites Konto eröffnet haben?

Ich war im selben Live Chat Gespräch mit dem alten und dem neuen Account. Dort musste ich auch die neue email Adresse nach der immer gefragt wird angeben, dies habe ich selbstverständlich für den alten und auch neuen Account getan. Das Live Chat Gespräch war aber Account übergreifend.

Könnten Sie uns bitte mitteilen, ob Sie die KYC-Verifizierung für eines Ihrer Konten erfolgreich abgeschlossen haben?

Nein, keins der Konten ist verifiziert. Wir beide wollten unbedingt eine Verifizierung vornehmen, um den Sachverhalt zu klären. Aber das Casino will kein KYC.

Wurden beide Konten mit derselben E-Mail-Adresse erstellt?

Nein, jeder hat seine eigene Email genutzt.

Habe ich das richtig verstanden, dass Sie und Ihr Freund vom selben Gerät aus auf das Casino zugegriffen haben?

Jeder hat sein eigenes Gerät. Als ich gespielt habe, gab es viele Probleme mit der Website. Spiele haben nicht geladen, eine Tab-Leiste hat die Spiele überdeckt etc. Der support sagte mir, ich solle mich mit einem anderen Gerät anmelden, was ich dann getan habe.

Auf dem Gerät meines Freundes ging es. Daher kam der doppelte Fingerabdruck zu Stande.

Gespielt habe ich aber nur in meinem Account.

Dear Player, thank you very much for your response and for providing all the relevant information. I regret to inform you that we are unable to assist you further with this complaint. It is a standard policy across most online casinos that individuals should not open multiple accounts. I completely understand how frustrating it is that the casino allowed you to create a second account and deposit funds. However, it is ultimately the responsibility of each player to adhere to the terms and conditions set by the casino. In this case, both accounts were used to deposit funds and for gameplay.

Additionally, you have confirmed that the same device has been used to access the accounts of two separate individuals. From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device, as this makes it impossible for them to reliably distinguish between two independent players.

This rule is also outlined in the casino's terms and conditions:

Only one account per individual, household, IP address, and computing device is permitted. Multiple account creation may result in account termination, cancellation of withdrawal requests and removal and confiscation of any balance on the account(s). Users sharing households, IP addresses, or computing devices must notify us accordingly through their respective accounts.

I kindly recommend that you always open only one account at a casino and avoid any violations related to multiple accounts, as this can result in the confiscation of your funds.

Due to the aforementioned reasons, this complaint will now be closed. 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.

Best regards,

Attila