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The applicant requested a withdrawal of € 1,500.00 following a win. After having sent all the documents and not having received any feedback from the casino, the writer proceeded to ask for information about the withdrawal through the online chat service.

Today the applicant learned that the casino that immediately closed the account plays after the withdrawal, thus not allowing any access to their account, that Reloadbet wants the withdrawal to be 610 euros instead of 1,500.00 euros for the account to play it is double.

It should be noted that the first gaming account has been closed for months, without any notice. That the second game account had a different username, another different email but the personal data were the same, so this verification should have taken place during registration.

Since you can check the history of the bets on the slot in which the applicant played without any bonus, it is also possible to check the history of deposits.

The writer has the right to collect the winnings of € 1,500.00 instead of € 610.00 as the Casino wants to impose, as she played with the new gaming account and which cannot be considered duplicated as the first had been closed for months. .

Codesto Casino GURU invites you to solicit the payment of the legally due sum equal to 1,500.00 euros and to proceed with the verification of what is stated in the aforementioned complaint.

With best regards

L'istante ha richiesto un prelievo di euro 1.500,00 in seguito ad una vincita. Dopo avere inviato tutti i documenti non avendo avuto nessun riscontro da parte del casinò la scrivente provvedeva a chiedere informazioni circa il prelievo tramite ill servizio chat on line.

In data odierna la ricorrente ha appreso che il casinò che ha subito chiuso il conto giochi dopo il prelievo, non permettendo cosi nessun accesso al proprio account, che Reloadbet vuole che il prelievo sia di 610 euro anziché di 1.500,00 euro perché il conto giochi è doppio.

Si precisa che il primo conto giochi è stato chiuso da mesi, senza nessun preavviso. Che il secondo conto giochi disponeva di un nome utente diverso, di un'altra email diversa ma i dati anagrafici erano gli stessi, per cui tale verifica sarebbe dovuta avvenire durante la registrazione.

Poiché si può verificare lo storico delle puntate sulla slot in cui ha giocato la ricorrente senza nessun bonus, inoltre si può verificare lo storico dei depositi.

La scrivente ha il diritto di riscuotere la vincita di euro 1.500,00 anziché 610,00 euro come vuole imporre il Casinò, in quanto ha giocato con il nuovo conto giochi e che non si può ritenere duplicato il quanto il primo era stato chiuso da mesi.

Vi invita Codesto Casinò GURU a sollecitare il pagamento della somma legalmente spettante pari ad euro 1.500,00 e a procedere alla verifica di quanto esposto nel suddetto reclamo.

Distinti saluti

Dear Gigliola,

Thank you for submitting your complaint. I’m sorry to hear about your problem. I have checked carefully the T&Cs and this is what I found https://www.reloadbet8.com/info/terms_and_conditions:

"1.2.4. The Player’s Account must be registered in his/her own, correct, name and personal details and it shall only be issued once for the Player and not duplicated through any other person, family, household, address (postal or IP), email address, or any environment where computers are shared (e.g. workplaces, public libraries etc), computer (or other access device), and/or account in respect of the Services. Any other accounts which the Player opens with the Company, or which are beneficially owned by the Player in relation to the Services shall be "Duplicate Accounts". The Company has the right to close any Duplicate Account (but shall not be obliged to do so). If the Company closes a Duplicate Account:

• 1.2.4.1. All winnings, bonuses, Free Bet bonuses and winnings accrued from such bonuses and Free Bet bonuses using that Duplicate Account will be voided and forfeited;
• 1.2.4.2. The Company may, at its entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by the Company from the relevant Duplicate Account, any amounts to be refunded to the Company by the Player in respect of a Duplicate Account may be recovered by the Company directly from any other of the Player’s Accounts (including any other Duplicate Account); or
• 1.2.4.3. The Company may, at its entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for the Player through the Duplicate Account shall be retained by the Betting Company."
• 
  

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account was blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise under what circumstances was your old account closed?

