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Account blocking and accusation of fraudulent intent after requesting my winnings to be paid out,

Reason: multiple accounts

After asking support to name the accounts, the casino did not give me any information about the double account

Kontosperre und Vorwurf betrügerischer Absichten nach Auszahlungsantrag meines Gewinnes,

Begründung: mehrere Konten

nach anfrage an support mir die Konten zu benennen, erteilte mir das Casino keine Info über das Doppelkonto

Dear DYNAMOANDI,

Thank you very much for submitting your complaint and forwarding the relevant communication. 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 you have activated any promotional offer when depositing funds into your account? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, using the same email address?

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

Hello Petronela,

Thanks for your help and quick response. Unfortunately, I can only 99% rule out that my partner has registered with the same IP address ... because we use the WiFi network there, depending on the stay in her or my apartment, but from separate devices ... you usually use your mobile phone I use the laptop. We have 100% separate emails and each have their own address and DIFFERENT back names Kaa .... / LEMKE. Basically, however, we make sure that we follow the casino's regulations when registering. I also read 98% of the terms and conditions of the casinos to avoid such problems. I'm sure I'll be lured by ADVERTISING BONUSES and don't pay attention to the quality of the casino when I try it out. But basically it is important to me to be a guest at good casinos (e.g. Sunmaker, Netbet ;: TipICO, Hyperino, etc.) I CANNOT fully understand that when using the same WLAN network because the verification is always via the ID card and the bank account is running.

The winnings (payment request for: Muchbetter EUR 200.00 / approx. EUR 150 remaining credit in the casino) came from a gift from the casino for my birthday on June 2nd. earns bonus (I think) 3.50 to 5.00 euros .... Bonus conditions have been met. and the PAYOUT released for review.

In the run-up I had already made 1 to 2 deposits ,,, but was not too often a guest in this casino --- mostly only through promotional offers ... Because I actually. have my favorite casinos.

I will send you the CORRESPONDENCE with BIG 5 Casino by email.

I thank you in advance for your efforts ...

Have a nice day ... mfg Andre

Hallo Petronela,

Danke für Ihr Hilfe und schnelle Antwort. Leider kann ich nur zu 99% auschliessen das sich meine Partnerin mit der gleichen IP Adresse angemeldet hat... da wir je nach Auffenthalt in ihrer oder meiner Wohnung das dortige WLAN Netz nutzen, das aber von getrennten Geräten... Sie meistens übers Handy ich über den Laptop. 100 % haben wir getrennte Emails sowie jeder eine eigene Meldeanschrift sowie VERSCHIEDEN Hinternamen Kaa..../ LEMKE. Im Grund aber achten wir bei der Anmeldung darauf den Bestimmungen der Casinos folge zu leisten. Lese mir die Bedingungen der Casinos auch zu 98 % durch, um der artige Probleme aus den Weg zu gehen. Mit Sicherheit lasse ich mich von WERBEBONIS locken und achte beim Reinschnuppern nicht gleich auf die Qualität des Casinos. Aber im Grunde ist es mir wichtig bei guten Casinos Gast zu sein ( Bsp. Sunmaker, Netbet;: TipICO, Hyperino usw.) NICHT ganz kann ich das mit der Nutzung des gleichen WLAN Netzes nicht nachvollziehen da ja die Veriffizierung immer über über den Personalausweis und dem Bankkonto läüft.

Der Gewinn ( Auszahlungwunsch über : Muchbetter 200,00Euro / ca. 150 Euro noch Restguthaben IM Casino ) wurde über ein Geschenk des Casinos zu meinem Geburtstag am 2.6. erspielt Bonus ( ich glaube ) 3,50 bis 5 ,00 Euro.... Bonusbedingungen wurden erfüllt. und die AUSZAHLUNG zur Prüfung freigegeben.

Im Vorfeld hatte ich schon 1 bis 2 Einzahlungen getätigt,,,war aber nicht all zu oft in diesem Casinos zu Gast--- meistens nur über werbeangebote... DA ich eigentl. meine Stammcasinos habe.

Per E mail werde ich Ihnen den SCHRIFTVERKEHR mit BIG 5 Casino zu kommen lassen.

Ich bedannke mich schon im Vorfeld für Ihr bemühen ...

Einen schönen Tag... mfg Andre

CORRECTION OF THE PAYOUT amount in the Big5 Casino was 150 euros (Muchbetter account) Sorry

KORREKTUR DIE Höhe des AUSZAHLUNGAntrags war im Big5 Casino 150 Euro ( Muchbetter Konto ) Sorry

Hi DYNAMOANDI,

Thank you very much for the forwarded communication. As you've been informed by the casino already, opening multiple accounts from the same IP address, home address, or household is strictly forbidden. I have checked the general terms and conditions, and this is what I found https://www.big5casino.com/en/terms:

"Multiple Accounts

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.

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.

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."

"Abuse of Promotions

We may deem a Player's behaviour as amounting to "Abusive" including but not limited to the cases listed hereunder :

• if the Player provides registration information that is false or incorrect;
• if the Player creates multiple accounts or uses IP hiding software, as only one (1) Account per household, person or IP is allowed (unless awarded prior email approval by management);"

I'm sure you agree with me that the abovementioned rules have been breached. The only way to resolve this situation would be to have written permission from the casino to register more than one account from the same IP address, home address, or household. However, we always recommend players to obtain this permission prior to actually opening a second account. Could you please advise if you have communicated this possibility with the casino previously? If not, I'm afraid we can't help you.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

hello .... I know the terms and conditions are generally identical with regard to IP address and household. Therefore, I could have admitted to 1% that it could be that you may have registered with the same IP address. But what would be an enormous coincidence ... because we don't talk to each other who is registering where ... especially since we didn’t even know when I registered. In the meantime, the DSL provider (WLAN) has also been changed and the laptop is also new. Furthermore, it is very unlikely that this is the case ... because I assume that your account would have been blocked in connection with my account blocking.

But it doesn't ... she has full access to your account. THEREFORE I CANNOT EXPLAIN HOW A DOUBLE ACCOUNT IS CREATED; AND WOULD ALMOST PUT MY HAND ON FIRE ;;; THAT THAT'S NOT THE TRUTH. Since I always save my passwords on Google, a second account should have appeared there ... Is not understandable in this regard ... Since it has happened to me of course ... that has happened to me over the last 4.5 years not every casino has in mind ..... a registration inadvertently carried out twice, but in most cases this was immediately recognized by the system and thus immediately eliminated with the casino in question (via the casino customer service) as I would like to do without such stress as I said ... would like to play my games in peace ... and be happy about a win ... it makes no sense to deposit money and worry about whether I will get the payout or not . And as I said I am a customer of some casinos ... and that has never happened to me after almost 4.5 years ... that my account was blocked after a withdrawal request ... but once my profit was cut 3,500 Euro ... because I did not adhere to the bonus conditions .... Was also actually. Ok there I do. Did not keep the maximum bet .... Although the winnings were not won in the free spins ... but ok .. I classify this case somewhere ... But what happened to BIG5 now, I have to strongly doubt .... I am now Encouraged and now would like to have the facts clarified .... since BIG5 HAS NOT PROVIDED A DOUBLE ACCOUNT, I ASSUME SCAM OF THE BIG5 CASINO AT THE TIME :::

IT WOULD BE A GREAT HELP IF YOU COULD BRING THE BIG 5 CASINO TO ME TO GET WRITTEN PROOF OF YOUR ACCUSED :::: AND THE FACTS THEN CAN BE DECLARED HAVE ::: SEE MY ERROR AND IN THE EVENT OF CHEATING ON THE PART OF BIG 5 FURTHER STEPS CAN BE INITIATED ::: I WANT TO KNOW THIS NOW ::::

THANK YOU MFG ANDRE L ***

hallo.... die Geschäftbedingungen kenne ich sind ja im allgemeinen betreffend IP Adresse und Haushalt alle identisch. Deshalb könnte habe ich zu 1 % eingeräumt das es sein könnte das Sie sich evtl. mit der gleichen IP Adresse angemeldet hat. Was aber ein enormer Zufall wäre... da wir uns ja nicht Unterhalten wer sich wo annmeldet... zumal bei meiner Anmeldung wir noch garnicht kannten. Zwischenzeitlich auch der DSL Anbieter( WLAN ) gewechselt wurde und der Laptop auch Neu ist. Des weiteren ist die sehr unwahrscheinlich das dies der Fall ist .... da ich von ausgehe das im Zusammenhang meiner Kontosperre Ihr Konto auch gesperrt worden wäre.

Was aber nicht der Fall Ist ... sie hat vollen Zugriff auf Ihr Konto. dAHER KANN ICH MIR NICHT ERKLÄREN WIE EIN DOPPELKONTO ZU STANDE KOMMT; UND WÜRDE FAST MEINE HAND INS FEUER LEGEN;;; DAS DAS NICHT DER WAHRHEIT ENTSPRICHT. DA ich meine Passwörter immer bei Google speicher hätte auch dort ein zweites Konto erscheinen müssen... Ist diesbezüglich auch nicht Nachvollziehbar.... Da es mir natürlich schon mal passiert ist ... das mir in laufe der Letzten 4,5 Jahre ich nicht jedes Casino im Kopf habe..... eine Registrierung unbeabsichtigter Weise Zweimal durchgeführt habe,,, was aber in den meisten Fällen sofort vom System erkannt wurde und somit sofort mit dem Betreffenden Casino aus der Welt geschafft wurde( über den Casino Kundendienst) da ich wie gesagt auf solchen Stress gut Verzichten möchte ... möchte in Ruhe meine Spiele spielen... und mich über einen Gewinn freuen .... macht ja keinen Sinn Geld einzuzahlen und danach zu bangen ob ich die Auszahlung durch bekomme oder nicht. und wie gesagt ich bin bei einigen Casinos Kunde .... und das ist mir nach fast 4,5 Jahren noch nie passiert... das mein konto nach einen Auszahlungsantrag das konto gesperrt wurde... doch einmal wurden mir der gewinn gestrichen 3.500 Euro... da ich die Boni bedingungen nicht eingehalten habe .... War auch eigentl. Ok da ich den. Höchsteinsatz nicht eingehalten habe.... Obwohl der gewinn nicht bei den Freispielen gewonnen wurde... aber ok .. diesen Fall konto ich irgendwo einordnen... Aber was mit BIG5 nun passiert ist muss ich Stark anzweifeln.... Bin nun Angestachelt und möchte nun auch den Sachverhalt geklärt haben.... da mir BIG5 kein DOPPELKONTO VORGELEGT HAT GEHE ICH ZUM ZEITPUNKT VON EINEN BETRUG DES BIG5 CASINOS AUS:::

ES WÄRE MIR EINE ENORME HILFE WENN SIE DAS BIG 5 cASINO DAZU BRINGEN KÖNNTEN MIR EINEN SCHRIFTLICHEN NACHVOLLZIEHBAREN BEWEIS IHRER BESCHULDIGUNG ZUKOMMEN ZU LASSEN:::: UND DER SACHVERHALT DANN ORDENTLICH GEKLÄRT UND ZU ENDE GEBRACHT WERDEN KANN::: DAMIT ICH FALLS ICH DAS GETAN HABE ::: MEINEN FEHLER EINZUSEHEN UND IM FALLE EINES BETRUGEN SEITENS BIG 5 WEITERE SCHRITTE EINGELEITET WERDEN KÖNNEN::: ICH MÖCHTE DAS JETZT WISSEN::::

DANKE MFG ANDRE L***

Thank you, DYNAMOANDI, for your reply. Could you please advise if any of these two accounts have been successfully verified in the past? Have there been any other accusations than multiple accounts? Could you please forward any relevant communication to petronela.k@casino.guru?

Hello with the certification everything was properly confirmed and accepted ... The registration is a long time ago but I think it was checked again in between ... Furthermore, there was no accusation of lending and I only have one account there and that was yes now blocked ...

With best regards

hallo bei der Zertifizierung wurde alles ordnungsgemäß bestätigt und akzeptiert...Die anmeldung ist aber auch schon länger her aber glaube es wurde zwischendurch auch noch einmal geprüft...Weiterhin gab es keinerleih anschuldigung und ich habe dort auch nur ein konto und das wurde ja nun gespert...

mit freundlichen grüßen

Thank you, DYNAMOANDI, for your reply. Just a short recap before we will contact the casino. Could you please confirm or deny the following?

• your account has been fully verified in the past
• your winnings have been accumulated from a Birthday Bonus
• the other account remained opened and yours got blocked
• it was your first attempt to withdraw any winnings from this casino
• you and the other casino account holder share the same IP address occasionally

Looking forward to hearing from you.

Hello ... THANK YOU for the great support for my case ...

I can summarize it except for the 2 note on point 3: with other accounts I meant that of my partner, where the possibly accidental double registration could have been carried out .. That can be ruled out for the time being ... because her account was not closed .... So I assume that everything is ok here-

No further accounts are known.

to POINT 5: IT is occasionally the same WLAN network used ... IP addresses are actually different !! 1

I hope you have success in contacting the casino - and the whole case is finally clarified.

MAXIMUM SUCCESS !!! AND HAPPY DAY :::::: ANDRE

Guten Tag... DANKE für die Super Unterstützung für meinem Fall...

Ihre Zusammenfassung kann ich bis auf die 2 Anmerkung zu Punkt 3: mit anderen Konto meinte ich, das meiner Partnerin ,, wo die evtl .versehentliche Doppelregistrierung durchgeführt worden sein könnte .. Das kann vorerst ausgeschlossen werden... da ihr Konto nicht geschlossen wurde.... Also gehe ich von aus das hier alles ok Ist-

Weiter Konten sind nicht bekannt.

zu PKT 5 : ES wird gelegentl . das gleiche WLAN Netz genutzt ... IP-Adresse sind eigentlich unterschiedlich !!1

Ich hoffe Sie haben Erfolg bei der Kontaktaufnahme zum Casino-- und in den ganzen Fall kommt endlich Klarheit rein..

MAXIMALEN ERFOLG !!! UND SCHÖNEN TAG :::::: ANDRE

Thank you very much, DYNAMOANDI, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello DYNAMOANDI!

From now on, I will take care of your complaint, I would like to invite representatives of Big5 Casino into this complaint in order to help us resolve the situation.

We would like to ask Big5 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 will have negative impact on the casino's rating.

Dear Customer

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47) as Casino Guru representative already wrote above. 

Considering the information we have so far and your confirmation of creating two accounts under same IP and household, both accounts have been closed from further playing in line with our general Terms and Conditions clauses.

(https://www.big5casino.com/en/terms ; Multiple accounts – article 49)

All of the proofs from our system has been shared with Casino Guru complaints team to support above claims and we will be awaiting the resolution here

Kind regards,

Big5Casino Complaints team

hello, the big 5 answered .... I would not have thought .... did you get the big 5 proof --- as I said my partner still has access to big5.

hallo schön das big 5 geantwortet hat.... hätte ich ja nicht gedacht.... haben sie den beweis big 5 erhalten--- wie gesagt meine partnerin hat noch zugriff auf big5.

Hello DYNAMOANDI!

After careful examination of the supporting evidence provided by the casino, it seems that you did breach aforementioned rules regarding multiple accounts.

We regret to inform you, that in this particular case we are not able to support you.

If you are not satisfied with the outcome of this complaint, you can still raise this complaint to the relevant Licensing Authority of the casino, which is Malta Gaming Authority.

Please, let us know about your decision.

HELLO :::: Thank you for this info and your efforts .. I would be very grateful if you would send me the submitted documents .... so that I can get a picture of the accusation. I can really To date, I have not yet explained any connection for this allegation and would then possibly clarify this cause and create the world ... As I am certainly not pursuing any fraudulent intentions, as described in advance, and BIG5 is also the 1st casino (from at least over 50 , registered casinos) is where I am accused of having made several deposits after successful verification. I would have one more request if this decision is final for B5. Get in touch with big 5 and arrange for the deletion of all accounts of the partner casinos (e.g. C Winner, Rembrandt etc.). Thanks again for your efforts ... I was still a good help! MFG other

HALLO :::: danke für diese Info und Eurer bemühen.. ich wäre euch sehr dankbar, wenn Ihr mir die vorgelegten Belege zukommen lassen würdet.... damit ich auch ein Bild von den Vorwurf erhalte. Ich kann mir wirkl. bis Dato noch keinen Zusammenhang für diesen Vorwurf erklären und würde diese Ursache dann auch ggf.klären und der Welt schaffen...Da ich wie im Vorfeld beschrieben mit Sicherheit keine betrügertischen absichten verfolge und BIG5 auch das 1. casino ( von best. über 50, angemeldeten Casinos ) ist , wo mir dieser Vorwurf nach erfolgreichen Veriffizierung u.a. mehreren Einzahlungen vorgeworfen wird. Eine Bitte hätte ich dann noch wenn für B5 dieser entschluss endgültig ist. Sich mit big 5 in Verbindung setzen und, um eine Löschung Aller Konten der Partnercasinos ( Bsp- C Sieger , Rembrandt usw. ) zu veranlassen. Danke nochmals um euer bemühen...wart mir trotzdem eine gute Hilfe!!! MFG andre

Hello DYNAMOANDI!

Unfortunately we are not able to provide you with the documents we have received from the casino due to various reasons. If you are not satisfied with this complaint's resolution, you can still raise the complaint with the regulatory body of the casino, which is Malta Gaming Authority.

Please let us know about your decision.

Hello ,,, with what reason these documents are not allowed to be presented to me ... you were able to have my data deleted from the partner casinos.

Hallo,,, mit welcher Begründung dürfen mir diese Unterlagen nicht vorgelegt werden... konnten Sie die Löschung meiner Daten bei den Partner Casinos veranlassen.

huhu

huhu

Hello DYNAMOANDI!

As I said earlier the documentation provided to us was confidential and we do not disclose these to anyone, the casinos provide us often with an evidence, only to have a better insight and to help us make any conclusion and we are not able to share it publicly or to anyone.

I completely understand that you would like to see the documents for yourself, however in this case we are not are not able to make any move. It is up to casinos to decide to whom they provide such information.

If you decide to raise the complaint further, the Licensing Authority will also be able to access the same documentation and maybe even more than we did. That is why in case of your dissatisfaction you should do it.

Please let me know, if you'd like to contact the casino's Licensing Authority, in case of irrelevant answer I will close this complaint as 'rejected'.

Looking forward for your answer.

Hello ... thank you again for your efforts ... I have considered ... to submit a complaint to the licensing authority ... mfg

Hallo... danke nochmals für euer bemühen... ich habe mir überlegt ... beschwerde bei der Zulassungsbehörde einzureichen... mfg

Hello DYNAMOANDI!

We will now close this complaint, I would like you to inform us on the decision of the regulator once the case will be solved on their end. You can reach me via my email address: 'martin.d@casino.guru'.