Casino Sieger - Der Spieler wurde beschuldigt, mehrere Konten eröffnet zu haben.

Hello my account was frozen after I had earned around € 1000. The live chat is totally overwhelmed and incompetent. The accusation that I should have multiple accounts. The casino doesn't want to show me proof, instead I should prove that I only have one account, how is that supposed to work ???

Many Thanks

Hallo mein Konto wurde eingefroren nachdem ich ca 1000€ erspielt hatte. Der Live Chat ist total Überfordert und unkompetent. Der Vorwurf, ich soll mehrere Accounts haben. Beweise will mir das Casino nicht vorlegen, stattdessen soll ich beweisen das ich nur ein Konto habe, wie soll das gehen ???

Vielen Dank

Dear Joker1312,

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

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 or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

Thank you very much, Joker1312, for the clarification. Could you please advise if your winnings were accumulated with or without an active bonus? 

Hello,

I played with active successfully wagered bonus.

Many Thanks

Hallo,

Ich mit aktiven erfolgreich umgesetzten Bonus gespielt.

Vielen Dank

Thank you very much, Joker1312, for your reply. Could you please forward any relevant communication to petronela.k@casino.guru? Meanwhile, please understand that if you have had two accounts in the same casino and redeemed bonuses on both, it will be close to impossible to win this case. Thank you in advance for your reply and understanding.

Ok then you can't do anything I would say PECH, but thank you very much

Ok da kann man dann wohl nix machen würde mal sagen PECH gehabt, trotzdem Vielen Dank

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.