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

This is absolutely not true because the first gaming account was closed months ago. The second game account was new, in any case, the instant always played with the only open games account. In fact, immediately after the withdrawal, without the applicant having yet forwarded all the documentation, this second gaming account was also immediately closed. Not only has the writer no longer had access, in order to allow the same historical chronology of deposits and winnings, all made with a single and exclusive open account. The casino only wants to pay € 610.00 against € 1,500.00 of the winnings. Furthermore, the applicant did not violate any regulation as the first gaming account had been closed for no reason by reloadbet

Non è assolutamente vero perché il primo conto giochi era stato chiuso mesi fa. Il secondo conto giochi risultava nuovo , in ogni caso, l'istante ha sempre giocato con l'unico conto giochi aperto. Infatti subito dopo il prelievo senza che la ricorrente aveva ancora inoltrato tutta la documentazione anche questo secondo conto giochi veniva immediatamente chiuso. Non solo la scrivente non ha più avuto l'accesso, onde consentire alla stessa la cronologia storica dei depositi e della vincita tutti eseguiti con un solo ed esclusivo acconut aperto. Il casinò vuole pagare solo 610,00 euro a fronte di 1.500,00 euro della vincita. Inoltre la ricorrente non ha violato nessun regolamento in quanto il primo conto giochi era stato chiuso senza nessun motivo dalla reloadbet

This is absolutely not true because the first account had been closed for months. The applicant has always used the same personal data when registering, playing only and exclusively with one and only one account. The history of deposits and bets is asked where it is clear that the instant did not duplicate any gaming account, as even the first one was closed without any notice and following a win. The reloadbet should have had the same care also for deposits always made with the same card used for the first game account, I repeat closed for months. The win was made with the only open account, namely Luxurya

Non è assolutamente vero perché il primo account era stato chiuso da mesi. La ricorrente ha usato sempre gli stessi dati anagrafici alla registrazione, giocando solo ed esclusivamente con un solo ed unico account . Si chiede lo storico di depositi e delle puntate ove si evince che l'istante non ha duplicato nessun conto giochi, in quanto anche il primo era stato chiuso senza nessun preavviso ed in seguito ad una vincita. La reloadbet avrebbe dovuto avere la stessa accortezza anche per I depositi eseguiti sempre con la stessa carta utilizzata per il primo conto giochi, ripeto chiuso da mesi. La vincita è stata effettuata con l'unico account aperto cioè Luxurya

Dear Gigliola,

If your old casino account has been blocked by the casino itself, it wasn't without a reason. The reason has not been communicated to you but I'm sure that the casino had a valid excuse. For future references, if your account gets blocked I would strongly recommend against opening a new one but requesting a reopening of the old one. The majority of casinos will act the same way and if they identify that you have had an active account in the past and you reopened a new one, your winnings will be confiscated.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

So why is the casino still not responding as it has canceled the winnings it should refund all deposits as per law

Allora perché il casinò continua a non rispondere visto che ha annullato la vincita dovrebbe rimborsare come per legge tutti i depositi

Could you please advise how much were your deposits and if your second account was verified already?

Do I understand correctly that your deposited funds in the amount of €610 have been approved by the casino but delayed?

If they were multiple accounts as stated by the casino they should settle the deposits of both instead they settle where the least deposited and where the account is closed and cancel the deposits and winnings of the open gaming account. Clarity is required

Se erano conti multipli come dichiarato dal casinò dovrebbero liquidare i depositi di entrambi invece liquidano dove si è depositato di meno e dove il conto è chiuso e annullano depositi e vincita del conto giochi aperto. Si pretende chiarezza

Dear Gigliola,

As we established earlier, your first account has been blocked by the casino. Subsequently, you created another account without permission from the casino. I strongly advise against such action in the future to avoid any misunderstandings.

Do I understand correctly that you have deposited €610 into your second account and this amount has been approved for a refund?

I see. Your first account has been reinstated, correct?

Have you redeemed any promotional offers / bonuses in your second account?

I have never redeemed anything, they closed everything again without making me follow the transaction of the withdrawal imposed by the Casino equal to 610 euros and again it turns out at least that it was not successful. I don't understand why this Casino Guru fails to come up with a solution

Non ho mai riscattato niente hanno nuovamente chiuso tutto senza farmi seguire la transazione del prelievo imposto dal Casinò pari a 610 euro e nuovamente risulta almeno che non sia andato a buon fine. Non capisco come mai questo Casinò Guru non riesce a giungere ad una soluzione

As the case is really confusing and I was trying to get as much information as possible while understanding that your first account has been blocked by the casino and you registered another one without casino's permission.

