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Hello, my casino account has been closed and my winnings have been confiscated. The reason for the closure was a multi-account. This is not true. At one time I had an account at this casino registered with another email, but it was closed. So I no longer had an account. When I registered a new account with a new email my old account did not exist. Also, when playing on a new account, I didn't use any bonuses, I only played with real money. In the casino regulations there is information that one player can have one account, but I did not break this point of the regulations, because as I wrote earlier, my previous account was closed.

I wrote to the casino and got a reply that you cannot create new accounts even if the "original" account has been closed. Except that I read the rules of the casino and did not find this point. And I am asking Casino Guru to help me withdraw the money I won, because the casino undertakes to return only the amount of the deposit. I would appreciate your help, regards

Dear damjan071,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Arlekin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain why you closed your original account? Could you please advise why you opened a new account instead of reactivating the old account? Did you use bonuses on your original account? Did you contact the casino prior to opening a second account?

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,

Tomas

Hello, thanks for opening the topic.

1. Closing my original account had nothing to do with Arlekin Casino. In one of the casinos from the Hollycorn network I got a ban on my account. Why I got it I don't know, I got the answer "administration can close the player's account without giving a reason". And when the administration blocks an account in a casino from the Hollycorn network, it automatically closes accounts in the entire Hollycorn, N1 Interactive and Dama NV casino network (and vice versa)
2. It is not possible to reactivate an old account if I did not close it by my own decision
3. Yes, I used the bonuses on the original account, I also played without bonuses, I also used the sports section on the casino website (so that it would be available then)
4. No, I did not contact the casino before opening a second account. I just read the regulations carefully and it said that one player can have one account, so since I didn't have an account there anymore, I thought I could open a new one without any problems. I haven't seen a point in the terms and conditions that said that if the original player's account was closed, he couldn't open a new one. And I did not use any bonuses on my new account (so that there would be no problems)

Hello damjan071, 

As you already mentioned, your original account was automatically closed throughout the whole Hollycorn network, that is why, after you have completed the verification process and confirmed your identity, your account was closed again.

Creating a new account after canceling the previous one is still a violation of the casino's Terms and Conditions, because the original account keeps existing in the system and still belongs to you.

Best regards 

Arlekin Casino. 

Is there anywhere in the rules about this? Because even though I read it carefully, I didn't notice it.

I also had a case in another casino from the Dama NV (GetSlots) group where I also had a similar situation and before making any deposit I received information from the chat that I can have another account despite closing the previous one, but on the new account I cannot receive any bonuses only play for real money.

Thanks to both parties for their reply.

Dear damjan071,

Do I understand correctly you opened an account in the casino despite you knowing you previously opened an account in this particular casino?

How did the casino inform you about the account closure of your original account? Could you please forward the email they sent you? My email is tomas@casino.guru

Did you not redeem any bonuses on your second account, such as a welcome bonus?

Hello again, Thomas.

Yes, I knew I used to have an account at this casino, but I thought it was deleted permanently and I can open a new one. And I opened them because I had good memories of playing at Arlekin Casino.

Arlekin Casino has not sent me any email informing me that the original account was closed. As I wrote earlier, I got a ban in one of the Hollycorn casinos, which resulted in a ban in Dama NV.

No, I didn't use any bonuses on my second account. I made only one deposit there and the money won from it I wanted to withdraw.

I suppose I won't get my winnings back anyway. I just wanted to get a response from the casino representative where in the rules it says about the point he pasted in his message: "Creating a new account after canceling the previous one is still a violation of the casino's Terms and Conditions".

When creating a second account there, I suggested the regulations and I did not find anything that would prohibit the creation of an account in my situation

Dear damjan071,

Did you use the correct personal information when making a registration for your second account? Was all your personal information the same on both accounts?

First name, last name, date of birth, address were the same on both accounts. I'm not sure about the phone number, because I might have had a different number on the old account (because I changed my phone number to a different one 2/3 years ago), but the phone number shouldn't matter

Thank you very much, damjan071, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, damjan071,

I am sorry to hear about your unpleasant experience. Now let's ask Arlekin Casino's representative for details.

Dear Arlekin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his first account been closed? Did he use the same personal data during registration on the disputed account (name, surname, DOB) as in the previous one?

Did he use any bonus on the disputed account, and if not, and the disputed winnings were obtained legitimately, will the casino pay out his remaining balance?

If it suits you better, feel free to use my email address (branislav.b@casino.guru) to reply.

Thank you in advance for providing the information.

Hello Branislav!

All the requested information has been sent to you via given email.

Best regards 

Arlekin Casino. 

Dear Arlekin Casino team,

I replied to your email a while ago.

Could you please look at it and provide me with the requested details?

Hello Branislav!

All the information, requested in your massage, was sent to you.

Best regards 

Arlekin Casino. 

Hello Branislav!

Have you received my email with the requested information, or I should send it again?

Best regards 

Arlekin Casino. 

Greetings all,

I am really sorry for the delay.

Thank you, Arlekin Casino team, for your email and the requested details.

Dear damjan071,

I can see that some of your personal details were the same in both accounts. However, your address was altered in the second account, as well as your email address. Although your winnings were accumulated without an active bonus, it could be a problem with your verification, which is a mandatory process to withdraw any funds from the account.

Can you please provide me with photos of your ID from both sides? What is the exact address on your ID?

Feel free to use my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Hello again Branislav,

The email address is indeed different, but the rest should match. As for the address of residence, the "inaccuracy" may result from the fact that I live in a small town that does not have a post office (it is located in a different town). On one account, I could enter the city of my post office next to the postal code, and on the other, the city of my place of residence, unfortunately I do not remember exactly. I sent photos of the ID Card to the e-mail address provided, you can see it there

Thank you, damjan071, I received your email.

Just letting you know that I am still in contact with the casino representative also outside of this thread, where we are discussing the matter.

Once I have any news or update, I or the casino will inform you about it here. However, it could take a few days.

Thank you for your patience and understanding.

Greetings all,

I am sorry for the delay.

Although I was waiting for some details from the casino and have not heard from them for a longer time, I am extending the timer for casino.guru until Friday. In the meantime, I will discuss the issue internally with my team and will update you with further instructions as soon as we agree on a way forward.

Thank you for your patience and understanding.

Dear Arlekin Casino team,

Thank you for your email and for providing additional details.

After reviewing all the gathered information with the team, the following was agreed upon:

Provided the player registered his disputed account using his real personal information that was registered in his first and closed account (apart from email and city), he was allowed to deposit, play, and win, while did not use any bonus, and his winnings were obtained legitimately - if there is no option how could the casino prove that the personal details were altered during registration and only changed later to the correct one, we do not see a reason for winnings confiscation, and we recommend the casino pay out the disputed funds.

Is the casino please able and willing to reconsider its decision and follow our recommendation?

If there is anything that was overlooked, or the casino knows about facts that could change our position, feel free to inform us. However, if the casino's decision is final and remains unchanged, I am afraid we cannot agree with such a solution, and we will be forced to close the complaint as unresolved.

Hello Branislav!

Yes, we are ready to follow your recommendations and have already contacted damjan071 to specify the payment details for the refund.

As soon as the refund process is completed, we will let you know.

Best regards 

Arlekin Casino. 

I got an email and sent payment details.

Thanks Arlekin Casino for your positive consideration of my case.

And of course, thanks to CasinoGuru - without you guys I wouldn't be able to solve my problem. Thank you.

EDIT. The money has just been credited to the specified payment method

What great news!

Thank you, damjan071, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you very much, Arlekin Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru