A duplicate account was opened by our customer using different details. This was detected a closed within a reasonable timeframe outlined by the gambling commision.
This is in breach of our terms and conditions, Please see section 19 and 20 of our Terms and Conditions;
'19. The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.
20. If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.'
We had responded to the customer explaining the reason for the account closure via email.
I entrust this resolves the issue, if you need any more information. Please feel free to contact us.
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