Cashwin Casino - Гравець скаржиться на ігнорування самовиключення.

Dear Casino Guru Team,

I hereby wish to file a formal complaint against the online casino Cashwin for their failure to enforce a self-exclusion, which has led to significant personal financial losses. Despite a prior request and confirmation of self-exclusion due to gambling addiction, I was able to re-register on the platform using a different email address, incurring substantial losses. Although I had already requested and received confirmation of self-exclusion – providing all my information accurately, including my address, which remained unchanged – I was able to re-register on the platform with a new email address, leading to significant financial losses.

This negligence by Cashwin not only violates the practices of responsible gambling but also disregards essential protective measures that should shield vulnerable players from harm. It is imperative that online casinos follow strict protocols to prevent individuals who have self-excluded from re-registering using simple means, such as a new email address.

The ability to re-register and gamble despite a self-exclusion indicates a serious flaw in Cashwin's player protection mechanisms. This situation has caused not only financial harm but also significant distress, exacerbating problems related to gambling addiction.

I have attempted to resolve this matter directly with Cashwin by demanding a refund for the losses incurred due to their failure to honor the self-exclusion. However, the response was unsatisfactory, prompting me to seek Casino Guru's support in addressing this complaint.

I urgently request Casino Guru to thoroughly investigate this matter and take appropriate action. It is crucial for the online gambling industry to conscientiously enforce self-exclusion requests to protect individuals from the potential harms of gambling addiction.

Thank you for your attention to this matter, and I look forward to your support in resolving this issue.

Sincerely,

Erdalhan

Dear Erdalhan,

Thank you very much for submitting this complaint. I am sorry to hear about your negative experience with Cashwin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Did you use the exact same name, surname, phone number, and date of birth for both of your accounts?

When did you re-register in the casino with a new email address?

Are you able to access your account now, or has it already been blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

thank you for your response and the support you've provided. I hereby confirm that I registered at Cashwin Casino at the end of January. During the registration process for both accounts, I used exactly the same personal information: first and last name, address, telephone number, and date of birth. The only difference between the accounts was the email address used.

I am aware that in many casinos, re-registration with the same personal details is not possible if a self-exclusion due to gambling addiction has been initiated. Nonetheless, it was possible for me to open a new account at Cashwin Casino using my already existing data with just a new email address. After sending several emails to support, I can no longer access my account.

I hope this information helps you to better understand my concern and to find a solution to the problem.

Best regards,

Erdalhan

Could you kindly forward me any relevant communication between you and Cashwin regarding the re-opening of your account? My email address is veronika.l@casino.guru. Thank you.

Hello Veronika,

I have forwarded you an email with the relevant information. To summarize, I self-excluded from Cashwin last July due to my gambling addiction. My account was permanently closed, and I was unable to log in afterward. However, in January 2024, I was able to re-register using exactly the same details, except for a different email address, even though the casino was informed about my addiction. After losing money again, I contacted the casino to report that I could play despite my self-exclusion. I requested once again that my account be closed and asked for a refund of my losses, as it was clear that player protection was not ensured. At all other casinos and their partner casinos, I am excluded, and any attempts to register with a different email address fail. Only with Cashwin was a re-registration possible.

Thank you very much, Erdalhan, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.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.

ok thank you

Dear Erdalhan,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello Józef,

thank you for your assistance. I wanted to inquire if there has been any response from the casino? Is such a serious inquiry being overlooked? My concern has remained unaddressed for weeks and still has not been resolved to this day. That's why I had to seek support here. Moreover, I am puzzled as to why this casino is rated with a 'Security Index: High' when issues like player protection seem to be ignored.

Regards

Erdalhan

Thank you for reaching out to us regarding your concerns about self-exclusion measures at Cashwin Casino. We take matters of responsible gambling very seriously, and we appreciate the opportunity to address the complaint.

Upon reviewing the case, we found that Erdalhan initially opened an account with us in July and subsequently requested its closure due to self-exclusion, which was duly processed by our team immediately. We acknowledge their commitment to responsible gaming during that period.

However, it has come to our attention that in January, the customer opened a new account using a different email address and phone number. While we take measures to block personal details, such as theirs from our system, we understand that individuals may find ways to create new accounts using alternative information or methods. We regret to inform you that, in this instance, we cannot refund the losses incurred on the newly created account.

