Tusk Casino - Hráčův účet je zablokován kvůli údajnému více účtům.

Hi, I received this email, from tuskcasino 08.08.23:

"During our security checks, we came across different active accounts linked to your IP address.

Please acknowledge that players are only allowed one Player Account per computer, IP address, home, device.

Subject to clauses 8 and 9 of the T&C Bonus Terms.

If any Player attempts to open more than one member account, all betting accounts belonging to that Player (or Player group) may be blocked or closed and an administrator fee may be charged and winnings may be confiscated."

I answered:

"Hi,

With respect, what accounts? I have seriously no idea what you are talking about. I have only made one account with tusk casino. How can you link different accounts to my IP address when I use my home wifi and internet from my 4g provider? I am the only one that plays at casinos in my home, so it can't be that IP address. 4G providers create new and unique IP addresses for every user, so it can't be that. I am astonished how it is possible to link me to other accounts with these IP addresses. 

Did this IP match happen yesterday by any chance? I l wanted to try a VPN. I might have forgotten to exit your site when trying the VPN. Was the IP address British? It should be easy to check if this is a VPN IP address. For your information, I didn't make any bets while having this VPN on. I must have had the tusk casino tab open in the background (by mistake). I am confused and shocked by your allegations. I seriously don't know what I have done wrong here.

But in the end I find it outrageous to accuse me of violating "Subject to clauses 8 and 9". I am flabbergasted that this is an email you have sent me.  I do not recognize in the strongest terms what you accuse me of."

I still stand by the email I sent tusk casino. I have no idea how they can link me to other accounts using my IP address as I am the only one to use my home network and 4g network. No one else uses these IP addresses, but me. Therefore I stronly reject what they accuse me of. I ask Tuskcasino to reconsider.

Best regards.

Dear hptm,

Thank you very much for submitting your complaint. 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? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

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

Hi,

I am the only one that plays in casinos in my family. No, it cant be any of them. No neighbour have access to our network, so it cant be them. Only one account has been made on my home wifi or 4g network, and that account is in my name. Only one account has been made on my coumputer/phone, and that is by me.

I played with a small 50 euro casino bonus. I didn't accumulate any relevant part of my winnings using this bonus.

My account is verified, correct.

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

FYI, I deposited 2000 euro to this site. I played this up to 5000 euro. Only the 2000 euro has been paid. Therefore I am claiming 3000 euro in my complaint.

Best regards.

Hello Orde0,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Tusk Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Tusk Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

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.

Dear Orde0,

I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Copy that. I look forward to getting to the bottom of this.

Dear Orde0,

I was provided with information that the reason for blocking your account was sports betting-related.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, so I’m forced to reject your complaint.

I suggest you submit your complaint to one of these two websites that deal with sports betting-related complaints – https://www.osga.com/ or https://www.sportsbookreview.com/sportsbook-complaint/.

Thank you very much for your understanding.

Kind regards,

Tomas