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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone in your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

No, the second account is excluded. I completed verification about a week before this incident and there were no problems whatsoever. I only played slots. And yes, the winnings were a bonus, but they were wagered fairly, so there shouldn't have been any issues. If needed, I can upload screenshots of the correspondence with support and look for deposit receipts—there were 8 or 9 of them in total.

Нет, вторая учётная запись исключена. Верификацию прошел как раз примерно за неделю до этой ситуации и ни о каких проблемах и речи не было. Играл только в игровые автоматы. А выигрыш да, это был бонус но справедливо отыгранный и проблем быть не должно было. Могу если нужно догрузить скрины переписки с поддержкой и поискать квитанции депозитов их 8 или 9 всего было

Thank you very much for your reply, TheKiron. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi TheKiron,

Thank you for your cooperation.

Unfortunately, we won't be able to proceed further with this complaint. After careful consideration and reviewing all available information, we believe the casino accused you of using multiple accounts because two accounts were accessed from one device. From a compliance perspective, this directly falls under the rule prohibiting sharing an account or granting access to third parties.

In practice, one device should mean one user. Logins are remembered, sessions are stored, and devices create persistent digital identifiers. Once two accounts are accessed from the same device, the casino cannot distinguish whether the second person simply logged in independently or was granted access by the original account holder.

And this is exactly the issue: it becomes technically impossible for a player to prove that access was not granted to a third party once the same device is used.

Casinos do not need to prove collaboration beyond that technical link. The shared device itself creates a justified compliance concern under their anti-abuse and risk management rules.

I fully understand that from your personal perspective you see two separate individuals. However, from a regulatory and fraud-prevention standpoint, the casino’s position is considered justified once that device link exists.

For this reason, and after reviewing everything carefully, we are not in a position to challenge the casino’s decision further, and we must close this complaint.

I am truly sorry that this is not the outcome you were hoping for.

Kind regards,

Kristina

Casino.Guru