Casinostars - La cuenta del jugador ha sido cerrada por presunta duplicación.

Hello, I won in the following casino: Casinostars.

I deposited €200 and selected a 100% wager-free bonus.

After achieving a good win, I wanted to withdraw and completed the verification process.

Then I received an email accusing me of having a duplicate account, and my account was closed.

This is outrageous. Other people should know about this scam so that no one deposits money there anymore.

Hallo ich habe in dem folgenden Casino gewonnen: Casinostars

Ich hatte 200€ Eingezahlt und einen 100% Bonus Wagerfree ausgewählt.

Nachdem ich einen guten Gewinn hatte wollte ich auszahlen und habe mich Verifiziert.

Hatte dann eben die Mail das mir Doppelaccount vorgeworfen wird und mein Account wurde geschlossen.

Das ist eine Sauerei. Andere Leute sollten von diesem Betrug erfahren damit dort niemand mehr Geld Einzahlt.

Dear marinaserk,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is it possible that you had an account at this casino in the past?
• When did you create your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, no I live alone and I have never had an account at Casinostars before, I opened the account on

Created on 23.09.2024.

If you have any further questions I will answer as quickly as I can.

Hallo, nein ich lebe alleine und ich hatte vorher noch nie einen Account bei Casinostars, das Konto habe ich am

23.09.2024 erstellt.

Falls Sie noch mehr Fragen haben Antworte ich so schnell wie ich kann.

Thank you for your reply, marinaserk. That is very interesting because there is another complaint that looks exactly like yours. Not only messages and issues are almost the same, but even the time of submitting both complaints and your replies match:

https://casinoguru-en.com/casinostars-player-s-account-has-been-closed-for-duplicate

Please clarify.

Hello Kristina, I don't know who ProfiAngler is and why you call me that. As you can see my name is marinaserk, maybe you made a mistake in the post?

Apparently ProfiAngler has the same problem, which would mean that my problem with the casino affects not only me, but others as well.

I would be very grateful for your continued support.

Hallo Kristina, ich weis nicht wer ProfiAngler ist und wieso Sie mich so nenne. Wie Sie sehen können ist mein Name marinaserk, möglicherweise haben Sie sich im Beitrag vertan?

Scheinbar hat ProfiAngler das gleiche Problem, was bedeuten würde, dass meine Problematik mit dem Casino, nicht nur mich, sondern auch andere betrifft.

Über Ihre weitere Unterstützung würde Ich mich sehr freuen.

I apologize, I was reviewing both cases at the same time, and I fixed the name. Thank you.

Thank you very much, marinaserk, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you marinaserk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinostars for their help in resolving this complaint. We would like to ask if you can provide evidence of multiple accounts to my email. (peter.c@casino.guru)

Thank you!

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.

Hi Peter,

We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.

Casinostars Team

Dear Casinostars representative, you can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter C.

We have shared information regards this case in a Skype group with other Casino.Guru members.

Casinostars Team

Thank you for the update Casinostars representative.

Dear marinaserk, Just letting you know that there is an ongoing communication between me/casino.guru and the casino outside the thread, where we are discussing several linked cases, including yours. In the meantime, I have a question for you.

Can you please somehow rationally explain to us how it is possible that there are several accounts at Casinostars Casino (including your disputed account) where some of the data and play style (even bet amounts and games played) match, with at least 4 of these accounts that have registered with the casino within a very short period of time also filed complaints on casino.guru with Casinostars in over the course of a few days in a row? Is it not a big coincidence?

There is a relation/connection between the linked accounts or the owners of these accounts, and we would like to know what relation we are talking about.

Thank you. Looking forward to hearing from you.

Dear marinaserk,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.