One Casino - Рахунок гравця було закрито після депозиту.

Hello,

On the 29th of December I tried logging into my old One Casino account, where I have previously self excluded from to check if I could log in.

I couldn't log in, so I texted the casino's live chat. Unfortunately I don't have the name of the agent but it was starting with "M". They have advised me I will need to open a new account as my old account cannot be accessed.

I opened a new account as advised and deposited a total of around €1800.

I verified my account and suddenly my account has been closed.

I just did what the agent advised me by opening a new account. After depositing the money my account got restricted and couldn't deposit again so I contacted the casino through the live chat. After some time my account got closed so I contacted them again. They said I can't open multiple accounts, which I knew it's not allowed but I just did what the first agent told me to do. I'm sure they still have the chat conversation as unfortunately the messages dissappear if you close the tab.

I should have been restricted from opening a new account and from depositing as well, but letting me deposit 1,800 and then do the checks and close my account is not fair. The credentials matched exactly the ones from my previous account and my proof of passport was the same too, which has been verified. I deposited after verifying my account thinking everything is in order with my account, only for One Casino to close it after depositing so much.

Dear aqqn15,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you used a different email address and a different phone number to create your new account at One Casino?

What was the balance in your account when the casino blocked it?

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

Hello,

I used a different email address and phone number. I should have known opening multiple accounts is not allowed. However, the One Casino agent advised me to do that as my other account was self excluded, only for them to tell me afterwards that's not allowed. They should have told me that straight away before letting me deposit so much.

I can't remember the balance as I suddenly got logged out of it.

I believe the casino is in the wrong for encouraging me to open a new account while ignoring their own policies.

Thank you for your reply. Unfortunately, without any evidence of communication between you and the casino customer support, we are unable to confirm that the casino advised you to create a second account.

By submitting a different email address and phone number, you bypassed the casino’s system designed to prevent self-excluded players from creating new accounts. Could you clarify if you also had to provide your full name, date of birth, and address during the registration process, or if this information was added after your account was created?

I look forward to your response and will do my best to assist you further.

Dear aqqn15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I've requested the chat from One Casino, they said they'll send it to me but they don't respond anymore.

I know I bypassed the casino's rules but I took the agent's advice. I believe the casino shares the fault as well for advising against their own rules.

I don't expect a refund but a compensation for the damage done.

Dear aqqn15,

Thank you for your reply. After carefully reviewing the situation, we regret to inform you that we are unable to assist with this complaint.

While we understand that you followed the advice of the casino's agent, we cannot confirm the details of your communication without any supporting evidence. Additionally, by submitting a different email and phone number, you bypassed the casino’s system designed to prevent self-excluded players from reopening accounts, which is a clear breach of their policies.

As a result, we cannot take responsibility for the actions taken by the casino in this case. It is important to note that casinos are generally within their rights to close accounts that breach their terms and conditions, especially when multiple accounts are involved. If you are able to obtain the chat transcripts or any other relevant evidence, please feel free to request that this complaint be reopened.

For the reasons mentioned above, we will now be closing this complaint. We apologize that we could not provide a more favorable outcome this time. Should you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out.

Best regards

Veronika