Casitabi Casino - El jugador fue acusado de tener varias cuentas.

I was told I couldn't play any further because there are duplicate accounts. If there are duplicate accounts, why was I allowed to deposit in the first place? I've deposited about $2000.

重複アカウントがあるから全て募集と言われた。そもそも重複してるアカウントがあるなら何故入金をさせるんだ？2000ドルぐらい入金してる。

Dear ponta0807171, 

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? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Please keep in mind that casinos frequently conduct identity checks when the player requests a withdrawal and provides all the required personal information for account verification. It is at this point that the verification system may identify duplicate accounts associated with the same personal details.

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, 

Veronika

My father has passed KYC and is withdrawing money. No two IP addresses are the same.

My address and my father's address are in the same apartment, but different rooms and different households, so it's impossible to have duplicate accounts.

If you have multiple accounts, you should close them when you make your first deposit. It's impossible for me to spend more than $2,000 on a casino trip and then just shut it down and forfeit my winnings.

親父がKYCが通って出金してます。IPアドレスが同じなんてことはない。

俺の住所と親父の住所はマンションは同じだけど部屋が違うし、世帯も違うから重複アカウントなんてありえない。

そもそもアカウントが複数あるなら初回入金の時にアカウントを閉鎖すればいい。俺はカジ旅に2000ドル以上使って初めて勝手それで閉鎖して勝ち金も没収とかありえない。

There are only idiots on a casual trip. I was also responsible for a third party creating an account.

I only found out that I have multiple accounts after applying for a withdrawal, so how should I report it? Also, you say that there are multiple people with the same last name, same address, and same date of birth, but I think the fact that they can create the same account in the first place is a lack of security for Kajitabi. I won't answer any questions here. This casino is closed.

カジ旅はバカしかいない。第三者がアカウントを作った事も俺の責任した。

出金申請して初めて複数アカウントがあることを知ったのに、どうやって報告すればいいんだ？　それに同姓同名、同じ住所、同じ生年月日が複数いると言うけど、そもそも同じアカウントを作れること自体がカジ旅のセキュリティ不足だと思うけど。こっちの質問には何も答えない。このカジノは終わってる。

My sister was also told before that she had multiple online casino accounts, but at that time she kept one account and froze the others.

Why am I freezing everything?

I decided to do this because I don't want to withdraw $3800. That's not fair.

前にも妹もカジ旅で複数があると言われたけどその時は一つのアカウントを残して他のアカウントは凍結した。

何故俺は全部凍結なのか？

3800ドルを出金するのが嫌だからに決まってる。そんなの不公平だ。

Could you please specify if the casino found several accounts of yours with the same name, address, and date of birth?

Or have you been accused of having multiple accounts mistakenly due to your father living in the same apartment building as you do?

Kajitabi is a bit misleading, saying that they have an account with the same date of birth and address as me. Or they say they have an account that looks like it was created by me.

I have only created the first account I have now.

When I asked Kajitabi for the details, she evaded everything.

No matter what I say now, they won't respond.

カジ旅は少し誤魔化してんの私と同じ生年月日、住所のアカウントがあると言っています。　もしくは私が作ったと思われるようなアカウントがあると言っています。

私は最初に作った今あるアカウントしか作っていません。

カジ旅にその詳細をきくと全てはぐらかされてしまい。

今は何を言っても対応してくれません。

Thank you very much, ponta0807171, 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.

Thank you for your support.

よろしくお願い致します。

Hello ponta0807171,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite Casitabi Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Casitabi Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

If Kajitabi had the same address, name, and phone number as me, I asked them to submit documents to prove it, but they told me to let them know if I had a complaint directly with the head office.

It seems that I had registered at another casino in the past with a similar address and name to mine, but the casino temporarily froze it before depositing, and after clearing up the misunderstanding, I am now playing normally.

I knew Kajitabi had multiple accounts, so I made a deposit, and when I tried to make a purchase and withdraw money, it said I had multiple accounts and froze it, so I'm not satisfied with that.

カジ旅にその私と同じ住所、名前、電話場号があるならそれの証明出来る書類を提出を求めたのですが、本社に直接苦情があるなら言ってくれと言われてしまいました。

過去にも私の似たような住所や名前で他のカジノに登録してあったらしくてそれはカジノ側が入金する前に一時凍結して、誤解をといて普通に今はプレイをしています。

カジ旅は複数アカウントがあると知っていて入金させ、買って出金しようしたら複数アカウントがあると言い出して、凍結したのでこちらとしては納得がいかないです。

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.

It doesn't correspond at all

全然対応してくないです

Dear ponta0807171,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I'm extending the timer by another 7 days to see what can be achieved.

I will keep you posted. Thanks for your patience.

Kind regards,

Tomas

Dear ponta0807171,

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 reconsider its position, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you contact the Curacao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. It is not the best licensing authority out there but it has more options and tools to help players.

Let me know how they responded (tomas.k@casino.guru). I wish I could be of more help.

Best regards,

Tomas