Fight Club Casino - プレーヤーは複数のアカウントを開設したとして非難されています。

The casino says I have two accounts with you.

Now you don't want to cash out my winnings.

Das Casino sagt ich zwei Accounts bei Ihnen.

Jetzt wollen Sie mein Gewinn nicht auszahlen.

Dear Mattia, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs (https://www.fightclubcasino.com/terms-and-conditions) and I found this:

„8.1 Each player is allowed to create only one (1) personal account per residence address, household, IP address or PC. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Have you accumulated your winnings with or without an active bonus, please?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

My friends sometimes play from home in the casino using my WiFi.

No, I won this prize without an active bonus.

What I can't understand is that I was able to open an account at FightClubCasino that evening and make a deposit.

Meine Freunde spielen ab und zu von mir zuhause auch im Casino über mein WLAN.

Nein ich habe diesen Gewinn ohne aktiven Bonus gewonnen.

Was ich nicht verstehen kann ist, das ich mich an diesen Abend beim FightClubCasino ein Account eröffnen konnte und eine Einzahlung vornehmen konnte.

Antwort vom Casino auf meine Frage obs Sie mir den Namen/Benutzernamen/Email von meinen ersten Konto können sagen!!

 Dear Mattia,

Our security system has flagged your account as a duplicate. 

It means that more than one account created\used with the same IP address, device or browser.

Unfortunately, we can't provide information (such as name, email) about duplicate accounts.

Please provide the requested bank data in order to process your refund.

Best regards,

FightClub Casino Support Team

Thank you very much Mattia for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Mattia,

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

Hello Kristina

Super thank you.

Hallo Kristina

Super vielen dank.

Hello Mattia, 

By check of your account, our system has automatically recognized that 2 accounts have been created per one IP address, device or browser. It contradicts the points of the casino's General Terms and Conditions which states that "8.1 Each player is allowed to create only one (1) personal account per a residence address, household, IP address or PC. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors." Terms and Conditions | Fight Club Casino

Unfortunately, we can't provide information about duplicate accounts at the player's request. We ask you kindly to provide the requested bank data in order to process the refund of your deposit in the amount of 87.80 EUR to support@fightclubcasino.com.

Dear Casino Guru, we would appreciate it if you could share with us an email address where the casino can send all proofs about this case. 

Thank you for your understanding and collaboration!

Kind regards,

Fight Club Casino

Hello Fight Club Casino team,

Thank you for your reply. My email address is: peter.m@casino.guru. Looking forward to hearing from you.

Hello all,

All proofs have been escalated to the Casino Guru team.

Thank you in advance!

Kind regards,

Fight Club Casino

Thank you Fight Club Casino team for your email and help.

Dear Mattia,

Based on the evidence provided by the casino I'm afraid there is nothing we can do. All the evidence clearly supports the claim of two accounts opened in your name with two different email addresses. Unfortunately, we can't help you with this case. I can only recommend you be more careful in the future when opening a new casino account and finish the verification before you deposit any money.

Ok I believe you even if I don't see the evidence.

Thank you for everything.

Ok ich glaube das ihnen auch wenn ich die Beweise nicht sehe.

Vielen Danken für alles.

Thank you Mattia for your reply. I wish I could be of more help. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter