FavoritoBet Casino - La cuenta del jugador ha sido cerrada.

Dear Sir or Madam,

I recently registered at this casino and also deposited with a bonus.

I uploaded the documents required for verification.

Unfortunately, the documents have remained pending until now.

I contacted the casino, and their response was that they have to check as a duplicate is allegedly suspected.

This should not be possible.

I then attempted to make a withdrawal on 11/24/2024, and on 11/25/2024, I received an email stating it was canceled due to a duplicate, and now I can no longer log into this casino.

Sehr geehrte Damen und Herren

Ich habe mich vor kurzem bei diesen casino registriert und auch eingezahlt mit bonus.

Habe Dokumente zur Verifizierung hochgeladen die verlangt worden sind .

Leider standen die Dokumente bis dato auf pending.

Habe mich mit diesen casino in Verbindung gesetzt und die Antwort war sie müssen prüfen da angeblich Duplikat vermutet.

Dies kann aber gar nicht möglich sein.

Habe dann versucht eine Auszahlung vorzunehmen am 24.11.2024 und am 25.11.2024 kam eine Mail wurde storniert da Duplikat und somit kann ich mich auch nicht mehr in diesen casino einloggen.

Dear melaniebonicke,

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?

• Was your account previously verified?
• 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

Dear Melanie,

Thank you for reaching out to us. We would like to inform you that our platform does not permit any violations of our Terms and Conditions (T&C). Based on our review, we have determined that a breach of the rules occurred, and we have evidence to support our decision. These details have already been shared with you, and we will now also provide them to the CasinoGuru team for further transparency.

Your claim that you used two devices on one account is not accurate, as we have identified two separate accounts linked to your IP adress, which constitutes a violation of our rules.

If you have any further questions or require clarification, please feel free to contact us.

Kind regards

FavoritoBet Team

Email has been sent to petronela.k@casino.guru.

Thank you

I can tell him again and again that I did not create a duplicate account.

Then I would like to have proof from you as to when and on which day I should have created the duplicate.

You can also clearly see from the reviews of other users that I am not the only one affected by the alleged duplicate.

I ask you to provide proof that I did create a double account in this casino.

Ich kann ihn immer wieder sagen ich habe kein Doppelaccount erstellt.

Dann möchte ich gerne von Ihnen den Beweis wann an welchen Tag ich doch das Duplikat erstellt haben soll.

Man kann ja auch in den Bewertungen der anderen User deutlich herauslesen das nicht nur ich mit dem angeblichen Duplikat betroffen bin.

Ich bitte darum mir zu beweisen das ich doch in diesen casino Doppelaccount erstellt haben soll.

Dear melaniebonicke,

Thank you for your response. I understand your frustration regarding this situation and appreciate the time you’ve taken to share your concerns.

To help us investigate your case thoroughly and resolve it as quickly as possible, we need a bit more information from you. Could you kindly address the following questions, as they remain unanswered from our previous communication:

• Is there any chance that someone else in your household or a neighbor might have created an account using the same IP address, device, or even your email address?
• Was your account fully verified before the issue occurred?

We will continue to communicate with the casino on your behalf. Rest assured, we will do everything we can to ensure a fair outcome.

Thank you for your cooperation.

I can tell you that I recently registered with bru and made a deposit straight away.

The only thing I did was log into this casino with different smartphones.

I would like to know when I should have created the duplicate?

I already asked the casino that but unfortunately I didn't get an answer.

And according to the reviews on the Internet, I am not the only one who is accused of being a duplicate.

We only have an elderly couple here and no other neighbors.

Ich kann Ihnen sagen ich habe mich vor kurzem bru registriert und auch gleich eingezahlt .

Das einzige was ich getan habe mich mit verschiedenen Smartphones in dieses casino eingeloggt .

Mich würde gerne mal interessieren wann ich doch das Duplikat erstellt haben soll?

Das habe ich auch schon das casino gefragt aber darauf bekam ich leider keine Antwort.

Und laut der Bewertungen im Internet bin ich ja nicht die einzige die ein Duplikat vorgeworfen wird.

Nachbarn gibt es bei uns hier nur ein altes Ehepaar ansonsten keine weiter .

Dear melaniebonicke,

We have received evidence from the casino indicating that two accounts were created, which unfortunately violates the casino’s rules. Additionally, both accounts utilized bonuses, making it even more challenging to negotiate a resolution.

I understand that this might have been unintentional, perhaps due to logging in from two different smartphones, and I truly empathize with your situation. However, given the circumstances, it’s very difficult for us to assist you further.

If there’s any additional information I may have missed or if there's more context you'd like to share, please let me know. Unfortunately, based on the current information, I’m afraid I will have to classify your complaint as unjustified.

I sincerely wish I could do more to help, and I truly appreciate your understanding in this matter.

Yes, but why do they then block the login to the casino? I can't understand whether I should have created two accounts. And that's exactly what raises questions for me.

If I have two accounts with the same email address then the casino is not reputable... because normally I can only register in a casino once with the same email address. So now I would like an answer to this question.

And I still maintain that I did not open a second account.

And that is why I will now contact the relevant licensing authority because this is about 1000 euros, it is my right to do so.

Ja aber warum sperrt man dann das login zum casino denn so kann ich nicht nachvollziehen ob ich zwei Konten erstellt haben soll.Und genau das stellt für mich fragen auf.

Wenn ich doch zwei Konten habe mit der selben Email Adresse dann ist das casino nicht seriös ...denn normalerweise kann ich mich in einem casino nur 1 mal mit der selben Email Adresse anmelden.So nun möchte ich gerne auf diese Frage eine Antwort.

Und ich bleibe der Meinung das ich kein 2 account eröffnet habe.

Und deswegen werde ich mich nun an die dazugehörige Lizenz Behörde wenden denn es geht hier um 1000 Euro ,das ist mein gutes Recht dies zu

Hi melaniebonicke,

Thank you very much for submitting your complaint.

I’m truly sorry to hear about the difficulties you’ve been experiencing, and I understand how frustrating it must be to deal with account issues, especially when you’re hoping for a fair resolution. Unfortunately, after thoroughly reviewing your case, we have to mark your complaint as rejected and unjustified based on the evidence provided by the casino.

The casino has provided us with solid evidence showing that multiple accounts were created, and we’ve also discovered that, even with Casino.Guru, you currently hold two active accounts under different email addresses. These accounts are being used simultaneously, which violates the terms and conditions of many online casinos. While we at Casino.Guru do not have an issue with you holding multiple accounts with us, online casinos do have strict policies regarding this matter.

I understand that this may not have been your intention, but I strongly encourage you to review your devices to ensure that you are only accessing online casinos from one device at a time. It’s also important to verify that you do not have existing accounts with any online casino before creating a new one. This will help avoid any confusion or issues down the line.

I know this situation is far from ideal, and I genuinely empathize with your frustration. If you need any further assistance or guidance regarding online casinos, please don’t hesitate to contact us again. We’re always here to help.

Thank you for your understanding, and I hope this explanation helps clarify the matter.

Petronela

Casino.Guru