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 Gigliola!

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

Hello,

Thank you for your comment about ReloadBet casino.

We would like to inform that the first player's account has been closed back in April and the player has been notified via email accordingly.

The amount of 610 EUR is the total sum of all player's deposits on the duplicate account recently created - the player's second account. Since it is a duplicate account and it violates the Point 1.2.4 of our General Terms and Conditions, the customer's winnings were cancelled. The duplicate account was closed after the 610 EUR withdrawal has been processed.

We have refunded the player's deposits and proceeded according to our terms and conditions that don't allow multiple player accounts.

Kind Regards,

ReloadBet Casino Team

Dear ReloadBet Casino Team,

Under which circumstances was the first account of the player closed?

No if its

Non si sa

I don't know this only following the winnings as I have never violated the casino rules

Non lo so solo in seguito alle vincite poiché non ho mai violato il regolamento del casinò

Dear representatives of ReloadBet Casino,

I would like to ask you, how come that the player opened another account? As stated by the player, the same credentials were used to create the new one.

Dear Martin,

Let us point out that the customer did not use the same credentials when creating the new account. It was registered with another email and confirmed as a duplicate account once player's documents have been provided.

Regards,

ReloadBet Casino Team

Dear representatives of ReloadBet Casino,

I would like to ask you to provide us with a supporting evidence to aforementioned facts. Please, send them via email to my address: 'martin.d@casino.guru'.

Hello Martin,

Evidence was sent to your email. Please check.

Regards,

ReloadBet Team

Dear ReloadBet Team,

Thank you for providing us with the requested information, after examination of these, there is a need for some additional information, which I requested via email.

We will be waiting for your response.

Dear Martin,

The requested info has been sent via email.

Regards,

ReloadBet Casino Team

Hello what conclusions have you come to?

Buongiorno a quale conclusioni siete arrivati?

Dear all,

After gathering and examination of all the necessary information, preceded with an internal discussion, we believe that the winnings should be payed out to the player in this case.

From what we were able to observe, which was also confirmed by the player, the credentials used at the time of registration were the same, yet the player was not prevented to do so. This created an impression that the player is allowed to enter the casino and it led the player to play and win. We believe that, since the casino opted to reject offering services to this particular person, the player was supposed to be stopped by the system right at the gates of the casino when trying to create the second account.

With all that being said, we believe that the fair solution for this situation would be to let the player have the winnings she's eligible for and as the services were rejected in the past, then the casino can close the player's account.

I would like to kindly suggest for the casino representative to re-evaluate their decision and take our conclusion into consideration.

The credentials were identical as well as the payment method went back to the first account. I am entitled to the winnings that the casino refused me

Le credenziali erano le identiche come anche il metodo di pagamento risalivano al primo account. Ho diritto alla vincita che il casinò mi ha rifiutato

I state that when I made the withdrawal of the € 1,500.00 winnings, the chat operators also reassured me that the payment would take place, which did not happen. The casino should not even accept the deposits because the personal details were identical to those of the first account closed for no reason, just because the writer had cashed in the winnings

Premetto che quanto ho effettuato il prelievo della vincita di 1.500,00 euro anche gli operatori in chat mi avevano rassicurato che il pagamento sarebbe avvenuto cosa che non è successo. Il casinò non avrebbe dovuto accettare nemmeno i depositi perché i dati personali erano identici a quelli del primo account chiuso senza motivo, solo perché la scrivente aveva incassato della vincite

Hello,

Thank you for your opinion on this situation.

We appreciate your suggestion and the time you have taken to analyze the case, but we would like to inform that it is not possible to re-evaluate the decision made over the duplicate account. The decision was final and irrefutable.

The player registered the second account with a different email and it was identified as a duplicate once we got the identity documents from the customer. As a result, account has been closed once all deposit amounts were returned to the player.

Best Regards,

ReloadBet Casino Team

Dear Gigliola,

Unfortunately, we are closing this complaint as 'unresolved' due to reasons already mentioned in the previous entries. I am sorry that we could not help more in this case and I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.