Quatro Casino - Voided winnings and closed account

RESOLVED
maureen123 United Kingdom
posted on March 3, 2015.

I won 3000 on bonus I had to deposit a pound to get it. I put in withdraw funds and they asked id I sent all id day before money was to be paid I checked emails and they closed account and voided winnings saying they found multi accounts I never created accounts but wont talk to me wont reply I asked for details of accounts and haven't received any also with what he said I thought accounts just been done but were done 2013 2014 ive tried to talk to them but they blocked me just wernt interested .if I had created accounts I wouldn't claimed winnings and surly would have flagged up as soon as I did my account in feb

posted on March 5, 2015.

Hi player

Your account was locked due to being a duplicate account. You have registered 4 previous accounts at Quatro Casino receiving the sign up bonus in June 2013, October 2013, April 2014, October 2014 and now again in February 2015.

You have mentioned to risk management that someone else used your details for the previous accounts, however there is no evidence of this and this is not conductive with identity theft as those people do not use an identity to claim free bonuses at casinos. Furthermore, the same card that was used to deposit at one of the earlier opened accounts was used to deposit at the most recently opened account.

The casino terms and conditions do not permit more than one real account per household, personal computer or email address. This is necessary in order to reduce the casino's exposure to online losses.

Risk management went back and forth with you at least 4 times with all of this information, so the idea that they were not responding is a compete lie.

The casino will not correspond with the player any further on the matter. The complaint should be closed.

Cheers

maureen123 United Kingdom
posted on March 16, 2015.

They contacted by email not by phone I have not created any other accounts they just said winning voided and I asked for details of other accounts wont reply.

AskGamblers
posted on March 17, 2015.

We got clear evidence from a casino management that this player breach casino's Terms and Conditions. We consider this complaint resolved and closed.