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Dear Klausscrf,

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. Could you please advise what was the reason you have closed your first account? Have you used the same credentials to register your second account? Was any of those two accounts successfully 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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good Morning ,

i closed my first account for gambling addiciton...

Both of my accounts were verified ... i also did a small withdrawal of 300 with that second account and spent again with them....

in the second account i did use a different email because i dont have more acess to my first email since 2018 (someone tryed to hack), but I did use all same credentials, name , ADRESS , passport and etc

they already had my , passport, my ecopayz account and all my info like, ADRESS and credentials, since my first account...

Thank you, Klausscrf, for your reply. If there’s any relevant communication, please forward it to petronela.k@casino.guru. Maybe you still have the communication regarding the first account closure. It would be very helpful in this case.

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

minutes ago i just received an email from them asking the proof that i asked to block permannently because of gambling addiction... i said that i asked to block permannently using the live chat... as my print screen 2 posts back , she confirms that i have asked to block my first account permannently without the possibility to reopen

They really dont want to cooperate and assume their fault of allow 2 accounts in my name

I Just received that email :

Dear Klauss,

Thanks for your letter.

We would like to inform you that the first account was closed before the creation of the second one.

Therefore, we could not see and close the new account due to the fact that at that time it didn't exist.

We are thankful for providing us with such information but you had to inform us regarding your problem right after the new account creation. Sorry, but the funds that are lost can not be refunded.

Thanks for understanding.

Regards,

7bit casino support team

Is almost a joke how they are always changing the excuses... they really think its correct allow someone open a second account... They had all my documents since my first account.

new email received:

Dear Klauss,

Thanks for your response.

We are really sorry to hear that you developed a gambling problem. But you did the right step in the right direction by self-excluding yourself from gambling. We want to inform you that your account was closed permanently.

What is more, we cannot be responsible for the fact that you forgot about the account creation.

We are really sorry for any inconvenience caused to you.

We wish you all the best.

Regards,

7bit casino support team

it very easy to win money when you allow people to open a second account when they are already permanently blocked in your casino....

last email received:

Dear Klauss,

Thanks for your response.

We would like to inform you that the funds lost by you in the casino cannot be refunded.

We are really sorry for any inconvenience caused to you.

Regards,

7bit casino support team

since yesterday , no matter what i say, they just answer that they cant prevent someone to open a new account and my money will not be refunded... (more than 11 emails)

Yes they can prevent me to open a new account, once they already had my name, adress , ip , passsport and ecopayz account...

so, they just dont want to refund the money....

Dear Klausscrf.

Thank you very much for sharing your negative experience with the Katsubet Casino. We will now try to get in touch with them.

still nothing about my case?

Dear Klausscrf and Casino Guru team,

We would like to shed light on the situation that has occurred.

The player contacted us with a request to return the money he spent in the casino. He provided us with information that he had an account in our casino with the other email address earlier. The player informed that he forgot about the creation of the first account because he has no more access to that email address and has accounts in more than 500 casinos. We understand him but based on this we can not hold the responsibility for the creation of the new account with the new email address by the player.

Upon registration process the player agreed and should have read all the rules of the casino, it is stated in paragraph 1.General https://prnt.sc/zbp7uf: "By registering a Player Account with the website you confirm your consent with the Terms and Conditions.". The rules had to be read before registration.

By creating a new account the player did not follow the rule: "Each player can create only one (1) personal account". This rule also can be checked in the Terms and Conditions of our site.

Considering all of the above, we believe that the complaint that we allowed the player to create a new account is unfounded since it was only his decision - to create a new account using the new registration data no matter why.

Continuing the conversation about the first player's profile, we would like to inform you that the first account was closed long before the player created the second account.

The player's request to close the first account permanently was successfully fulfilled, but the player did not mention gambling addiction when requesting to close it. We asked the player to provide any proof that he informed us about the gambling addiction while the closure of the first account but he couldn't because he has no more access to the old email address. As the player claims - he has no access to the email address of the first account and he absolutely forgot about the account creation but then he still tries to use it in order to enter the account in the casino. 

The first time the player provided information regarding problems with gambling was the letter he sent us with the request to return the funds he spent in the casino. Our reaction is always fast in such situations so the player's account was closed immediately. Moreover, due to the fact that the player informed us about the second account - it was also marked in order to protect the player.

Also, we want to add that by registering on the site the player has agreed with the information from paragraph 8. Disclaimer of Liabilities: "By accepting these Terms and Conditions you confirm your awareness of the fact that gambling may lead to losing money. The Casino is not liable for any possible financial damage arising from your use of the Website." 

The player had to be acquainted with the terms of the casino and due to the fact that he is an experienced player, he knows the risks of online gambling. Now the player wants to use the impossibility to prevent the creation of the new account using the new information in order to return the funds he lost in the casino.

Taking into account all the information above, we consider the player's complaint and demands to return the money lost in the casino to him unreasonable. The proper departments were involved in the detailed investigation. In the course of the investigation, all of the above facts were considered and it was decided that there are no grounds for making a refund since the decisions to create the account, make deposits, and play were made by the player himself. 

Kind Regards, 

KatsuBet Casino Team

expected answer by a casino like that one...

First of all, you are going againt your own rules :"Each player can create only one (1) personal account". This rule also can be checked in the Terms and Conditions of our site.''

when i did the second account,you guys should block the second one when did the verification of my documents, becase you already had my passport, adress, name, ip and etc.... so the cassino already knew it i had an blocked account , but decided allow me to do a second account with no problems...

no matter if i had a permanently blocked accound, when i did the second one, you did allow me to create a second account with the same name, adress, passport, ip and ecopayz.... why did not block at the same time of verification?

and YES i did mention gambling addiction in the first account closure....or by email or live chat...you guys have all the history...

but ok, im gonna resolve the situation legally

AT least you guys should refund 50% , once i forgot i had the first account, the casino also did not block my account when was verifying the second one...

Dear Katsubet Casino team.

Thank you for your cooperation in this case. Although it would be best if the player had this evidence, could you provide us with the proof sustaining your claims that he has not mentioned anything about the gambling problem (just permanent self-exclusion/ account closure)?

I can’t provide , because I did close my account probably via live chat...

but maybe they have the history....

always when I block permanently my accounts, the reason I use is gambling addiction

they already said that I asked to close permanently without the possibility to reopen... when ask for that possibility, the reason I give to them, is gambling addiction

Dear Casino Guru team and Klausscrf,

We ask you to provide the written confirmation that the player agrees to provide you with his personal information from the casino. 

Therefore, we ask the player to contact us via email with the official request in order to confirm this action.

Kind Regards,

KatsuBet Casino Team

i agree to provide any information about me... no problem...

i already sent an email saying that i agree to allow the casino provide any information about me

So if i had told you about addiction i could have my money back?? as i just asked to block permanently without the possibilit to reopen, this is not casinos fault? ok keep stealing people money

Dear Klausscrf.

I am very sorry about the situation but since you have not mentioned the gambling problem, the casino is not obligated to do the deposit refund. The self-exclusion process differs from the casino and market. Our position is clear if the player states the gambling problem (any sign of addiction) he should not be allowed to get into the casino. Of course, the best practice would be to always ask the reason for self-exclusion (although it is not common in the industry and many players use self-exclusion as tool for closing their accounts). However, since the casino was not aware that you are addicted we cannot ask them to do the refund.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru