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I have been playing this casino for some time, there has never been a problem with withdrawals and deposits. Now, when I won a bigger amount, my account was blocked with the fact that I have more accounts on one IP address, which is true, but the account is a friend and everyone plays on their device, but they are not interested. My account has been blocked and money is being lost to the casino ..

Toto casino uz hraju nejakou dobu nikdy zadny problem s vyberem a vkladem nikdy nebyl. Ted kdyz jsem vyhral vetsi castku tak mi byl ucet zablokovan s tim ze mam pry vic uctu na jedne IP adrese coz je pravda ale ucet je pritelkyne a kazdy hrajem na svem zarizeni ale to je pry nezajima. Ucet mi byl zablokovan a penize propadaji casinu..

Dear Jan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your girlfriend share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you, or your girlfriend profited from any promotional offers?

I have checked general terms and conditions 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."

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Yes, my girlfriend played on the same IP address but on a different device, we don't share anything else just the IP, they stopped communicating with me. When I chose smaller amounts or never deposited any problem, I did not always have money on my account within 24 hours. We used the bonus to deposit 100%

Ano moje pritelkyne hrala na stejne IP adrese ale na jinem zarizeni, nic jineho nesdilime jen IP , uz se mnou prestali komunikovat. Kdyz jsem vybiral mensi castky nebo vkladal nikdy zadny problem nebyl vzdy sem mel penize na uctu do 24h.Vyuzile jsme bonus ke vkladu 100%

Thank you very much, Jan, for your reply. Please understand that in the majority of casinos opening more than one account from one IP address, or household is strictly forbidden, especially if promotional offers are being redeemed as well.

Do I understand correctly that you have both profited from a Deposit bonus? Please check the following rule https://casinoin.io/agreement?lang=en:

"The Company reserves the right to exclude from Promotions any participant and to ban use of Company Website if the Company considers that a Client has tried to enter by using more than one accounts or engaged in any fraudulent or illegal activity (including activity that violates domestic laws) whether or not the Client would or might won a prize. The Company reserves the right to delete accounts and refuse to pay bonus/prize or other incentives of Promotions if the Client used multiple entries/accounts."

Yes, we both took advantage of the deposit bonus, but it's been a year back since I deposited and withdrew, and there was no problem.

Ano oba jsme vyuzili bonus ke vkladu ale to uz je tak rok zpatky od te doby jsem vkladal a vybiral a zadny problem nebyl.

One last thing please, could you advise when both accounts have been created? 

So a year back I wasn't wrong. I was registered on September 3, 2020, Girlfriend on October 2, 2020. I can easily send the casino verification of my girlfriend such as selfie, ID card, credit card, etc. Since the casino does not communicate with me, it is not possible.

Tak rok zpatky to neni spletl jsem se. Ja jsem byl zaregistrovany 3. Zaří 2020, Přítelkyně 2. Října 2020.Klidně můžu casinu poslat ověření mé přítelkyně jako je selfie , občanku , kreditku atd. Jelikož se mnou casino nekomunikuje tak to není možné.

Thank you very much, Jan, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Děkuji

Hello Jan.

Could you please confirm that both of you completed KYC? (know your customer - procedure before withdrawal)

Did your girlfriend withdraw money from the casino before? Are you two always playing from one place (same IP) or playing from different IP?

It is always good to let the casino know that two or more people would like to play from the same IP and let the casino approve it.

I believe that you can easily prove that you and your girlfriend are two real independent persons. By playing in the same casino, none of you got an unfair advantage.

I would like to invite a casino representative into the case. Please, tell us how we can help Jan and his girlfriend.

Hello,

I regret to inform that the Security department has detected other matches apart from the same IP, therefore both accounts were blocked according to the company's T&Cs:

1.4. 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 kindly provide an email where we can provide evidence to prove the violation of our company's T&Cs.

Kind regards.

It's bullshit we played on the same IP address, not on the same device, if so, give proof.

Je to blbost hrali jsme na stejne IP adrese ne na stejnem zarizeni , pokud jo uveďte důkaz.

And why, if there was a problem, you still had to deposit and withdraw, and if it's a larger amount, then it's a problem.

A proč tedy jestli tam byl nějaký problém tak vy jste si nechali stale vkladat a i vybirat a kdyz je to větší částka tak je hned problem.

Dear casino representative.

Could you please send me supporting evidence to matej@casino.guru

Thanks.

Hello,

The requested information has been provided.

Please kindly advise if you have any additional questions.

Dear casino representative.

We need more information about this case.

I sent you an email - could you please check it?

Hello,

The requested information was provided, could you please check it out?

Thank you.

After checking the evidence provided by the casino, we believe that Jan and his girlfriend breached the casino terms and condition. From the evidence, it is clear that they were not sharing only the IP address.

Unfortunatelly Jan, in such a case, the casino has the right to void your winnings.

So let the casino explain to me why they had deposited and withdrawn when they were smaller amounts and did not block me right away.

Tak ať mi casino vysvetli proc si nechali vkladat a vybirat kdyz to byli mensi castky a nezablokovali mě hned.

It's simple, for smaller amounts, casino no need to make a deep verification process. For smaller transaction making deep checks is very costly ineffective, so there are certain rules in place. Usually, when a cumulative withdrawal of player exceeds ~€2300, the casino must do a deep check.

In your case, the problem is that casino has solid evidence that you and your girlfriend not only occasionally play from the same IP address but more likely share the devices.

In such events, the casino cannot identify who was playing, resulting in voiding winnings. I am sorry. For the future, each of you should play only from his device and if you would like to play from one place (address, IP address), ask the casino first if the casino will allow you to do this. Some casinos may disagree, some may ask you to do KYC first, or some may restrict bonuses on one of the accounts. But it is always right to ask the casino for approval before your partner creates an account.

Because Jan didn't reply and because the casino has solid proofs (as we explain above), we decided to close the complaint as unjustified.