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Dear Sir or Madam,

I have a problem with my account. I placed bets and then got banned.

The support only told me that I have several accounts and that I am therefore permanently banned.

If I had known that beforehand, I would of course only have created one account. It was absolutely not apparent to me that this was such a serious violation.

I'm sorry too.

So I can understand that my account is gone.

But denying my payout (89f682ee-3432-405b-bdc3-3aa021af83a8) of ~ 265 € and my remaining credit is not fair.

If I had been warned and made aware it would be different, but I only knew when I wrote to the service about what I was supposed to have done wrong.

So I ask you to pay me off, because anything else would be absolutely illegal.

I ask for a solution to the situation ASAP!

Kind regards

Sebastian

Sehr geehrte Damen und Herren,

Ich habe ein Problem mit meinem Konto. Ich habe Wetten gesetzt und wurde dann gesperrt.

Der Support hat mir nur gesagt, dass ich mehrere Accounts habe und ich daher permanent gesperrt bin.

Hätte ich das vorher gewusst, dann hätte ich natürlich nur ein Konto erstellt. Es war mir absolut nicht ersichtlich, dass das so ein schlimmer Verstoß ist. 

Das tut mir auch Leid.

Das mein Konto weg ist, kann ich also verstehen. 

Aber meine Auszahlung (89f682ee-3432-405b-bdc3-3aa021af83a8) in Höhe von ~265€, sowie mein Restguthaben zu verwehren ist nicht fair.

Hätte man mich verwarnt und aufmerksam gemacht wäre das was anderes, aber ich wusste erst dann Bescheid, als ich mit dem Service geschrieben habe, was ich angeblich verbrochen habe.

Daher bitte ich Sie mich auszubezahlen, denn alles andere wäre absolut rechtswidrig.

Ich bitte um SCHNELLSTMÖGLICHE Lösung der Situation!

Mit freundlichen Grüßen 

Sebastian 

Dear sebaknab,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please understand, in a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered. I have checked the T&Cs and I found this:

"5.5. You may only open a single account at the Website. Any other account you open on the Website will be considered as the "Duplicate Account". All Duplicate Accounts may be immediately closed by us and:

5.5.1. all transactions made from the Duplicate Account may be made void;

5.5.2. all stakes or deposits made using that Duplicate Account may be returned to you;

5.5.3. any returns, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active may be forfeited from you and may be reclaimed by us, and any funds withdrawn from the Duplicate account shall be returned to us on demand."

Please could you clarify if you have redeemed any bonuses using any of these accounts? 

Thank you in advance for your reply.

Best regards,

Kristina

good day,

First, thanks for the quick response.

Unfortunately, it was absolutely not apparent to me that you are only allowed to have one account. You were by no means warned or pointed out.

I then played a little to have fun and to pass the time. Nothing got around at first - as I said: I didn't want to cheat or the like, I just wanted to keep busy. If I had known that beforehand, I would have started the whole thing differently.

All of a sudden the game started giving me super good wins. And at some point my bonus balance turned into real real money. At first I was confused and then the game gave me great profits, so that in the end I was left with a balance of € 300. I then wanted to withdraw a total of € 265 and then spoiled the rest for fun. And then suddenly I was logged out and there we are.

Strangely enough, I've often read on the Internet that the provider blocks users' accounts after winnings and payouts. Without wanting to assume anything, it comes across almost like a scam.

guten Tag,

erstmal danke für die schnelle Antwort.

Leider war mir das absolut nicht ersichtlich, dass man nur ein Konto haben darf. Man wurde keineswegs gewarnt bzw darauf hingewiesen.

aus Spaß an der Freude und als Zeitvertreib habe ich dann ein bisschen gespielt. Dabei ist erstmal nichts rumgekommen - wie gesagt: ich wollte nicht betrügen o.Ä., sondern einfach ein wenig beschäftigen. Hätte ich das vorher gewusst, hätte ich das Ganze anders angefangen.

Ganz plötzlich fing mir das Spiel an super gut Gewinne zu geben. Und irgendwann wurde aus meinem Bonusguthaben richtiges Echtgeld-Guthaben. Ich war erst verwirrt und dann hat mir das Spiel noch super Gewinne gegeben, so dass ich am Ende bei 300€ Guthaben war. Insgesamt habe ich dann 265€ auszahlen lassen wollen und den Rest dann aus Spaß verdaddeln. Und dann plötzlich war ich ausgeloggt und da wären wir jetzt.

im Internet habe ich komischerweise öfters gelesen, dass der Anbieter nach Gewinnen und Auszahlungen die Konten von Nutzern blockt. Ohne etwas unterstellen zu wollen, kommt das fast wie eine Masche rüber.

Thank you for your reply, sebaknab. I understand your frustration, but I assure you that this is not a scam. As I mentioned previously, opening more than one account (intentionally or not) is against the T&Cs of most online casinos, and duplicate accounts are generally closed after being discovered. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal.

I am sorry, but if you also played with bonuses, I am afraid there is not much more we can do for you. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Dear sebaknab,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.