Casinoin - La cuenta del jugador ha sido cerrada y los fondos han sido confiscados.

Hello.

I have a problem with this particular casino. I have been using it for quite some time and have made many withdrawals without any problems. Suddenly one day about two weeks ago I won 31,500.03 euros. They closed my account without any notice and beyond that the excuse was that there was a multiple account detection which is not valid simply the other accounts were of friends who came to play together and they simply created the account on the same IP as my account. I would like your help to reopen the account just to withdraw the money I won. Thank you very much for your time. I would like to find a way out and get the money because it is not a little and it is what I have.

Γειά σας.

Έχω ένα πρόβλημα με το συγκεκριμένο καζίνο.Το χρησιμοποιώ αρκετό καιρό και έχω κάνει πάρα πολλ΄ες αναλήψεις χωρίς κανένα πρόβλημα.ξαφνικά μια μέρα πριν δύο βδομάδες περίπου κέρδισα 31.500,03 ευρώ.Μου έκλεισαν τον λογαριασμό χωρίς καμία ειδοποίηση και πέρα αυτού η δικαιολογία ήταν ότι έγινε ανήχνευση πολλαπλών λογαριασμών το οποίο δεν ισχυεί απλά οι άλλοι λογαριασμοί ήταν φίλων που ερχόντουσαν να παίξουμε μαζί και απλά έφτιαχναν τον λογαριασμό στην ΄ίδια ip με τον δικό μου λογαριασμό.Θα ήθελα την βοήθεια σας για να ξανά ανοίξω τον λογαριασμό μόνο για να κάνω ανάληψη τα λεφτά που κέρδισα.Σας ευχαριστώ πολύ για τον χρόνο σας.Θα ήθελα να βρεθεί μια άκρη και να πάρω τα λεφτά γιατί δεν είναι λίγα και είναι οτι έχω.

Dear grecoex,

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.

Did you and your friends use the same device?

Did you play casino games or bet on sports?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello again.

Thank you for responding and helping me on this matter. I would like to answer your questions.

1.Yes, my friends and I played from the same computer that we put on a big screen or from different phones but on the same IP.

2. I was always gambling, we played casino games, I was never interested in sports betting.

3. I would like to mention, as I said in my complaint, that they did not inform me of anything, let alone about the kyc and the closure of the account. I always sent messages with good intentions and without offending anyone, and they always responded to me with indifference or did not respond at all.

4. The winnings were pure without bonuses. I put money in my pocket like every time and I just happened to win so much money, besides that I felt like I was robbed normally because in the past not in big wins but in wins of 1000 and 2000 euros they didn't ask me for identification even once but suddenly when I put in 100 euros and I got 31,500.03 they closed my account, torturing me and not even getting my money... it was an amount that would have saved me financially and I could have made my life better but they denied it to me.

Of course I will send you whatever you want, I have everything you need.

Γειά σας και πάλι.

Ευχαριστώ που απαντήσατε και θα με βοηθήσετε επί του θέματος.θα ήθελα να απαντήσω στης ερωτήσεις σας.

1.Ναι εγώ και οι φίλοι μου παίζαμε από έναν ίδιο υπολογιστή που τον βάζαμε σε μεγάλη οθόνη ή από διάφορα τηλέφωνα αλλά στην ίδια ip.

2.Παντα έπαιζα,παίζαμε καζίνο δεν με ενδιέφερε ποτέ η στοιχιματική σε αθλήματα.

3.Θα ήθελα να αναφέρω όπως είπα και στο παράπονο μου ότι δεν με ενημέρωσαν για τίποτα πόσο μάλλον για το kyc και για το κλείσιμο του λογαριασμού πάντα έστελνα μηνύματα με καλή πρόθεση και διάθεση χωρίς να προσβάλω κανέναν και πάντα με απαντούσαν με αδιαφορία ή δεν απαντούσαν καν.

4.Τα κερδοι ήταν καθαρά χωρίς μπόνους.εβαλα λεφτά από την τσέπη μου όπως κάθε φορά και απλά έτυχε να κερδίσω τόσα λεφτά,πέρα αυτού ένιωθα ότι με έκλεψαν κανονικά διότι στο παρελθόν όχι σε μεγάλα κερδοι αλλά σε κερδοι των 1000 και 2000 ευρώ δεν μου ζήτησαν ούτε μια φορά ταυτοποίηση αλλά ξαφνικά που έβαλα 100 ευρώ και έβγαλα 31.500,03 μου έκλεισαν το λογαριασμό βασανιζοντας με και να μην πάρω ούτε τα λεφτά μου...ήταν ένα ποσό το οποίο θα με έσωζε οικονομικά και θα μπορούσα να φτιάξω την ζωή μου αλλά μου το απαρνηθηκαν.

Φυσικά θα σας στείλω ότι θέλετε έχω ότι χρειάζεστε

Dear grecoex, I apologize, but if you and your friends used the same device to access your casino accounts we won't be able to assist you, even if it was occasionally. Please understand that we try to assist players who play from the same household using their own devices but if one is used, it is very difficult to distinguish who's accessing which account and most casinos automatically block such players. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is important to always use your own device to avoid similar situations in the future. I understand that this is not what you wanted to hear, but you breached one of the main rules of online gambling and we aren't able to proceed further. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.