I gor birthday gift (bonus) from them i got 6550€ and they voided my win….
I never has bonus
They said that i used another account which i dont know for i have brother who played in casino grand mondial but its his acc i dont have 2 accs requirements was i have just to roll games and i deposited 50€ on their request which i do and after that they just sent me back 50€, voided win and locked account
That could be it, then.
If you play from the same location and another account shares your address, the impression that you are a bonus hunter usually becomes stronger. Some traditional casinos still view using the same IP as suspicious behavior.
We, on the other hand, understand that such things may happen naturally without following a bad intention. It is a simple fact that some members of the same household unknowingly play in the same casino.
However, in our opinion, if multiple accounts are detected, the casino should always be able to determine whether each player received an unfair advantage over the casino. Additionally, based on your complaint, it appears that you have not claimed any bonuses, which, in my opinion, pretty much rules out any advantage over the casino.
In any case, filing the complaint was the correct thing to do, and I am curious to see how it develops and what kind of response the casino representative will provide.
I would like to know if your brother's and your own accounts were both fully verified. Can you tell, please?
just mine account was fully verified after i did withdraw they wanted my id which i provide after that they wanted my birth certificate i provided all information they wanted and after that they closed account and void winnings i really want my 6550€ to be withdraw i lose a lot of money but when i win they void… why they didn’t verify profile at deposit 😂 im waiting till 20 september they just waste my time
Thank you. It is very likely that you have not passed the KYC in the end. To me, it almost sounds like the account was closed as a result of you providing the personal documents. Which means we are still dealing with your brother's account. Speaking of which, has his account been verified, please? Can he still access his account?
You know, casinos usually do not verify accounts sooner simply because players need to follow casino rules all the time, and since one of the well-known rules says that each person may register only one account, the managers take it as fairly clear information. So, if you break this rule, there is very little to explain. Your case, however, brings back the interesting topic. A handful of players would prefer to verify their accounts immediately after the account registration to prevent later KYC complications. It is always important to prove the second account belongs to the same person and was created to gain the aforementioned unfair advantage.
The way I see it though, some casinos skip such investigations and move directly to the account closure and winnings confiscation.
The complaint will reveal more, I'm sure.
He has access to his account i got email that i passed kny all approved by them
So, do I understand correctly they will pay you your money, right?🤔
No they wont they dont want to withdraw me money… im waiting from 20. September
Sorry then. I have misunderstood you then.
We are still waiting to see how your complaint will unfold, so hopefully soon we'll be able to see some movement there.
We'll wait for any updates.
Ok thank you!
They dont respond and done want to withdraw me…
Perhaps the problem is pretty clear from their perspective; hence, they feel little need for further communication. In any case, it has not ended for us yet. I bet the casino representative will soon be asked to provide further evidence supporting his stance. Just try to hold on, Dominika will take care of you.
I imagine it is frustrating, just for now, stay patient.
They responded on complainmant but i didnt have multiple accounts and bonuses… i got by post from them to play for birthday…
I had the same feeling while we've been chating here. I believe this is specifically the part we need to clear out in the complaint.
I remember I thought that considering especially birthday bonuses as a subject of bonus hunting was pretty weird, because the way I understand this kind of bonus, the point is to offer the bonus to every player with an account on his birthday.
The way I understand it though, the casino representative is not very fond of cooperating through the complaint anymore, mentioning "the nature of the communication with our risk management department regarding pursuit of legal action". Contacting the eCOGRA is the suggested step.
What do you make of it all?
Yeah they don’t want to withdraw me my winning which they sent to me why they sent me bonus for birthday if i had 2 accounts they just made reason to void winning so very undeployable casino i sent all my documents while i withdraw while i played i deposited 50€ because of their request this was request to continue playing and faster rolling out bonus after all they approved my documents for withdrawing and they "found" reason that i used 2 account which i dont know for… if i used 2 accounts then why they sent me a gift by post why they wanted to deposit 50€ before withdraw why they let me play on their site whole time then? And they dont have right answer then they say "contact ECOGRA"
why they approve my documents then? And asking me for a birth certificate so? Stoling information and documents, spending time for void winnings which i got from them for birthday to play FOR FREE THEY WRITE ON PAPER LOGIN TO OUR CASINO ON YOUR BIRHTDAY it’s very simlle to say contact ECOGRA and complain with them… im going to contact them… When you deposit is ok when you need to withdraw its voided so close acc in start or ask for all documents at start? And dont let players any bonuses if you wanna scam them and dont wanna pay if they win but for them is good if they lose money but when they have to withdraw its difficult situation for them so dont scam players and send them promotions and bonuses for BIRHTDAY…. Very very bad site impolite, scammers.
As I always say, it is very difficult to compare deposits and withdrawals. You should remember that a deposit is completely up to you and does not require verification, regardless of whether you add the money to your casino account or not. A withdrawal, on the other hand, needs to meet some kind of requirement in order to be processed.
Additionally, respectable casinos close accounts as soon as they are certain that the player has unquestionably broken the rules and abused these to gain an unfair advantage over the casino and its odds. Therefore, it is regrettable that the casino does not take advantage of the chance to demonstrate their actions.
I think getting in touch with eCOGRA might seem like a strange turn of events, but I am happy you gave it a shot. The goal is to alert its official authorities, who may then, after conducting an investigation, mandate that the casino behave differently. which, since we are not the official authority, we are unable to do directly. I hope the meaning is clearer now.
Let me know how they approach your situation, please.
Cursos educativos, profesionales y gratuitos para empleados de casinos online que tienen el objetivo de hacer un repaso de las buenas prácticas de la industria para mejorar la experiencia del jugador y ofrecer un enfoque justo de los juegos de azar.
Hemos puesto en marcha esta iniciativa con el objetivo de crear un sistema global de autoexclusión que permitirá que los jugadores vulnerables bloqueen su propio acceso a los sitios de juego online.
Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
