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hello I received this email after I applied for payment I live alone with my 9 year old daughter I definitely don't have multiple accounts

it is apartment building where 6 families live in the same block

As long as I didn't win, no one told me that I had several accounts. As soon as I won something and requested a payout, they blocked me immediately, either they transferred my winnings or they paid back everything I had paid in so far

I want to see proof who this is supposed to be

the other accounts

Dear Hamdiye,

Kindly be informed that your account with us has been closed because our system has detected multiple accounts. As per our terms and conditions you are allowed to have one account per person or household.

Having multiple accounts is a violation of our terms and conditions.

It has been fully investigated and it has been decided that your account is to remain closed permanently.

Any winnings have been waived due to this violation.

Please note that we have strict rules and regulations that are set by the gaming authority and we have no option but to adhere to them.

Sincerely,

bella

legal.department

hallo habe diesen email erhalten nach dem ich Auszahlung beantragt haben ich wohne alleine mit meine 9 jährige Tochter ich habe definitiv nicht mehrere Accounts

es ist Mehrfamilienhaus wo 6 Familien im gleichen Block wohnen

solange ich nicht gewonnen habe hat mir ein Einzahlungen kein Mensch was gesagt das ich mehrere Accounts habe kaum habe ich was gewonnen und Auszahlung beantragt haben sie mich gleich gesperrt entweder überweisen sie mein Gewinn oder die zahlen alles zurück was ich bis jetzt einbezahlt habe

Ich möchte beweise sehen wer das sein soll

die anderen Accounts

Dear Hamdiye ,

Kindly be informed that your account with us has been closed because our system has detected multiple accounts. As per our terms and conditions you are allowed to have one account per person or household. 

Having multiple accounts is a violation of our terms and conditions.

It has been fully investigated and it has been decided that your account is to remain closed permanently.

Any winnings have been waived due to this violation.

Please note that we have strict rules and regulations that are set by the gaming authority and we have no option but to adhere to them.

Sincerely, 

Bella

legal.department

Dear Hamdiye,

Thank you very much for submitting your complaint and for forwarding the relevant screenshots and communication. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

Was your account successfully verified in the past?

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

Best regards,

Petronela

Hello, I live in my apartment alone with my 9-year-old daughter. I definitely don't have any other accounts, otherwise they are in Pertisaustr. 1 more 5 families I can't ask them it's just my neighbors at other online casinos I've never had any problems so far at this winning casino I verified myself on the same day and it was successful and then I wanted to win €1000 cashed it out and then they banned me

Hallo ich wohne in meine Wohnung alleine mit meine 9 jährige Tochter ich habe definitiv keine andere Konto sonst sind n der Pertisaustr. 1 noch weitere 5 Familien ich kann sie schlecht fragen es sind nur meine Nachbarn bei andere online Casino habe ich bis jetzt noch nie Probleme gehabt bei diese Sieger Casino habe ich mich am selben Tag verifiziert und es war erfolgreich und anschließend habe ich 1000€ gewonnen wollte es auszahlen lassen und dann haben sie mich gesperrt

Thank you very much, Hamdiye, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Hamdiye,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.

Ok thank you I don't understand why they didn't say anything as long as I paid in and only blocked where I won something

Ok Dankeschön ich verstehe nicht warum die nichts gesagt haben so lang ich einbezahlt habe und erst dann gesperrt haben wo ich was gewonnen habe

Dear Hamdiye,

We are sorry to see what happened and that your account has been closed.

Having checked everything with our relevant department we have been informed that the account has been closed and the payout waived due to a breach of our Terms and Conditions sections 47, 48 and 49.

47) Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

48 ) In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

49) In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

Due to private information, unfortunately, we are not able to share any more details publicly.

Best regards

Customer Experience Team

Hello, then please prove it, I'm 100% sure that I don't have a second account, then you should state or prove it

Hallo dann soll sie es bitte beweisen ich bin mir 100% sicher das ich kein zweites Account habe dann sollen sie angeben oder beweisen

Dear  Casino Sieger team,

Please send the supporting evidence to my email address (peter.m@casino.guru).

Dear Peter,

Thank you for your reply.

Please be informed that we have sent you an e-mail with all necessary details.

Best regards

Customer Experience Team

Hello, believe me that it is not true what they claim they just don't want to make a payment that's more of a scam what they're doing I've never made multiple accounts how can we proceed now

Hallo glaube sie mir das es nicht stimmt was die behaupten die wollen nur keine Auszahlung machen das ist eher Betrug was die machen ich habe niemals mehrere Accounts gemacht wie können wir jetzt vorgehen

Hello, is there anything else you can do?

Hallo kann man da noch was machen

Thank you Casino Sieger team for the email.

Dear Hamdiye,

Let me ask a question. Is it possible that there is another person that has an account in the casino and plays from your household?

hello no definitely not I live alone with my 9 year old daughter and there are just 5 other families in the same house but have nothing to do with me they are just neighbors

hallo nein definitiv nicht ich wohne alleine mit meine 9 Jährige Tochter und es sind halt noch 5 weitere Familien in selben Haus aber haben mit mir nichts zu tun es sind nur Nachbarn

Hi Hamdiye,

Unfortunately, the evidence from the casino suggests that you are not telling us everything. There is obviously activity (switching at about the same time) on two casino accounts from the same IP, as well as from the same device, and browser. This means it can't be your neighbors. Usually, we ask the casinos to judge the complaints individually even if two people registered and play from the same household. They just have to prove that they played for themselves. In your case, the evidence is strong and suggests that you are not telling the (whole) truth. It also suggests switching between the two accounts within a very short period of time. The evidence from the casino is strong here. I'm afraid we can't help you with this one and your complaint will be rejected. It's always better to be perfectly honest. If you disagree with our decision and feel that we decided incorrectly, I recommend you turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.

Best regards,

Peter