Hotline Casino - Hráč byl obviněn z otevření více účtů.

I supposedly have a duplicate account which is not true. I'm really desperate. How can a casino with so much turnover say things like that, please help

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habe angeblich ein duplikate account was nicht stimmt bin echt am verzweifeln wie kann ein casino mit soviel umsatz so sachen behaupten ich bitte um hilfe

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Dear Realkings,

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. Did the casino block your account or confiscated your winnings due to this issue?

Is there any chance that someone from the same household or using the same IP address has also created an account at this casino? Could you please confirm that you have passed the KYC verification?

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

Hello, so I lived with my ex until 4 months ago, I don't know anymore whether she made an acc or not but I don't think so😕 kyc was not asked for 😕

Hallo also ich habe bis vor 4 monaten bei meiner ex gewohnt ich weis nkchtmehr ob die sich da einen acc gemacht hat oder nicht glaube aber nicht😕 kyc wurde nicht angefragt😕

Thank you for your reply, Realkings. Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Unfortunately, there was no communication because I was blocked directly and they didn't answer mine. Email contact😕

Es gab leider keine Kommunikation da ich direkt gesperrt wirde und die nicht antworten auf meinen. Email kontakt😕

Could you please advise if you activated any bonuses?

The bonus was activated but implemented it with the requested conditions and was therefore able to withdraw easy money

Der bonus war aktiviert aber habe den mit den angeforderten Bedingungen umgesetzt und konnte eas Geld somit auszahlen

Thank you very much, Realkings, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Realkings,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Hotline Casino to join the conversation.

Dear Hotline Casino,

Can you please provide information on the supposedly multiple accounts of the player?

If the information can't be shared publicly, please send them to michal.k@casino.guru

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.

Upon forwarding the supporting evidence to the casino.guru team for review, the player has been refunded their deposited funds.

Best regards,

Hotline Casino

I have never received my winnings let alone seen any of my deposited funds

Ich habe meinen gewinn niemals bekommen geschweige denn von meinen eingezahlten geldern etwas gesehen

Especially since I'm accused of owning duplicate accounts I'm not true and I may have the profit

Zumal mir vorgeworfen wird Duplikat accounts zu besitzten das ich nicht wahr und ich mag den gewinn haben

Thank you for the response and the provided evidence, Hotline Casino.

Dear Realkings,

We have received evidence that multiple accounts were created in the casino with the same or very similar name, address, email, date of birth, and other data as yours. The casino provided proof that your deposit was returned back to you on 25.03.2023. If you have really not received it yet, you need to provide us the statement from your ezee wallet at michal.k@casino.guru

I sent them

Habe ihnen geschickt

Dear Realkings,

I have replied to your email, please check your inbox.

Dear Realkings,

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.

Hello, I'm currently on assembly work, I have to confirm my account there so that I can get the bank statement, I'll do that as soon as I get home

Hallo bin momentan auf montage muss mein konto da auch noch bestätigen damit ich den kontouszug bekomme mache das sobald daheim

Dear Realkings,

I'm still waiting for the statement from your eZeeWallet.

I'll send you these today

Ich schicke ihnen die heute

Dear Realkings,

I have replied to your email, please check your inbox.

Dear Realkings,

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.

Dear All,

As I am in communication with all involved parties outside of this forum as well, I will provide an update once the situation is "closed" for both involved parties. I will extend the timer for additional 7 days for now.

Dear All,

I was informed by the casino that the last deposit was returned back to the player. The player has confirmed the refund was successfully received on their side, so we consider this case as to be closed.

As mentioned previously we have received evidence that multiple accounts were created in the casino with the same or very similar name, address, email, date of birth, and other data. Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. Please understand it is your responsibility to ensure you have not created multiple accounts.

I would like to thank both parties for their cooperation. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal