Drift Casino - O jogador foi bloqueado.

Good Morning ,

It's unfortunate what happened to me, after 1 day of waiting for document validation, that moment arrived, the account was validated, and when I went to play, the user was blocked... Can you help me?

Bom dia ,

Lamentável o que me aconteceu, após 1 dia de espera para validação de documentos, esse momento chegou , a conta foi validada , e quando fui para jogar tinham me bloqueado o user... Pode me ajudar ?

Dear Ana,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that €1,000 is currently being held in your account? Has the casino provided any explanation?

If not, have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Hi !

After trying to get in touch with the casino, as I understand it, apparently they told me that I had a duplicate account, which is the first time I play at this casino, and I sent the documents for validation.

If anyone actually used any accounts, it wasn't me and I think this "alleged" account, if it really exists, should be deleted immediately! But not the account that I officially validated the documents for and that I even received an email from the casino in question with the validated account.

Thank you in advance for your attention to this matter ,

Ana F***

Olá !

Depois de tentar entrar em contacto com o casino , pelo que entendi , aparentemente me disseram que tinha uma conta duplicada, sendo que , é a primeira vez que eu jogo neste casino , e enviei os documentos para validação da mesma .

Se alguém usou alguma conta, efectivamente, não fui eu e acho que essa "suposta" conta, se é que ela realmente existe, deve ser eliminada imediatamente! Mas não a conta que eu validei oficialmente os documentos e que inclusive recebi um e-mail do casino em questão com a conta validada .

Desde já agradeço a vossa atenção dispensada ao assunto mencionado ,

Ana F***

Thank you for your reply, Ana. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Hello again, no, it's not possible... It's like I say... Only if someone pretended to be me... and I have no way of controlling this, but I ask you to eliminate ALL those that are not effectively validated, please.. .

I accumulated the winnings without any kind of bonus

Olá novamente, não , não é possível... É como digo... Só se alguém se fez passar por mim ...e quanto a isso não tenho como controlar mas peço que eliminem TODAS as que não estejam efectivamente validadas pf...

Acumulei os ganhos sem qualquer tipo de bonus

Thank you very much Ana for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello Ana,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Drift Casino to join the conversation and participate in the resolution of this complaint.

Dear Drift Casino,

Can you please provide further information regarding the player's account having been blocked?

Kind regards,

Adam

Thank you for your response, Drift Casino.

Regarding multiple account cases, it is our opinion that each case should be assessed separately. If the accounts have been used in an attempt to gain some unfair advantage, for example claiming a bonus repeatedly that was intended to be claimed once per player, then of course the player should be penalized.

However, it may be the case that a second account was created due to a genuine mistake, for example a forgotten password.

Could I ask you to please send relevant evidence of the multiple accounts, how they are linked, and their use? It can be posted here or alternatively sent to my email address, adam.m@casino.guru.

Kind regards,

Adam

I am quite sad and disappointed, disappointed, I do not remember there being any extra account, however, for me it is considered an official account when it is validated and the documents that prove the person in question are sent, until then anyone can do it. pass me by! And then maybe the casinos' policies should change and only let play with validated accounts, it's not letting everything and anything else be blocked at the time of exit...

I think it's a weak excuse honestly, and of course drift casino wants to leave a simple solution which is to return 50 instead of 1200 €, it seems obvious to me but I don't agree and I would like to get more from your help guru

Estou bastante triste e desiludido, desapontado, eu não me recordo de haver nenhuma conta extra ,no entanto , para mim é considerada uma conta oficial quando ela é validada e enviado os documentos que provem a pessoa em questão, até lá qualquer um pode se fazer passar por mim ! E então aí talvez as políticas dos casinos deviam mudar e só deixar jogar com as contas validadas, não é deixar fazer tudo e mais alguma coisa bloquear no momento de saída...

Acho que é uma desculpa fraca sinceramente, e claro que o drift casino quer deixar uma resolução simples que é a devolução de 50 ao invés de 1200€, parece me óbvio mas eu não concordo e gostava de obter mais da vossa ajuda guru

Dear Adam,

I sent you the email with the evidence. Please see it in your inbox. Thank you for your cooperation 

Hello guru, I wish I could count on your help.

Thanks

Olá guru, gostava de poder contar com a vossa ajuda .

Obrigada

Dear Ana,

The casino has supplied evidence that does suggest you have more than one account.

However, when looking at multiple account cases we try to assess the reason for this and determine if the accounts have been used to gain an unfair advantage or deliberately circumvent the rules in some way.

In light of this, I have asked the casino for more information and will update you here in due course.

Understood, but I have no idea how this is done... Creating multiple accounts to obtain advantages... Is this possible? I have no idea

Entendido, mas eu nem faço ideia como isso se faz... De criação de várias contas para obtenção de vantagens... Isso é possível? Não faço ideia

Dear Ana,

Our system recognized your accounts that had an IP intersection. The second account was registered by you when the first account was not blocked (that is, it was active). We have provided evidence of this to the admins of this site

Below, please note the following T&C that you violated:

2. YOUR OBLIGATIONS

2.2. If you open or attempt to open more than one account, for whatever reason, Avento MT Limited may block or close the duplicate accounts and retain any winnings from the said duplicate accounts

As you can see, you can only use one account on the Casino website. If you lost your password, you had to contact support to reset your password or close your account

We also see that you did not use the welcome bonus on your first account, but it was used on the second account

According to the above information, it is clear that the Casino, in this case acted exclusively according to the T&C. Also, your deposit was refund to you

Thank you for your response, Drift Casino.

We accept that it is the responsibility of players to make sure that they don't create multiple accounts at the same casino. Not because we think it's the right way to do it, but because it's the industry standard, and we cannot penalize all casinos that don't enforce the 'one account per player' rule the way we consider best.

However, in accordance with our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts), we do believe that each case should be considered separately.

If the casino finds out that a player has created many separate accounts and used the full bonus amount on each of them, it is likely that this is a bonus abuser, and the casino has every right to penalize them.

On the other hand, if a casual player mistakenly creates two accounts and doesn't use them both to play bonuses that should only be received once per player, or to gain some other unfair advantage, the casino shouldn't necessarily penalize them just because it has a rule that can be used against them.

I can appreciate the casino is acting in accordance with its Terms and Conditions and do not dispute that the player has opened two accounts, but feel that the circumstances surrounding this should be explored further if winnings are confiscated.

Can I please ask the casino to provide further information regarding this?

Exactly! I don't remember if you want to have another account... And yes guru, if this happened, it was not on purpose or with any premeditated intention.

I think it should be analyzed if the house and obviously the casino's answer is very simple, they return the amount bet which is 25x less than the profit

Exactamente! Eu não me lembro se quer de ter outra conta ... E sim guru, se isso aconteceu, não foi de forma propositada nem com nenhum intuito premeditado.

Acho que deve se sim ser analisado caso a casa e obviamente que a resposta do casino é muito simples , devolvem o montante apostado que é 25x inferior ao lucro

Dear Ana and Adam,

Our Casino has T&C with which the player agrees to when registering in the system and starting to play

This T&C prohibits a player from having multiple accounts, which the player knew about, but violated this rule

Below I will write this T&C again, for review

2. YOUR OBLIGATIONS

2.1. You may only open one account on each of the website(s) provided by us. Avento MT Limited retains the right to terminate any duplicate account.

2.2. If you open or attempt to open more than one account, for whatever reason, Avento MT Limited may block or close the duplicate accounts and retain any winnings from the said duplicate accounts.

Given that the player knew about this condition and violated it (the multi-account was proven by us), both player accounts were blocked for the multi-account

Hello all, 

As explained in my previous post, in accordance with our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts), we believe that cases such as these should be considered separately.

Whilst having multiple accounts is technically against the terms of the casino, sometimes those accounts might not have been created with the intention of cheating or intentionally breaking the rules in some way.

The casino provided evidence that shows that the player has two accounts registered using the same IP address, but there is not enough evidence to suggest that the accounts have been used to gain an unfair advantage and so there doesn’t appear to be sufficient grounds to confiscate the player's winnings in this case.

Dear Ana, 

As it seems the casino wishes to maintain its position on this matter, the complaint will now be closed as 'unresolved'. 

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. Should you wish to take the matter further, you could submit a complaint to the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/). Please let me know how they respond if you do so (adam.m@casino.guru). 

I am sorry I could not have been of more help.

Kind regards,

Adam

After some internal discussion, this complaint has been reopened as more information is required in order to make sure the case is closed as fairly as possible.

Dear Ana,

You previously sent a screenshot showing the verification of your account. Could I please ask you to forward the verification email you received to my email: adam.m@casino.guru

Also, please confirm if the winnings were accumulated using a Welcome bonus? or were the winnings accumulated afterward, without using a bonus?

Kind regards,

Adam

Dear Ana,

Please respond and provide the requested information. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Sent by email

Enviado por e-mail

Thank you Ana,

I have received the requested information from you and I am awaiting an e-mail response from the casino. I will of course update here when I have received a reply.

Kind regards,

Adam

Dear Ana and Adam,

Thank you both for your cooperation. I want to explain once again our decision regarding player accounts. Our Casino acted exclusively by the T&C. For our part, we proved that the player had two accounts (which is strictly prohibited). We are the honest Casino, so we do everything according to the T&C, which is what we require from our players. For everything to be fair and honest

The Rule regarding the prohibition of two accounts is in the public domain. By registering, the player agrees with all the T&C and is obliged to comply with them. Just like the Casino, of course

The question of why the player did not contact the Support Service and did not close the first account (for any reason) remains open. Unfortunately, the player decided not to close the account and violated the T&C, which prohibit the registration of multiple accounts

Each case must be considered individually, but we cannot deviate from our own Rules. We acted exclusively by the T&C. And this is very important to take into account

Dear Ana,

After discussing the case internally, we are currently still of the opinion that you should be paid your winnings.

However, the casino has since stated that they have investigated further and wish to provide us with more evidence of your use of multiple accounts.

I will therefore extend the timer once again to allow for this.

Kind regards,

Adam

Thank you for understanding and help!

Obrigada pela compreensão e ajuda !

Dear Ana,

The casino has provided more evidence of another account connected to yours by IP address, this matter is still being discussed and I will update you here shortly.

Kind regards,

Adam

Dear Ana,

The casino has now provided evidence indicating that your recent account is linked by the same IP address and device used to that of another account that was registered using a different name. Both accounts mentioned have claimed a welcome bonus.

Are you able to explain how this might have happened?

Kind regards,

Adam

Of course, my mother-in-law also plays for example! Is there a problem with that?

As for the welcome bonus, as far as I can remember, no one ever took money from it unfortunately....it always lost, so...you assume winnings with welcome bonuses when it's time to win, right?

Claro que sim, a minha sogra também joga por exemplo! Há algum problema nisso?

Quanto ao bônus de boas vindas que eu me lembre nunca ninguém tirou dinheiro com isso infelizmente....perdeu sempre, por isso ...assume-se ganhos com bônus de boas vindas quando é para ganhar certo?

Hello Ana,

Could I ask you to confirm your mother-in-law's first name, and also if she has played from the same device/address/internet connection as you have?

Kind regards,

Adam

Of course, Olinda *****.

Yes, it's easier for me and my boyfriend to put it on the page and she plays, even loading the capital etc..

Pode claro, Olinda *****.

Jogou sim, é mais fácil eu e o meu namorado colocarmos na página e ela jogar, mesmo o carregamento do capital etc..

Hello Ana,

Unfortunately, it is against the terms and conditions of most casinos for more than one account to be created per IP address (internet connection). The terms at Drift Casino state:

"5.5. Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, the Casino must be informed about it by the respective accounts holders. You may only open one account on each of the Website(s) provided by us. All other accounts opened by you on the Website will be deemed Duplicating Accounts. "

However, I will ask the casino if anything can be done to find a resolution.

Kind regards,

Adam

How funny... However, my mother-in-law has already made deposits and withdrawals... Something not coherent in the case then...

I think we are trying to evade the issue and until that date my mother-in-law did not have an open account...

Even the winnings they don't want to pay me...

Que engraçado... No entanto a minha sogra já fez depósitos e levantamentos... Algo nada coerente no caso então ...

Acho que estamos a tentar fugir a questão que se impõe e até essa data por acaso a minha sogra não tinha conta aberta...

Até aos ganhos que não me querem pagar ...

Hello Ana,

You stated that your Mother-in-law has made withdrawals, can I ask if her account has passed verification, for example, ID documents, and proof of address?

Kind regards,

Adam

Of course it did, and yes it passed the verification

Claro que fez , e sim passou na verificação

Hello Ana,

Thank you for the additional information. If possible, please forward me the confirmation e-mail received when your Mother-in-law's account passed verification. (adam.m@casino.guru).

Kind regards,

Adam

Sent

Enviado

Dear all,

We have discussed the details of this case at length internally.

After reviewing everything, we are of the opinion that the casino should consider paying the winnings in this case. Both accounts have claimed a bonus, but if the winnings have not been accumulated with the use of a bonus no unfair advantage has been gained by the player.

While we appreciate that the player(s) have created multiple accounts and that this is against the terms and conditions of the casino, it is not evident that this was done with the intention of gaining an unfair advantage, so we do not believe they should be penalized in this particular situation.

Kind regards,

Adam

Hello Ana,

I am awaiting a response from the casino via e-mail, so will allow more time to receive this.

Kind regards,

Adam

Thanks for the help ! Because deep down this is really the truth, there was no intention of what you say about accumulated bonuses, or whatever.

I will be waiting

Muito obrigada pela ajuda ! Porque no fundo essa é mesmo a verdade , não houve nenhuma intenção disso que vocês dizem de bônus acumulado, ou seja como for.

Fico a aguardar

Hello Ana,

I am going to extend the timer once more. Due to the complex nature of this case, we need a little more time to bring this complaint to a conclusion.

I thank you for your continued patience.

Kind regards,

Adam

Hello Ana,

Once more I must apologize that a conclusion has not yet been reached, we are currently awaiting further response from the casino via e-mail. I appreciate this may be frustrating, but we will update you as soon as possible.

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear Ana and Adam,

Thank you for your waiting. We discussed this complaint a lot with representatives of this site

Below I will provide all the points on which we decided to close the player account (T&C was violated on each of these points):

1. The player used more than two accounts

2. The player used the same device to log into all accounts

3. At least two players' accounts have used the bonus (it was received and used to accumulate funds / for the game)

4. Player accounts were used at the same time

5. Intersection by IP and intersection by one device were proven by our side and confirming by player

6. The player herself confirmed the existence of a multi-account and using bonuses

Also, as you can see, previously the manager himself confirm the violation of the Rules in this thread

Taking into account all of the above, the Drift Casino closed the player's account, acting solely by the T&C

Hello all.

As mentioned previously, we understand that multiple accounts are a breach of the aforementioned terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking rules or gaining some unfair advantage, and not every case is the same.

In this case, it seems plausible that two players from the same household have created separate accounts and played on those accounts individually. It is not unfeasible that family members might share the same device and play in the same gambling establishment, as it might have been simply recommended by one to another. 

Dear Drift Casino,

We kindly ask you once more to reconsider your decision, as if two different players were playing, no unfair advantage has been used to gain the winnings.

Kind regards,

Adam

Dear Adam,

Unfortunately, exactly "it seems plausible that two players from the same household have created separate accounts and played on those accounts individually. It is not unfeasible that family members might share the same device and play in the same gambling establishment, as it might have been simply recommended by one to another" is prohibited by the Casino T&C that you mentioned earlier

The player did not just use several accounts from the same IP and device (that's already a violation). Bonuses have been used on at least two accounts at once

I remind you once again of the Rule by which our Casino operated and which is openly spelled out in T&C (and with which the player agrees upon registration):

3.2.1. Only one account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Avento MT Limited shall have the right to retain any winnings in the respective accounts minus any deposits and close the said accounts

The points of the T&C that the player violated were given above. We have proven a violation on the part of the player. The player confirmed her violations. You agreed that the player violated the T&C

Drift Casino acted exclusively by the T&C

Thank you once more for your response, Drift Casino.

Dear Ana,

It seems that the casino wishes to maintain its position in this case, which unfortunately is one we disagree with for the reasons already mentioned.

As we cannot bring this case to a mutual conclusion, it will now be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Should you wish to take the matter further, I recommend you to contact the Curacao E-Gaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players.

Let me know how they replied (adam.m@casino.guru).

I am sorry that I could not be of more help.

Best regards

Adam