Stake7 Casino - Hráč byl obviněn z otevření více účtů.

I made several deposits through stake7 casino and won over 1000 euros through a good run. I wanted to have 900 euros paid out to my bank account and now it is said that I have a multi-account although I only had my player account verified on January 25th, 2021 and a payout of 90 euros at that time was well made and paid to my bank account without any problems has been. Now I was accused of this multi-accounting and withheld my payment amount because I had allegedly violated their terms and conditions. Although I do not have another player account and I was not informed of this problem when I was verirified at the time. What legal option do I have to get my sum now?

Ich habe über stake7 casino mehrere einzahlungen getätigt und durch einen guten Lauf aber über 1000 Euro gewonnen. 900 Euro wollte ich mir also auf mein Bankkonto auszahlen lassen und nun heißt es das ich ein multi-account hätte obwohl ich mein spielerkonto erst zum 25.01.2021 verfirizieren ließ und eine damalige Auszahlung von 90 Euro gut von statten ging und problemlos auf mein Bankkonto gezahlt wurde. Jetzt wurde mir eben dieses multi-accounting vorgeworfen und meine Auszahlungssumme einbehalten weil ich angeblich gegen ihre AGBs verstoßen hätte. Obwohl ich kein weiteres spielerkonto besitze und mir dieses Problem auch nicht bei meiner damaligen verfirizierung mitgeteilt wurde. Welche Möglichkeit habe ich rechtlich gesehen nun an meine Summe zu bekommen?

Dear Corinna,

Thank you very much for submitting your complaint. I’m very 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 neighbours has opened an account from the same IP address or device as yours?

Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear Corinna,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.