Tuplaus Casino - La cuenta del jugador ha sido cerrada debido a problemas de verificación.

I opened a gaming account at Tuplaus casino yesterday. I deposited the required minimum of 20e. I also have gaming accounts at their sister casinos. The gaming account was blocked immediately and I couldn't even play my money. Now they are asking me for a marriage certificate due to a name change. Because when I opened gaming accounts at the sister casinos years ago, my last name was different than when I got married. I don't have a marriage certificate. They asked for a paper showing my new and old last name. I have sent them a screenshot of my digital and Population Registration Office information, both of which are clear. I won't start paying for a marriage certificate so I can get it for myself since I don't need it anywhere in Finland. This same screenshot has been fine for other casinos. And if I ordered a marriage certificate from the registry office, the marriage certificate would also show my spouse's personal information, which does not belong to the casinos I play at.

Avasin eilen pelitilin Tuplaus casinolle. Talletin vaadittavan minimin 20e. Minulla on myös pelitilejä heidän sisarkasinoille. Pelitili estettiin samantien ja en päässyt edes rahojani pelaamaan. Nyt minulta pyydetään vihkitodistusta nimen muutoksen johdosta. Koska sisarkasinoille kun olen avannut pelitilit jo vuosia sitten niin sukunimeni silloin on ollut eri kuin nyt naimisiin mennessä. Minulla ei ole vihkitodistusta. He pyysivät paperia jossa näkyy uusi ja vanha sukunimeni. Olen heille laittanut kuvankaappauksen digi ja väestöviraston tiedoista joista molemmat kyllä tulee ilmi. En ala maksamaan vihkitodistuksesta että saan sen itselleni kun en sitä mihinkään suomessa tarvitse. Tämä sama kuvankaappaus on kyllä muille casinoille kelvannut. Ja jos tilaisin maistraatista vihkitodistuksen niin vihkitodistuksessa näkyisi myös puolisoni henkilötiedot jotka eivät kuulu minun pelaamille casinoille.

Dear raija85,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your account.

To better understand your situation and assist you effectively, could you please provide the following details:

• Did you register your casino account using your married name or your maiden name?
• Do you have an official government-issued document confirming your name change (e.g., a marriage certificate or legal name change document)? Please note that without such official confirmation, the casino may not be able to verify that you are the rightful owner of the account.
• Have you already contacted the casino’s customer support regarding this issue? If so, what response did you receive?
• Could you also specify which documents you have already submitted to the casino?

Thank you in advance for your cooperation. I hope we’ll be able to help you resolve this matter soon.

Best regards,

Veronika

I registered for this doubling casino under my married name. With bank codes where the married name automatically goes. But I have sometimes registered for their sister casinos under my maiden name. And I have also confirmed my gaming accounts there in the past. That is why they now require me to confirm the change of surname because the old sister casino gaming accounts have a maiden surname. I have provided a picture taken from the official registry office website showing all my information that they require. I have contacted customer service many times about this matter.

Tälle tuplaus casinolle rekisteröin avioliitto nimellä. Pankkitunnuksilla jossa automaattisesti menee avioliitto nimi. Mutta olen joskus rekisteröinyt heidän sisarkasinoilleen tyttönimellä. Ja sinne olen myös aikoinaan vahvistanut pelitilit. Siksi he nyt vaativat vahvistamaan sukunimen muutoksen koska vanhoilla sisarkasinon pelitileillö on tyttösukunimi. Olen toimittanut virallisen maistraatin sivuilta otetun kuvan jossa näkyy kaikki minun tiedot mitä he vaativat. Olen ollut asiakaspalveluun monta kertaa yhteydessä tästä asiasta.

Please forward me all the communication between you and the casino regarding the verification of your name at [email protected]. Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear raija85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika