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

Since I didn't know anymore or I didn't create a second account

Da ich nicht mehr wusste bzw ich keinen zweiten Account erstellt habe

Dear Marco,

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? Do I understand it correctly that your bonus winnings have been voided?

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

The possibility exists but I am of the opinion that the system should have noticed it, but I used my email address, which is what I am ..... I also wonder whether the other alleged account was also confirmed

Die Möglichkeit besteht ja aber ich bin der Meinung das dann das system hätte es merken müssen jedoch habe ich ja meine email Adresse benutzt was heist ich bin ich .....zudem Frage ich mich ob das andere angebliche Konto auch bestätigt wurde

Hello Marco,

Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal.

Do I understand it correctly that your bonus winnings have been voided?

Dear Marco,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.