I gor birthday gift (bonus) from them i got 6550€ and they voided my win….
I never has bonus
They said that i used another account which i dont know for i have brother who played in casino grand mondial but its his acc i dont have 2 accs requirements was i have just to roll games and i deposited 50€ on their request which i do and after that they just sent me back 50€, voided win and locked account
That could be it, then.
If you play from the same location and another account shares your address, the impression that you are a bonus hunter usually becomes stronger. Some traditional casinos still view using the same IP as suspicious behavior.
We, on the other hand, understand that such things may happen naturally without following a bad intention. It is a simple fact that some members of the same household unknowingly play in the same casino.
However, in our opinion, if multiple accounts are detected, the casino should always be able to determine whether each player received an unfair advantage over the casino. Additionally, based on your complaint, it appears that you have not claimed any bonuses, which, in my opinion, pretty much rules out any advantage over the casino.
In any case, filing the complaint was the correct thing to do, and I am curious to see how it develops and what kind of response the casino representative will provide.
I would like to know if your brother's and your own accounts were both fully verified. Can you tell, please?
just mine account was fully verified after i did withdraw they wanted my id which i provide after that they wanted my birth certificate i provided all information they wanted and after that they closed account and void winnings i really want my 6550€ to be withdraw i lose a lot of money but when i win they void… why they didn’t verify profile at deposit 😂 im waiting till 20 september they just waste my time
Thank you. It is very likely that you have not passed the KYC in the end. To me, it almost sounds like the account was closed as a result of you providing the personal documents. Which means we are still dealing with your brother's account. Speaking of which, has his account been verified, please? Can he still access his account?
You know, casinos usually do not verify accounts sooner simply because players need to follow casino rules all the time, and since one of the well-known rules says that each person may register only one account, the managers take it as fairly clear information. So, if you break this rule, there is very little to explain. Your case, however, brings back the interesting topic. A handful of players would prefer to verify their accounts immediately after the account registration to prevent later KYC complications. It is always important to prove the second account belongs to the same person and was created to gain the aforementioned unfair advantage.
The way I see it though, some casinos skip such investigations and move directly to the account closure and winnings confiscation.
The complaint will reveal more, I'm sure.
He has access to his account i got email that i passed kny all approved by them
So, do I understand correctly they will pay you your money, right?🤔
No they wont they dont want to withdraw me money… im waiting from 20. September
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