Our terms and conditions, specifically sections 5.14 and 5.15, clearly outline our policies regarding multiple accounts and player responsibilities. As per clause 5.14, one player is entitled to only one account, and any transactions made from duplicate accounts are considered null and void. Additionally, refunds, winnings, or bonuses acquired from duplicate accounts are subject to forfeiture, and we reserve the right to reclaim such funds. Moreover, clause 5.15 emphasizes the importance of players immediately contacting support if they discover they have inadvertently opened multiple accounts.

We empathize with the distress and financial strain they may have experienced, but we must adhere to our policies and responsibilities as outlined in our terms and conditions. It is imperative for players to adhere to responsible gaming practices and to contact support immediately if they discover they have inadvertently opened multiple accounts.

Should you require any further assistance or have additional concerns, please do not hesitate to let us know.

Best regards,

CashWin Support Team

Dear CashWin Support Team,

I wish to address your response regarding my complaint and highlight some important points that were not fully covered in your explanation.

Firstly, your correspondence did not acknowledge that my initial self-exclusion was a direct expression of my gambling addiction, not just a desire for a standard account closure. This distinction is crucial as it underscores the serious background of my decision.

Moreover, it is concerning that I was able to re-register after my self-exclusion, even though I had explicitly excluded myself due to my gambling addiction. This raises serious questions about the effectiveness of your player protection system. Other casinos prevent such re-registration through their systems, ensuring player protection. Why else would I reach out to you regarding my gambling addiction and request exclusion if I could simply register again the next moment?

I recently tested whether re-registration was possible and found that your system now successfully blocks me. This proves that such a security measure is possible and should have been implemented to block me at my second attempt to register. In the new registration, I provided the same details again, but with a different email address and phone number. My surname contains the umlaut "Ü". This time I tried both with "Ü" and with "U". In both cases, registration was not possible. This is how it should have been at my second attempt, to protect me. Only now, after filing a significant complaint, does it suddenly seem possible that I cannot register anymore.

Additionally, I want to point out that my emails regarding my gambling addiction have remained unanswered to this day. This suggests that my concerns were not given the necessary attention and raises questions about your commitment to protecting individuals vulnerable to gambling addiction. Here in the forum, too, you only responded at the last second.

In conclusion, I appeal to CasinoGuru to reconsider the rating of CashWin. It appears that fundamental mechanisms critical to player protection are not functioning, in stark contrast to other, lower-rated casinos where such systems are effective.

I hope these points are taken seriously and lead to improvements in the interest of player protection. I hope we can find a solution, and I am not forced to consider further legal action due to the mentioned issues.

Kind regards,

Erdalhan

Now that player protection is ensured, I can no longer register. Actually, this should have worked already at my second registration, since I had already reported my gambling addiction

Dear Cashwin Casino team,

Thank you very much for your cooperation. I have reviewed your registration form and noticed that you require players to provide a lot of information beyond just their phone number and email address. This includes details such as their full name, address, and birthdate. While email addresses and phone numbers can change frequently in a person's life, full names and birthdates are more stable. Do you have any safeguards in place to protect self-excluded players from registering with the same personal information? Has any player attempted to circumvent these protections?

Hello Jozef, there is absolutely no player protection. I was able to re-register just now, for testing purposes, very easily. I provided my details correctly but used a fictional email address and a fictional phone number. My first name, last name, date of birth, and address were given correctly and accurately. Despite my ban, I was able to register again just now. This is not player protection! I recorded a video during the registration process and uploaded it to YouTube. If you would like, I can send you the link

Casino Guru should lower this casino's rating due to the lack of player protection, even though I had myself banned due to gambling addiction. I am definitely demanding my losses back.

Dear Casino Guru Team,

Thank you for your continued correspondence and for your understanding of our procedures at Cashwin Casino.

In response to your inquiry, we appreciate your recognition of the importance of more stable personal information such as full names and birthdates in our registration process. While it is true that these details provide a greater degree of consistency, it is important to note that players can still attempt to circumvent safeguards by providing altered or inaccurate information.

Upon further investigation into the specific case of Erdalhan's re-registration, we found that they utilized significantly different information to open the new account. The account was created with a different email address, IP address, cookie hash, and phone number. Additionally, it's important to mention that Erdalhan did not provide a complete address during registration; the house number, was missing. Furthermore, there was a discrepancy of two years in the date of birth provided compared to the original account. 

While we strive to implement comprehensive measures to safeguard against such occurrences, it is regrettably challenging to prevent every instance of individuals attempting to bypass our self-exclusion protocols. Despite our efforts, some players may still find ways to exploit vulnerabilities in the system.

We want to reiterate our commitment to fostering a safe and responsible gaming environment at Cashwin Casino. However, in instances where players knowingly provide different information to re-register after self-exclusion, we are unable to fulfill refund requests. Our policies, as outlined in our terms and conditions, are designed to ensure fairness and compliance with regulatory requirements.

We empathize with the challenges faced by individuals experiencing gambling-related difficulties, and we encourage all players to reach out to our support team for assistance and guidance. Responsible gaming is paramount to us, and we remain dedicated to promoting it within our community.

Should you have any further questions or require additional information, please feel free to reach out to us.

Best regards,

CashWin Support Team

Dear Casino Guru Team,

Regarding the investigation of my case and the associated new registration, I wish to clarify that the differences in the registration data mentioned are not indicative of any dishonest behavior on my part. I registered from my personal laptop without using a VPN connection. Moreover, I am not proficient with technologies such as changing a cookie hash and have not undertaken any manipulations of this sort.

My registration was carried out in the usual manner from my residence. I intentionally used a different email address and phone number to re-register, with all other details being accurate. This includes the full address with the house number and the correct date of birth, contrary to the casino's representation. I have never used a VPN or any other software for registration.

To support my statements, I have sent a video documenting the registration process to the email address jozef.k@casino.guru. This material unequivocally demonstrates that the inconsistencies mentioned by the casino are incorrect, and it seems that information has been misinterpreted or deliberately misunderstood. I can even play at this casino now, with accurate details except for my email address and phone number. This casino is a very unsafe place for players with a gambling problem since it's very easy to register there.

The fact that a casino with a high rating on your platform can make such misleading statements is concerning to me. Therefore, I urge you to review the criteria and distribution of ratings again to prevent such misunderstandings in the future and to ensure the integrity of your rating system.

Sincerely,

Erdalhan

Dear Casino Guru Team,

Regarding the investigation into my case and the associated re-registration, I want to make it clear that the differences mentioned in the registration data are not indicative of any dishonest behavior on my part. I registered from my personal laptop without using a VPN connection. Moreover, I am not proficient in technologies such as changing a cookie hash and have not engaged in any such manipulations.

My second registration, during which I incurred losses, was conducted as usual from my place of residence. I deliberately used a different email address and phone number for the re-registration, but all other information was accurate. This includes the full address with house number and the correct date of birth, contrary to the casino's claims. I did not use a VPN or any other software for registration.

To support my statements, I have sent a video to the email address jozef.k@casino.guru that documents the registration process. This material clearly shows that the inconsistencies mentioned by the casino are incorrect, and it seems that the information has either been misinterpreted or deliberately misunderstood. Today, I can even play at this casino with the correct details, except for my email address and phone number. Despite so many complaints and discussions, I am currently able to play because I was able to register (see video). This casino is a very unsafe place for players with gambling problems, as registration there is very easy.

The fact that a casino with a high rating on your platform can make such misleading statements is concerning to me. Therefore, I urgently request that you review the criteria and distribution of ratings again to prevent such misunderstandings in the future and ensure the integrity of your rating system.

Sincerely,

Erdalhan

Dear Cashwin Casino team,

Please, could you elaborate on the discrepancy further? The devices, phone number, and cookie hash may change, but the birthdate remains a significant factor.

 Furthermore, there was a discrepancy of two years in the date of birth provided compared to the original account. 

While we strive to implement comprehensive measures to safeguard against such occurrences, it is regrettably challenging to prevent every instance of individuals attempting to bypass our self-exclusion protocols. Despite our efforts, some players may still find ways to exploit vulnerabilities in the system.

I want to clarify that your statement regarding re-registration after self-exclusion does not entirely align with the facts. Through video recordings, I was able to prove to Casino Guru that it is not necessary for players to apply special tricks or find loopholes in the system to re-register after a self-exclusion. It has been demonstrated that re-registration with completely accurate data is possible; the only difference is the use of a different mobile number and email address. This revelation raises questions about the effectiveness of your security measures. In fact, it appears as though you lack effective protection mechanisms. Furthermore, it is a false claim that I used a different date of birth. I have proven that this is not necessary with your casino. For someone with gambling addiction, there is absolutely no protection at your casino.

I am optimistic that the colleagues at Casino Guru will see these facts and not believe the false statements. They make claims and twist the facts. They portray it as if one had to apply special tricks to re-register after self-exclusion. According to their explanations, one might think that re-registration is only possible through manipulation. All these statements are ultimately false and do not reflect the truth. I was able to re-register with correct data, except for the mobile number and email, after my self-exclusion. This was even possible for me after a second self-exclusion. So, don't act as if players need to perform any manipulations to be able to play with you again. I recommend Casino Guru reconsider their rating of this casino.



There is no consideration or apology. Moreover, they refuse to refund my money even though they were aware of my addiction.

Dear Casino Guru Team,

Thank you for your continued engagement regarding the discrepancy in Erdalhan's registration details.

To provide further clarity, it's important to highlight that the birthdate inconsistency between the two accounts is indeed a significant factor in identifying potential duplicates within our system. In this instance, there was a notable two-year difference between the birthdates provided, a crucial marker used to flag and investigate potential duplicate accounts.

While we acknowledge that birthdates tend to remain more stable over time, it's essential to understand that players may still attempt to exploit vulnerabilities in our registration process by providing altered or inaccurate information, including birthdates. Nevertheless, our measures extend beyond birthdates to include various other parameters such as email addresses, IP addresses, cookie hashes, and phone numbers to mitigate the risk of duplicate accounts.

We want to emphasize that our ability to prevent players from registering multiple accounts is primarily based on the information provided during registration, including email addresses, IP addresses, cookie hashes, and phone numbers. Despite our best efforts in this regard, it is unfortunately beyond our control to entirely eliminate the possibility of players creating new accounts using different information.

As evidenced in Erdalhan's case, despite our best endeavors, they managed to circumvent our preventative measures and create multiple accounts, all of which have now been closed.

We deeply regret any inconvenience or distress caused by this situation. However, in alignment with our terms and conditions and industry standards, we cannot fulfill refund requests in instances where players knowingly provide different information to re-register after self-exclusion. Responsible gaming is a shared responsibility, and while we endeavor to provide support and guidance, players must also act responsibly and adhere to established protocols.

If you require any further clarification or information, please do not hesitate to reach out to us.

Best regards,

CashWin Support Team

Dear Casino Guru Team,

first and foremost, I would like to express my sincere gratitude to you and especially to Jozef for his dedicated efforts in handling my case.

I am writing in reference to CashWin Casino's response to my case and wish to clarify several critical points. CashWin claims that inconsistencies in birth dates are a decisive factor in identifying duplicate accounts, implying that I provided a false birth date when registering my account, through which I incurred losses. This assertion is incorrect, and I challenge CashWin to substantiate this claim with clear evidence.

It's crucial to emphasize that any allegations based on supposedly false information must be solidly proven. In my case, a video was presented demonstrating how I managed to register with the casino without any special tricks or manipulations. All my information was accurately provided, except for the email address and phone number.

The claim that registration at CashWin is only possible through manipulation or tricks directly contradicts my experiences and the evidence provided by the video. This suggests that the security measures implemented by CashWin may not be sufficient to truly prevent players from re-registering with correct data, even after a self-exclusion due to gambling addiction.

Therefore, I kindly ask Casino Guru to request CashWin to provide substantial evidence for their claims. I am particularly interested in how they can prove that supposedly incorrect birth dates were used during my second registration, through which I suffered significant losses, without the possibility that this information could have been altered by administrators afterward. This inquiry is especially relevant since CashWin raised this specific accusation later in the course of our conversation, which casts doubt on the validity of their argumentation. Is it possible that my birthdate was altered by their administrators afterward? Can this claim be more thoroughly verified? Because I have proven that there's no need to provide a false birthdate in order to re-register.

I wish to underscore that responsible gambling is indeed a shared responsibility. As a player, I have endeavored to fulfill my obligations and now expect CashWin to do the same by providing transparent and verifiable information.

I thank you again in advance for your support in this matter and hope for a fair and transparent resolution.

Sincerely,

Erdalhan

Hello Józef,

I have now sent you another piece of evidence with a screenshot proving that I did not enter a false date of birth during the second registration. Such a claim was never mentioned during communication with Cashwin. Cashwin practices peculiar tactics and, as mentioned before, offers no protection for players with gambling addiction who can easily re-register despite being banned, without needing to resort to manipulation or special tricks. Cashwin seems to want to create the impression that re-registering is only possible with special tricks. If Cashwin shows no understanding and does not refund my money, I will be forced to confront the regulatory authorities with all this evidence. There is still a chance to come to a mutual agreement and resolve the matter. However, if not, I have enough evidence to proceed further. And I hope the Casino Guru team now investigates this case more thoroughly and makes a fair decision.

Dear Erdalhan,

Please, can you confirm that you did not input a different birthdate in those two accounts? Keep in mind that your test is not entirely valid as it is common practice to prevent registration with the same phone number and email address, and verification of other details such as birthdates is conducted post-registration.

Dear Józef,

Could it be that you haven't fully devoted yourself to the issue? The responses are coming quite late. If you had watched the video and read through the documents I sent you via email, you would see that one must specify their birthdate at the time of registration. It's not possible to alter the birthdate afterwards. I have definitely entered my correct birthdate every time. Honestly, your statement that one can enter their birthdate post-registration surprises me, as that is incorrect—it can only be done during registration. Furthermore, at all other casinos and partner casinos, it is not possible to register with a different email and a different phone number but otherwise exactly the same data, because the system immediately recognizes that one has excluded themselves. All my details were correct, except for my phone number and my email address. I have never entered a different birthdate. And I have not engaged in any manipulations. Moreover, the video is meant to show that it's not about using special tricks and manipulations to register. The casino claims that I would have to use special tricks.

There is no player protection if registration with a different phone number and email is possible. These two pieces of information can change at any time. I was then able to deposit and play very, very often. Until I excluded myself again the second time with the note that I have a gambling addiction and had already excluded myself.

Online Casinos are required by law to protect players who have self-excluded due to gambling addiction, ensuring these players cannot re-register using altered personal information. Allowing a self-excluded player to gamble again can be seen as a failure to protect players, suggesting flaws in the casino's identification systems or inadequate enforcement of self-exclusion.

If a casino allows a self-excluded player to re-register and gamble, this could be seen as a failure on the part of the casino to fulfill its obligations to protect players. It could indicate weaknesses in their player identification systems or a lack of sufficient measures to ensure compliance with self-exclusion requests.

The specific legal consequences or the casino's liability may vary, but as a player who has suffered harm despite self-exclusion due to gambling addiction, I have the right to file complaints with regulatory authorities and initiate legal action against the casino. This is particularly applicable if the casino's failure has led to my financial or emotional harm.

In my case, it's clear and unequivocal that the casino failed by allowing someone with a gambling addiction like myself to gamble again. This happened with correct and relevant data, so there really is no basis for discussion. Had I provided a false name or birth date, one might argue. But even then, it would be the casino's duty to prove such discrepancies. I definitely provided all my information correctly. If Cashwin now claims this was not the case, even though this was never communicated before, they are obliged to prove it. Furthermore, they need to demonstrate that my birth date was not retroactively changed by them to decide the matter in their favor and against me. Should Cashwin come up with such a claim, I would suspect that they have altered the details after the fact. The casino's claim that it's difficult to re-register and that one needs special tricks was disproven by my experience. This statement was refuted by me. It would have been better if special tricks were indeed required for re-registration, as then I would never have been able to sign up again and incur further losses.

Best regards,

Erdalhan

Since February, which means for almost 8 weeks now, our communication has been ongoing, and I am curious to see how many more weeks it will continue and what the outcome will be. It's astonishing that, when I look at other threads/complaints, those were concluded much more quickly. Currently, in 8 weeks, we have achieved as much as could have been achieved in 7 days. Therefore, I am even more eager to see the next steps.

Dear Erdalhan,

thank you for your reply. Please be aware that time frames are set to allow all parties enough time to respond. I apologize if you feel there has been a delay; however, our complaint agents are handling a heavy workload, and I always strive to get back to you as promptly as possible. It is challenging for me to determine the exact duration it should take. Initially, I gather relevant information from both sides and then proceed with an evaluation.I am convinced that it will not take long so I will only appreciate your patience. If you feel unhappy with our outcome I will provide you with further options you can take to get help.

Honestly, your statement that one can enter their birthdate post-registration surprises me, as that is incorrect—it can only be done during registration. 

Be aware that I did not mean that you can enter your birthdate after registration on the casino website. I mentioned that verification of other details, such as birthdates, is carried out after registration. This implies that you first fill out the registration form, and only after that, the casino internally detects a potential issue, such as someone with the same birthdate. They then cross-check other details like full name and address to determine if it is a duplicate account or a genuine person. If it is flagged as a duplicate, the player is blocked and asked to provide verification.

Dear Cashwin Casino team,

May I kindly request evidence to support the claims you mentioned? You can share it here, and it will be kept private, or you can send it to my email address.

jozef.k@casino.guru

Additionally, it's important to mention that Erdalhan did not provide a complete address during registration; the house number, was missing. Furthermore, there was a discrepancy of two years in the date of birth provided compared to the original account. 

Dear Casino Guru Team,

We understand your desire for additional information, however, we regret to inform you that we are unable to provide private information regarding individual player accounts. 

Regarding the discrepancies noted in Erdalhan's registration details, we stand by our initial response. Factors such as incomplete addresses and discrepancies in birthdates are not blocking players from registering at the casino, as there can be other players living in the same area, having the same date of birth, etc. These factors allow the system to detect possible duplicate accounts. In such cases, a manual review by our support team may be required when they get to that account. Thus, they do not serve as direct blockers for creating new accounts. As previously mentioned, our primary measures for preventing multiple registrations are based on email addresses, IP addresses, cookie hashes, and phone numbers.

In response to Erdalhan's additional claims, we wish to clarify that our casino adheres strictly to industry regulations and our own terms and conditions. Creating a new account after being closed or blocked is a breach of our terms and conditions, and any funds deposited into such accounts are subject to forfeiture. We make every effort to maintain a safe and responsible gaming environment for our players, but we must also emphasize the importance of individual responsibility.

We understand Erdalhan's frustration, but it is essential to recognize that our policies are in place to ensure fairness and compliance. We cannot condone or facilitate actions that violate our terms and conditions, regardless of individual circumstances.

Should you require any further information or clarification, please feel free to reach out to us.

Best regards,

CashWin Support Team

Dear CashWin Support Team,

I want to clarify that I expressly consent to the disclosure of relevant data from my player account to resolve this matter. It is important to me that the situation is handled correctly and transparently.

I strongly refute the claims regarding alleged discrepancies in my registration data. I have clear evidence that all information I provided, including my date of birth and address, is accurate and complete. Therefore, I urge you to re-examine these facts carefully and not rely on standard responses that do not reflect the actual circumstances of my case.

I expect a specific resolution of my situation, considering the documents and evidence I have provided. A generic denial based on inaccuracies that do not apply is unacceptable.

Please confirm receipt of this message and inform me about the next steps you will take to resolve this issue. I reserve the right to pursue further legal actions if this matter is not settled to my satisfaction.

Regards

Erdalhan

Dear Józef,

I urge you to reconsider the assessment of this casino. The procedures employed are quite absurd, particularly as I am being denied the money that is rightfully mine. Despite having a self-exclusion in place, the casino allowed me to gamble. I provided no false information; only the phone number and email address were different. Given these circumstances, I request that this matter be finalized and a decision be made. It is absurd that despite my consent, my personal data has not been shared with you. This appears to be due to deliberately false claims, even though all my provided details were accurate.

Dear Cashwin Casino team,

Be aware that without substantiating your claims, I may have to close the case as unresolved, which could potentially affect your rating. Is there a chance that you can provide this information if the player signs a Power of Attorney with us, or is your decision final?

Hi Józef,

the casino unfortunately wrote falsehoods and thus lied. My information was correct with proof. Therefore, I will be hiring a lawyer this week. And this casino should definitely be re-evaluated by you. They have no player protection at all. €850 that are rightfully mine have now been withheld through lies. This will have legal consequences. Can you tell me which authority I should contact?

Dear Erdalhan,

I have completed the examination and can confirm that the casino team has provided relevant evidence showing that your second account has a different year of birth compared to your initial account, as well as a difference in the address. While there are also discrepancies in the phone number and email, these are not as significant since email addresses or phone numbers can be changed, but key information like the birthdate remains static.

Unfortunately, based on the evidence provided, it appears that there are differences, and therefore, I believe you are not eligible to receive a refund. It is key to fill correct information when you are registering. Typically, when someone registers with the same or similar name and the same birthdate, casinos initiate a verification process to prevent duplication, especially in cases of problem gambling where they may restrict access. In your situation, there are multiple disparities, and I am of the opinion that you are not entitled to a refund.

You have very right not to agree with my opinion. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru