Won €20 with €2200 with no bonus - Casinia Casino does not pay out

[Zeyno17]

Slotti=> please help me
Briefly about myself: I am 41 years old and I live with my 9-year-old son in a 2-room attic apartment and work part-time in geriatric care. I haven't been playing online casinos for very long and for financial reasons my deposits are not very large and only occasional. About 3 weeks ago I signed up at the online casino "Casini.com". The evening before yesterday I deposited €20 there again to try my luck. I didn't take a bonus, I just deposited and played. It went like clockwork from the start and that's how I got on Gonzos Quest quickly gained free spins on every level and then achieved a free spin win of over €1 with a bet of 500 and a free spin win of over €4 with a bet of 1500. With the payout of €2250 I was infinitely happy and could my luck I honestly can't believe it. The next morning I got an email from the finance department of the Casini-Casinos with the request to send some documents to verify me. I also sent these to the relevant department promptly. In the afternoon another email came from the finance department asking me to send a selfie with my ID in my hand in front of a computer screen showing the website Casini.com should be watchable. Although I honestly found it quite humiliating, I also fulfilled this request in happy anticipation of my first really big win in life.
The next day the dream lock broke down when I opened the next email from the finance department in the mailbox.

Quote:

Dear*****,
Your account was checked by the Financial Department on the basis of the documents provided. However, as a result of the check when withdrawing funds, the Security Department has recognized your account as a duplicate

-------------------------------------------------- -

So my account should be a duplicate or in other words I have registered with this casino several times. But that's a blatant lie. Actually, I'm pretty sure I haven't registered there before. But even if that were the case, which I actually rule out and for which the casino has not provided me with any evidence, it is clear that I have not taken a bonus and have never won anything in the casino.
The audacity is probably not enough with that. After the quoted above, the corresponding section from the terms and conditions followed and then this cheek:

Quote:

Your deposit was returned to the balance of your deposit less 10% commission for making payments of 20 EUR.
We ask you to request withdrawal of these funds after which your account will be blocked without the right to restore.

-------------------------------------------------- ----

In plain English, because they exceptionally approve a payout of only €20, I have to pay a 10% penalty and my account will be blocked indefinitely after this payout of €18, which I have to apply for.
I believe that anyone with just a little empathy can understand how one feels after such an email. So they can simply claim that I have 2 accounts and then they no longer need to pay out. My request to everyone who can help me:

Please help me!

[playtime slotti]

Hello Zeyno17,

That's a crass story, of course I can't say anything about the "alleged double account" because I don't know and I don't have any evidence that it's the case.

I have to say that of course there are always two sides to a story, and I don't want to question your version. Why should anyone bother reporting this when they know for sure that they have 2 accounts, which would not be allowed.

Now for my help: In this case I can only be of limited help or give you advice, because the company is not a partner of ours. Since I obviously want to help you in some way, I have already prepared an email to the company in question asking them to check.

To do this, I need a few more personal details from you (name, address, username casino), which you can send me in a private message.

After that we will see if they are willing to answer at all to solve the problem or if it will be necessary to advise you on further steps.

Unfortunately, I can't perform miracles either, that's entirely up to them to decide. But if they are stubborn, which I hope not, we will take the next step.

It's the weekend now, nothing will happen anyway, so we have to be patient if something happens next week.

[playtime slotti]

I've taken care of it, but it's a bit more complicated than I thought. This makes it all the more difficult for me to achieve something.

Now we have to wait and see if/how those responsible react.

[playtime slotti]

In the meantime I have enough information etc. to be able to conclude that I cannot do anything about this matter. Even if I would like to help users and do my best for them, I am of course dependent on playing with open cards and disclosing all details.

But if that's not the case and I intervene based on the user's statements and then receive information from the company that speaks against all of this, then I feel like an idiot. I also don't feel like being abused for such things. This is really disappointing, because I also sacrifice my time here to help users with problems.

For understandable reasons I can not publish any details here, I can only say that the facts are overwhelming and the company has been very cooperative and is absolutely right, there is no doubt.

Honesty is a quality that everyone in this business somehow desires, but some seem to take it lightly, making it extremely difficult for brokers like me to tell truth from untruth until I have clear information.

Ultimately, hidden or untrue details always come to light and I don't understand some users at all. Do they all think that casinos are stupid?

It is not for nothing that the security departments have the ability to check carefully to identify users.

[playtime slotti]

I would like to describe this in more detail here, because the user thinks he is right, consciously or unconsciously, I cannot say. But it was definitely a nice communication, I would like to say that here, but that's not the point.

• It's not just about one casino, but two of this group!
• It's not just about one email address, it's about two!
• It's not just about one account here, but in each of the casinos, two accounts!
• This isn't just about one identity, it's about a second (false or not) and they happen to have the same IP addresses!

There are other details that the Risk Department identified, so the company had no choice but to not only close these accounts but also confiscate the profits. I'm sorry for the user, but the facts speak against it, all conditions have been violated here.

[vlady_bondar]

Hello Zeyno17,

Thank you for your participation in this forum.

We would like to inform you that your account and gaming session have been reviewed by the risk department and have not passed the review procedure due to direct evidence of violations as part of the standard procedure of verification against the general terms and conditions were determined.

According to point 3.3. of the terms and conditions only one player account is allowed for your real personal data. The casino administration reserves the right to close any duplicate accounts and apply any necessary sanctions.

So that it would be more understandable, I would like to give you an excerpt again Casini- Submit terms and conditions:
ï ¿½3.3 Only one user account is permitted per person. Opening an account is only allowed for one person, with one address, one phone number and one IP address. All other accounts opened on the website are considered "Duplicate Accounts". In this case, the casino reserves the right to close all duplicate accounts and apply the following sanctions: Any action performed on a duplicate account will be void. If the duplicate account has paid out bonuses and/or winnings, the player loses their right to them and the casino reserves the right to reclaim these funds. https://Casinia.com reserves the right to cancel wagers, cancel bonuses of any kind, withdraw participation in promotions and permanently exclude customers from participation in the site's bonus program. The site also reserves the right to prohibit the opening of an account or to close an existing account without prior written notice or explanation.ï ¿½

All evidence was provided at the request of the forum administration.

PS Casini As a reputable online casino, feedback and honest opinions, as well as constructive criticism from its players, are very important and depend heavily on them. That's why we're happy when players from Casini use this forum to inform us here.

Sincerely
7StarsPartners team

[playtime slotti]

Thanks to the representative for the answer - as he has already written, we are aware of the circumstances.

The user has also written on other forums including Gamblejoe, but I can't understand the reactions posted by other members and users. Either they consciously write to each other or they don't think about what they are writing. For example, the advice to act as if you were a possible partner makes you doubt the logic of some users.

With all due respect to our fellow campaigners, there are forums where a lot is written, but I doubt whether you can expect any real help there, because they don't want to care or sacrifice their time. But every user has to decide for themselves where to go when it comes to their problems.

If you still haven't understood this yet - partner companies or the casinos themselves have employees who also take care of what is being written about a casino or a group online, especially in forums. Especially when it comes to a relatively young group, what people think is extremely important to them.

And when players have problems, even more so, because then the transparency, cooperation and dealing with the people involved become apparent.

What is being done in this case is the fact that it is a group with a Curacao license that everyone is picking on and calling it a junk license. For me that's complete bullshit, because they also have strict requirements. By the way, the company is currently also trying to get an EU, i.e. Malta, license.

For a casino that is new to the market, it is initially a cheaper option. But that doesn't automatically mean that you want to and can cheat with it.

You always have and read the user's version first, but you don't know whether it corresponds to the facts. This usually only becomes apparent after you know the version of the casino. For data protection reasons, it is always difficult whether an intermediary, i.e. a third person, is provided with information. Here you also depend on the understanding of the provider.

In most cases, however, the relevant data is already available from the user, so that it is only a question of the reasons.

At first I try to believe what a user writes to me, but when I have the casino's version, the first doubts usually arise, which are then perhaps confirmed later. Not all users are dishonest about their problems and there are also casinos that are stubborn and try not to pay, we are already aware of that.

I expect openness and honesty from users when they ask me for help, nothing more and nothing less. The user in question could have also taken part in the discussions or accusations against him. Apparently he didn't think it was appropriate to do it publicly.

As already mentioned, this case involves bonus abuse, multiple accounts in at least two casinos in the group and other matters that could be expanded because there are enough facts and evidence.

If it had happened by mistake, they would have paid or negotiated on a goodwill basis. Unfortunately, this is not possible here for the reasons described and anyone who still thinks that they should still have paid a sum as a gesture of goodwill is completely out of touch with the world and should think about it again.

Casinos have to somehow protect themselves from abuse and fraud, but they also have the upper hand and sometimes one might fall through the cracks. I want to help these people and not the users who think they are gaining an illegal advantage or enriching themselves in some way.

We declare war on users who plan to cheat a casino (which no longer makes any sense at all) as well as casinos who plan to cheat their customers or are looking for reasons not to pay out have to, because they have just as little space in this business.

[Zeyno17]

@vlady_bondar Quote:
All evidence was provided at the request of the forum administration.
.......................
The only question is why chrism these evidence and details of Casini.com have not been made available. It was said on the part of Casini Casinos only I would have a duplicate account and would have violated the terms and conditions. At the time I published the initial post here in the forum, I didn't even know that I had actually registered a second account with the same email address under my name and my actual data. Only the usernames weren't the same. The two accounts were registered by me on the same day, April 08.04.2018th, 2, and at almost the same time. I received advertising emails for both accounts that were addressed to the same email address, which I never read. Of these two accounts, I have never used one. Maybe I somehow hit enter and then quickly hit back because I didn't like the username. Then I changed it and sent the form again. Personally, I believe that the cause must be a technical error because it is actually impossible to register somewhere with the same email twice.


This is done by the script that takes over the data and forwards it to the database. In addition, a certain setting in the database ensures that there are no duplicates in a certain line in the case with the email addresses. This is also necessary to protect the customer in order to avoid exactly this situation that someone can be registered twice unintentionally and without evil in mind and be deprived of his profit.

I then sent the following emails in English to the support:

Dear Casini support team,

with this email I would like to inform you that under no circumstances
and never will I accept your decision to close my account but use all
Possibilities to defend myself against it and not stop until I have
come to my right.
With that I only demand what I am legally entitled namely 2200 € which
are withheld from you because your casino website (casino software)
allows two accounts with one and the same email address.
At the online Casino I met this would not have been possible
something happened to me but I would have been displayed that I
already have an account which would have saved me the further
registration and wasted time.
I have done nothing deliberately to the detriment of your casino.
Before I take the next steps against your decision I would like to
ask you here to reconsider this.

Best regards
................................................ .............................................

And now I come back to my above quote from vlady_bondar the representative of Casini Casinos. Only when Slotti published the information about the circumstances here in the forum did it dawn on me and I understood what I was accused of.
I mean the following quote from Slotti:
It's not just about one casino, but two of this group!
It's not just about one email address, it's about two!
It's not just about one account here, but in each of the casinos, two accounts!
This isn't just about one identity, it's about a second (false or not) and they happen to have the same IP addresses!
-------------------------------------------------- -----------------

It had to be my friend Wiktoria, who visits me occasionally to be with me online casinos tried their luck. She has her own household. Of course we don't play at the same time but take turns. Everyone with their own account and our actual data. Sometimes she recommends a casino to me Casino Casino it was me who advised her to register.
Since the casino obviously also assumes that this is an account with a pseudo-identity, I asked my friend to email her documents to the relevant department of the casino for verification.
What's actually wrong with giving my girlfriend a online Casino recommend and register and deposit at this casino?
With others online casinos you even get money for it and it's called "refer a friend".
We have already acted this way at other casinos and have had one or two winnings paid out without any problems, without any fraudulent intent being assumed on us.
In order to make it clear how much I believed myself to be innocent from the beginning, I would like to publish the second email that I received in the meantime, in which I have not yet received any information about the real allegations Casino Casino had sent to support. I want to apologize for the bad english. I used google translator but am confident the message got through.
................................................ ................................................ ..............

Dear Casini support team,

I would like to apologize that I have opened a second account and
thereby violated the terms and conditions. But since I have never used it
the first account and therefore have not taken any bonuses in it but
only because of a missing entry in your database software would have
prevented that I register with the same email address twice.
This simple security feature is intended to protect customers from
violating terms and conditions set by the casino. Who sets up the
rules has the special duty to ensure that a rule violation cannot
happen advertently or negligently, especially if it can do to the
financial detriment of a customer.
Here are my next steps which I will initiate if you stay with your decision:

complaints@gaminglicences.com Antillephone NV
http://www.casinomeister.com/pitchabitch/
http://www.askgamblers.com/submit-complaint-p4

Furthermore, I make you aware that I publish my opinion and
experiences as long as and as often in forums and posts until when
entering the search term only for example "Casini“one of mine
publications listed at the top as the first hit on Google and others
search engines.
I am very good in SEO and I now Google ranking very well.

Best regards
................................................ .......................

In the next week it will be decided whether I will start to implement my announcements that I sent in the two emails to the support.


I'm serious and I won't let this unjust mess sit on me.

[playtime spielo]

For me the thing is getting more and more opaque! On the one hand you are accused of having registered twice in one day, but you only used one account and on the other hand you now tell what your girlfriend has also registered there. Was that about your computer, your IP and why or where does the same mail addy come from?

It is fundamental in everyone online Casino yes, after registration a verification link is sent to your email address, did you receive it twice and did you click on it twice?

I don't want to imply anything here, but it all sounds very illogical! Maybe 7 StarsPartners will comment again on the matter.

[Zeyno17]

I made a clear statement about the accusation that I had opened two accounts. This now explanations of your question where from the same mail Addy and whether I have also activated both accounts:

At the time I published the initial post here in the forum, I didn't even know that I had actually registered a second account with the same email address under my name and my actual data. Only the usernames were not the same. The two accounts were registered by me on the same day, April 08.04.2018th, XNUMX and at almost the same time. For both accounts I received promotional emails addressed to the same email address which I never read. I never used one of these two accounts. Perhaps I somehow pressed enter when registering and then quickly pressed the back button because I didn't like the username after all. After that I have the username then maybe changed again and then sent the form again.
When you asked, dear Slotti, I searched my emails again and found that I did not receive an email with a verification link or a confirmation email after registration for the second account that I had never used. If I had received this, I would have noticed my mistake straight away because, as I said, the double registration was certainly not intentional or are you happy to deprive yourself of a possible profit? I also noticed a strange circumstance now. Since you wrote above about a casino group and 2 casinos, I looked into it and found that that was probably it Boaboa- Casino must act. It belongs to the same group and we, my girlfriend and I, already registered there before registering Casini.com registered.
What is striking is that I Boaboa.com with the username I registered with Casini.com but never used it and for which I never received an email with a verification link, just promotional emails. Anyway. The double registration should never have happened actually it is impossible to register anywhere with the same email twice because you get the error message that the email address is already registered. Above all, however, there can be no malicious intent behind it if you ultimately only use one account.

Now to your question if my girlfriend uses my computer and the same IP address. It's just more fun for both of us to sit in front of the computer together and watch each other win or lose. Of course, my girlfriend also occasionally plays alone at home and then uses her own computer.
Since we don't think anything bad about it and this circumstance is not based on any intention of manipulation, we do not change our IP address by briefly disconnecting the Internet connection, which we could do without any problems. Also, we do not delete the cookies to disguise anything. What for. How should we be able to manipulate at all? Once again:
Of course we don't play at the same time, we take turns. Each with their own account and our actual data. Sometimes she recommends a casino to me but when Casino Casino it was me who advised her to register. What's actually wrong with giving my girlfriend a online Casino recommend and register and deposit at this casino?
With others online casinos you even get money for it and it's called "refer a friend".
We have already acted in this way at other casinos before, making deposits and having received one or the other win without any problems and without us being accused of fraudulent intent.

I did not want and did not cheat anyone, but deposited money and should now be deprived of my winnings by conditions and rules determined by the casino without being in debt. If the decision stays the same, I will by no means give in but, on the contrary, will not stop informing other players about this unjust mess. If need be, until Saint Never's Day.