Dendy Casino - A conta do jogador foi encerrada devido a uma suposta violação de regra.

Hi

I have open account on Dendy Casino, because of good overall rating on your site.

Made a deposit of 50Euro and with a lot of luck won 12.000 euros.

It was since yesterday on pending status. I have also sent all documents

Today Got a e-mail that my account is locked because of broken rule ,that "only one account per IP is posiblle to have..."

But this is imposiblle!!!!!!!

Didnt have any accounts on this site

Checked my transactions ,e-mail messages. Nothing about it.

Could you please help me with that?

Dear Ned2908,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could someone who lives with or near you possibly create an account in the casino?
• Could you please share your communication with the casino regarding the locked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hey Dominika,here are the answers:

Have you made any successful withdrawals before? NO

Could you please confirm that you have passed the KYC verification? YES ,via player profile

Did you accumulate your winnings with or without an active bonus? WITHOUT BONUS

Could someone who lives with or near you possibly create an account in the casino?

IN MY OPINION NO

And sanding now all documents to your enail

Best regards

Dear Ned2908, thank you for the information provided. Could you confirm whether you used a VPN (virtual private network)?

Any VPN was used . Only using my WI-FI or mobile Network

Thank you very much, Ned2908, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Ned2908,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite Dendy Casino to join the conversation.

Dear Dendy Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions that the player is being accused of. You can send the information to me at michal.k@casino.guru

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.

Hello. The player violated rule 2.2. "One player is only allowed to have one Account. Only one Account for each household, IP, PC is allowed. If you try to create more than one account, then all of them will be blocked, bets will be canceled, and the funds will be confiscated. In case of fraud all deposits, winnings, bonuses and other privileges obtained when using an additional account can be confiscated by the Dendy casino administration. (...)".

We have sent evidence that there are several accounts associated with this player to the Casino Guru administration.

We also ask you to note that the player's deposit of 50 euros was returned. This was not stated in the complaint.

Best wishes,

Dendy Casino administration.

Thank you for your response and the provided evidence, Dendy Casino team.

Dear Ned2908,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts linked with similar IPs, and certain personal data. All of the accounts took advantage of the bonuses and casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team informed me they had refunded your initial deposit, which seems like a fair thing to do. The casino team has acted according to its terms and conditions as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru