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Good Morning,

I have 2500CHF in Casinoin's account.

The casino then said that I already have an account with my email address and that I have created another account with my mobile phone number. Deposits with both accounts were accepted.

With the email account I deposited around CHF 1000 and never won anything. With the account of the cell phone number I deposited 600CHF and won 2500CHF.

For three days I have not received an answer about what happened to my credit. I had the email account closed at the time, so I didn't have two active accounts at the same time.

The casino has a very positive reputation and is very popular with players. So I would be happy if we can find a quick and joint solution and you pay me the money.

It was not played with any bonus or free spins.

Thank you Casino Guru for your support.

Basel09

Guten Morgen,

ich habe auf dem Konto von Casinoin 2500CHF.

Das Casino meinte dann dass ich bereits ein Konto mit meiner Emailadresse habe und ich ein weiteres Konto mit meiner Handynummer erstellt habe. Einzahlungen mit beiden Konten wurden akzeptiert.

Mit dem Email Konto habe ich rund 1000,- CHF einbezahlt und nie etwas gewonnen. Mit dem Account der Handynummer habe ich 600CHF einbezahlt und 2500CHF gewonnen.

Seit drei Tagen erhalte ich keine Antwort, was mit meinem Guthaben passiert. Das Email Konto habe ich damals schliessen lassen, also hatte ich keinen zwei aktiven Konten zur gleichen Zeit.

Das Casino verfügt über eine sehr positive Reputation und ist bei den Spielern sehr beliebt. Daher würde ich mich freuen, wenn wir eine schnelle und gemeinsame Lösung finden können und sie mir das Geld ausbezahlen.

Es wurde mit keinem Bonus oder Freispielen gespielt.

Besten Dank Casino Guru für Eure Unterstützung.

Basel09

Dear Basel,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://casinoin.io/agreement?lang=en:

"You are allowed to have only one Client Account on this Website. If

You attempt to open more than one Client Account, all accounts You

try to open may be blocked or closed. Only one Client Account for each

household, device, IP address, financial instrument is allowed.

Company may perform additional security checks in order to detect

multiple accounts."

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened two separate accounts from the same IP address. This has been recognized by the casino as breaching T&Cs and your active balance was confiscated. Unfortunately, there is not much I can do for you in this case. If there is any additional info you would like to share with me, please do not hesitate to contact me, otherwise I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hello, the other account was closed at the time. So there was only one active account.

Kind regards

Thomas

Hallo, das andere Konto war aber geschlossen zu dem Zeitpunkt. Also es war nur ein Konto aktiv.

MFG

Thomas

Hello,

When and why was the first account closed?

I closed the account at my own request. So no other reason. Thus, only one account was active during the game. Nobody has contacted casinoi for a week. But they accepted my deposits over CHF 600. As well as the deposits of around € 1000 with the first account. Can you inquire about casinoi? They have a very good reputation! Thank you for your support

Ich hatte das Konto auf eigenen Wunsch geschlossen. Also kein anderer Grund. Somit war während dem Spiel nur ein Konto aktiv. Keiner meldet sich von casinoi seit einer Woche. Meine Einzahlungen über 600chf haben sie aber akzeptiert. Sowie die Einzahlungen über rund 1000€ mit dem ersten Account. Können sie casinoi anfragen? Die haben ja eine sehr gute Reputation!!! Danke für ihre Unterstützung

Do I understand correctly that you have deposited in your second account CHF 600? How much was the balance in your first account when you requested it to be closed? How long ago it has been?

Hello, It was about three weeks ago that the first account with the email address was closed.

I paid 600CHF into the second account via mobile phone number. Now there was still CHF 2550 in the account. The support has closed the account and wanted to contact me.

Nobody has contacted me to date.

I don't get it, the casino has a very good reputation.

Kind regards

Basel09

Guten Tag, die schliessung des ersten Kontos mit der Email Adresse, war ca. drei Wochen her.

Auf dem zweiten Konto via Handynummer hatte ich 600CHF einbezahlt. Jetzt waren noch 2550CHF auf dem Konto. Der Support hat das Konto geschlossen und wollte sich bei mir melden.

Bis heute hat sich keiner bei mir gemeldet.

Ich verstehe das nicht, das Casino hat eine sehr gute Reputation.

MFG

Basel09

Have you activated any bonus when depositing funds into your second account?

No, I played without bonus money.

Kind regards

Basel09

Nein ich habe ohne Bonusgeld gespielt.

mfg

Basel09

Dear Basel,

Unfortunately, we’re not in position to help you. You knowingly, not by accident, opened another account even if the terms and conditions clearly state that a player is allowed to have one account only. I would strongly recommend to reactivating any old accounts in the future instead of creating new ones as this will be considered in majority of casinos as multiple accounts, even if only one account is active at the time.

Meanwhile, you could check our article regarding "Duplicate Accounts" for more information https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts:

"In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

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. If a player wins something on one of their duplicate accounts, the winnings are generally annulled. In some cases, the initial deposits might be returned to the player if the casino believes the duplicate account was created by accident."

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. Thank you.

That means the casino is allowed to accept deposits from two accounts? Un confiscate the winnings and deposits? Isn't that unjustified enrichment and criminal?

I understand that the casino can cancel the winnings, but then I expect the 600CHF deposit back. Especially since the account was closed at my request. Only one account was active at any one time.

So no two. I ask you to support me in this case. Thank you

Das bedeutet das Casino darf Einzahlungen aus zwei Konten akzeptieren? Un die Gewinne sowie Einzahlungen beschlagnahmen? Ist das nicht ungerechtfertigt Bereicherung und Kriminell?

Ich verstehe dass das Casino die Gewinne streichen kann, dann erwarte ich aber die 600CHF Einzahlung zurück. Zumal das Konto auf meinen Wunsch geschlossen wurden. Es war zu jederzeit nur ein Konto aktiv.

Also keine zwei. Ich bitte Sie mich in dem Fall zu unterstützen. Danke

I see your point but bear in mind that you knowingly breached the rule regarding one account per player. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck.

It wasn't knowingly !!! I don't even think that the account via mobile phone number was praise, I only received an SMS of the registration later. Therefore certainly not knowingly !!!

Es war nicht wissentlich!!! Ich glaube nicht mal dass das Konto via Handynummer Lob war ich habe eine sms der Registrierung erst später erhalten. Daher sicher nicht wissentlich!!!

Hello Tommy,

I looked at your complaint and will do my best to help you. I would like to invite Casinoin into this conversation. Is it possible to get back player's deposit, please?

We would like to ask the Casinoin to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comment from Casino

"Hello,

Once again I am sorry for the late reply from our casino (I've already explained the reason to Casino Guru team).

Please kindly be advised that the deposit of the customer has been successfully refunded from our system but still it requires some time for processing on the payment provider side. Unfortunately, the rest of the funds can't be reimbursed since the T&Cs were violated related to registering multiple accounts in the system."

Dear Tommy,

please let me know when you'll receive your deposit.

Good evening Casino Guru team, thank you for your support.

To date I have not received anything.

Kind regards

Basel09

Guten Abend Casino Guru Team, danke für Eure Unterstützung.

Bis heute habe ich noch nichts erhalten.

MFG

Basel09

Dear Tommy,

Casino stated that payment requires some time for processing so give it some time and let me know when you'll receive your winnings.

Hello, I have received 507CHF. But there is still around 103CHF missing.

I ask the casino to refund this as well. Thank you very much

Guten Tag, 507CHF habe ich erhalten. Es fehlen aber noch rund 103CHF.

Ich bitte das Casino diese auch zurück zu erstatten. Besten Dank

Hello,

I have checked and see that those transactions were successfully refunded. Generally refunds take up to 7 business days to be processed and credited to the bank card. As I see 7 working days have not passed yet, so it may need some more time.

If funds are not credited by Thursday, please provide a bank statement which shows that funds were not credited during the last 7 business days and I'll forward it to the payment provider to check.

Thank you.

The case can be closed. The deposits were refunded.

thank you for your support casino guru team !!!

Der Fall kann geschlossen werden. Die Einzahlungen wurden rückerstattet.

besten Dank für eure Unterstützung casino Guru Team!!!

Dear Tommy,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru