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They confiscated my withdraw due to an duplicate account?

my girlfriend has her own account and we live on the same adress so she also has an account. and there for they confiscated my winnings of 3350 Euro's!

i have checked their Terms and services and it states no where that they can do that

Dear cdcatal,

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.

• Which account was created as the first one, yours or your girlfriend's?
• Has your account been previously verified, and have you received any winnings from this casino?
• Do both you and your girlfriend use separate devices when accessing the casino website?

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

Which account was created as the first one, yours or your girlfriend's? : Mine was first made

Has your account been previously verified, and have you received any winnings from this casino? : yes mine account is fully verified and i did not receive any winnnings before

Do both you and your girlfriend use separate devices when accessing the casino website? : no we use the same computer

Hi cdcatal,

The current situation is far from ideal. I acknowledge that you established and verified your account first, but accessing the casino from the same device raises a significant concern for any gambling establishment.

• Could you please clarify if both you and your girlfriend utilize separate payment methods for depositing funds into your respective accounts?
• Additionally, could you specify the types of games you both engaged in—whether it was live casino games, slots, or sports betting?
• Furthermore, were your winnings accrued with the assistance of a promotional offer? If so, could you provide details on the specific promotion involved?

Thank you.

1: yes we both have used different deposit account we never used the same one.

2: it was live blackjack on Evolution.

3: No i only deposited thru my credit card and did not received any bonuses or promotions

Thank you very much, cdcatal, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi cdcatal,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Paradise Play Casino to join this conversation and share more information regarding the case.

Could you please explain why the player's winnings were confiscated and which specific term in your T&C was violated?

Thank you.

Best regards,

Tomas

Casino.Guru

We would like to ask the casino 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’ which may negatively affect its rating.

Dear cdcatal,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Since the casino operates under the Costa Rica license which doesn't have the option to file an official complaint with the licensing authority, I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru