Casinostars - Обліковий запис гравця було закрито з подвійних причин.

I deposited €200 at the casino and chose the 100% wager-free bonus, with which I won some money.

Altogether, I had €983 in my balance.

In the end, I verified my account and my withdrawal was rejected without any comment. I then initiated a new withdrawal, and my account was simply closed with the reason given as "duplicate account."

Ich habe bei dem Casino 200€ Eingezahlt und den 100% Wager free Bonus gewählt womit ich etwas Gewonnen habe.

Ich hatte insgesamt 983€ auf der Uhr.

Am ende habe ich mich verifiziert und meine Auszahlung wurde einfach kommentarlos abgelehnt. Ich habe dann eine neue Auszahlung veranlasst und dann wurde einfach mein Account geschlossen mit der Begründung Doppel Account.

Dear ProfiAngler,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Is it possible that you had an account at this casino in the past?
• When did you create your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I created the account on September 21, 2024.

No, that is not possible, the casino only says that so they don't have to pay out my money.

Am 21.09.2024 habe ich den Account erstellt.

Nein das ist nicht möglich, das Casino behauptet das nur damit sie mein Geld nicht auszahlen müssen.

Thank you for your reply, ProfiAngler. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

No, I don't share my device with anyone and I live alone.

Nein ich teile mein Gerät mit niemanden und lebe alleine.

I wrote an email to the casino today asking if I would get my deposit back.

Let's see what they answer.

Habe heute dem Casino noch eine Mail geschrieben ob ich meine Einzahlung wieder bekomme.

Mal sehen was sie darauf Antworten.

I am ignored by the casino

Ich werde von dem Casino Ignoriert

Thank you very much, ProfiAngler, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you ProfiAngler for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinostars for their help in resolving this complaint. We would like to ask if you can provide evidence of multiple accounts to my email. (peter.c@casino.guru)

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Peter,

We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.

Casinostars Team

Dear Casinostars representative, you can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

We have shared information in Skype group together with other Casino.guru members

Casinostars Team

Thank you for the update Casinostars representative.

Dear ProfiAngler, Just letting you know that there is an ongoing communication between me/casino.guru and the casino outside the thread, where we are discussing several linked cases, including yours. In the meantime, I have a question for you.

Can you please somehow rationally explain to us how it is possible that there are several accounts at Casinostars Casino (including your disputed account) where some of the data and play style (even bet amounts and games played) match, with at least 4 of these accounts that have registered with the casino within a very short period of time also filed complaints on casino.guru with Casinostars in over the course of a few days in a row? Is it not a big coincidence?

There is a relation/connection between the linked accounts or the owners of these accounts, and we would like to know what relation we are talking about.

Thank you. Looking forward to hearing from you.

Hello, I have several groups on Telegram and from one of them I got a tip on how to best win. There are several people there and it's possible that others have done it too.

The groups also advertise casinos.

Hallo, ich habe mehrere Gruppen in Telegram und habe dort aus einer den Tipp bekommen wie man am besten gewinnen kann. Da gibt es mehrere Leute es kann sein das es auch andere gemacht haben.

Die Gruppen machen auch Werbung für Casinos.

Thank you for the response ProfiAngler. Would it be possible to provide us with a screenshot from the Telegram group where this specific casino and bonus was advertised with the date visible? Thank you in advance!

This was a really long time ago. I have 1000 groups. I won't be able to find the post anymore and I can't remember which group it was.

Das ganze ist jetzt schon echt lange her. Ich habe 1000 Gruppen. Den Post werde ich nicht mehr finden und kann es nicht mehr zuordnen welche Gruppe es war.

Unfortunately, we will need evidence of the group so it can be determined this is not a case of multiple accounts. Failure to provide it will unfortunately lead to the rejection of the complaint due to insufficient evidence. Thank you for your understanding!

If you know Telegram, you know what it looks like when you are in many groups.

No one can remember which group posted what when it comes to the same topics.

I see this as a lesson and will stop playing at the casino.

This can then be closed.

Falls sie Telegramm kennen wissen sie ja wie es dort aussieht wenn man in vielen Gruppen drinnen ist.

Da kann sich kein Mensch merken welche Gruppe was gepostet hat wenn es um die selben Themen geht.

Ich sehe das hier als Lehre und werde das Casino spielen sein lassen.

Das kann dann geschlossen werden.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.