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I played at the casino in May and won EUR 571. Then I received an email that someone from my area with the similar IP address had also used the bonus and for this reason the casino closed my account and only paid the deposit amount (100 EUR) to my bank account. I tried to explain to the casino that it wasn't fair to confiscate the money and close the account just because someone with the same address was playing in the same casino. I don't know the person and it just has to be a coincidence. Can it be helped?

Ich habe im May im Casino gespielt und 571 EUR gewonnen. Danach habe ich eine Email erhalten, dass jemand aus meinem Gebiet mit der ähnlichen IP-Adresse auch den Bonus genutzt hat und aus diesem Grund hat das Casino mein Konto geschlossen und nur den Einzahlungsbetrag (100 EUR) auf mein Bankkonto bezahlt hat. Ich hab versucht dem casino zu erklären, dass es nicht fair ist das Geld zu konfiszieren und das Konto zu schließen nur, weil jemand mit der ähnlichen Adresse in dem selben Casino gespielt hat. Ich kenne die Person nicht und das muss einfach ein Zusammenfallen sein. Kann man da was machen?

Dear Isatta,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

If there’s any relevant communication between you and the casino, 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

No, I would definitely know that. I sent you the communication with the casino.

Nein, das würde ich bestimmt wissen. Die Kommunikation mit dem Casino habe ich Ihnen geschickt.

Thank you very much, Isatta, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Isatta,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Wirwetten Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Wirwetten 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Isatta,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the IBAS - Alternative Dispute Resolution service (https://www.ibas-uk.com/consumers/register-with-ibas/) register, and submit a complaint to them. It may have better options and tools to help players. Please let me know if you need help with filling the form or how the IBAS responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter