SpinHub Casino – generel debat (side 2)

Hello Radka,

Thank you again for replying so quickly. I really appreciate that about Casino Guru — that players are not left alone and that someone actually looks into the matter.

Regarding your question: as I said, I am being accused of having created an account on February 1st, which simply cannot be true. I did not even know this casino at that time. Please do not misunderstand me: I found the casino through AskGamblers, clicked the link on February 21st, and then created my account.

So it is impossible that I created another account there on February 1st. I also asked several questions in the complaint that, logically, should be answered.

To me, the accusation also does not make sense. Why would I allegedly create an account on February 1st, then not play, not deposit, not use any bonus, and do absolutely nothing with it — only to create another account with the same details 20 days later?

I also asked which email address was allegedly used to create this account, because I have never created an account with any email address other than my normal one. It also would not be possible to create two accounts with the same email address, because the system would immediately flag or block that.

Therefore, I respectfully ask the Casino again: which email address was allegedly used for the account created on February 1st? Because if it was not my email address, then the casino would need to prove that I created, verified, used, or had access to that email address.

Best regards

This is now the fifth case I have found online where winnings were confiscated and the account was closed because of an alleged duplicate account.

I am sorry, but at this point it should be clear that this casino appears to be acting fraudulently. In my opinion, there is now far more reason to believe that the casino may be creating or using these alleged duplicate accounts afterwards, rather than believing that at least five different players who opened complaints or shared their experiences online all happened to create duplicate accounts.

This pattern is extremely concerning and cannot simply be dismissed as a coincidence.

I would also appreciate an explanation from the casino regarding this case as well.

Yes, its my case. And only proof what I know, that someone in name Julius created account similar to my. I still don't understand where my fault is. Why was my winnings taken away from me because of someone?

Hello, I understand what you have been saying. I'll be honest with you; it plays little role how similar complaints are handled through different sites, because just as stressed out earlier, the mediators need to see more than just the same IP as proof in our complaint process. Therefore, since we have no idea what has been provided to ask gamblers or anyone else, we cannot use that for a conclusion. That would be guessing, and even though I understand the sentiment, we in our line of work prefer our own findings for one concrete case.

Matej is like a bulldog when it comes to multiple accounts.

I appreciate that you are so open about those doubts, even though it does not matter what I think or believe. I admit you have never sounded like a person who would create more accounts just like that. Obviously, it poses just a risk and no advantage for the future withdrawals. The situation hinges on the casino's ability to prove multiple accounts sharing the same name, credentials, or similar email addresses. IP these days is not even a clue for the mediators, and based on what I saw in the complaint, Matej is asking for more documents to secure the best decision.

All I can say is that we and anyone else are not in a position to find out whether the operator provides, say, fabricated proofs. I'm not sure if even the authority could find out. My colleagues work with every piece of the puzzle, to make sure all documents provided fit the context, every unclarity needs to be cleared out. That's all we can do.

Hello, I'm sorry to hear that. As far as I can say "the casino has provided sufficient evidence showing that multiple accounts were created using identical personal details. While we understand that you maintain that you only created and used one account, the evidence shared with us was detailed and substantial enough that we are unable to dispute the casino’s conclusion. Unfortunately, in situations where identical personal information is linked across multiple accounts, there is very little room for compromise from a mediation perspective."

That's sadly what I've been telling the other player. It's not that we do not believe you or any other player, but we have no way to contradict information from the casino. Did you consider sharing the situation with the regulator? Maybe they will somehow investigate further if players keep reporting the same issues. I honestly have no other tips. 🙁

Hi Radka,

You are absolutely right with what you are saying, and I understand that you cannot always simply believe the player. I know that some players may be angry and then make up all kinds of things.

But in this case, I just find it a bit strange. This casino has only existed for around six or seven months, as far as I know, and then I read about five or six cases where players with higher winnings were allegedly accused of creating duplicate accounts. That just seems unusual to me.

I have had problems with casinos before, but I have honestly never experienced anything like this. I have been playing at online casinos for around six or seven years, so I think this is something that should at least be taken into consideration.

Also, could you please clarify what exactly you mean by "the regulator"? If you mean the Anjouan Gaming Board or the authority connected to the casino’s licence, I have already contacted them, but I have not received any response. To be honest, I do not really expect that I will ever receive a reply from them.

If you have any other contact or a different authority I should reach out to, please feel free to send it to me. I will contact them immediately.

As I said, even if Matej now finds out that the casino is lying, I assume I probably still will not get my money back. But I really do appreciate that you are working so hard for the players and trying to help. That genuinely means a lot and is something I really respect.

Thank you again.