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Always Cool Casino - want my winnings

Complaint Info
Disputed casino Always Cool Casino
Reason Casino terms violation
Posted on May 16, 2014

I recently won $2942.13 On AC Casino ran by the Operia Corp Ltd.

I sent all my documentation in that was required and recieved this reply from accounts on 14th Jan.....

Dear Mark,

We have received all your documents.

After performing a security review for this account, your withdrawal request has been declined due to violation of our policies on multiple accounts. These can be reviewed at :


Policy violated:

Term #8 - Multiple Accounts Are Not Permitted

Opening multiple accounts is strictly prohibited and results in an immediate ban as well as revoked winnings. We limit our accounts to one per household. This includes computers, email addresses, and credit card numbers. This also applies to shared environments such as libraries, workplaces, dorms, and universities.


Multiple accounts:



**All accounts mentioned above have the same exact IP.

You will be refunded for the last $30.00 deposit you made. All the accounts have been closed permanently and will not be reopened.

Please do not open any new accounts as any winnings will be voided


All our bonus terms and conditions are available at :


All accounting related tickets MUST be created at http:/­/su­ppo­rt.a­cc­asi­no.eu. Once the initial ticket is created, you can continue further correspondence by replying to accounting emails.

The only way to reach Accounting is via the Trouble ticket system. Accounting is not accessible via live chat.

If asked for a username/password on the support site consult the original email you received when you first opened the ticket. If you have lost that email you can retrieve your support site password at :


Please remember that the support site username/password is different from your casino password due to security reasons.

Accounting Department


Replied back on the 14th Jan......

This is not multiple accounts!!!!!

Carl < surname removed > is my father!!

If you check the photo ID he as sent and my photo ID you would notice this.....

How can one person of 67 possibly be the same person as one who is 41?

Two separate addresses also.....He lives in a flat about 1.5 miles away...I live in a detached house

Any dealings you have had with Carl < surname removed > is nothing to do with me!!

Therefore my winnings should not have been revoked and my account frozen.

I would be grateful if you sorted this out and awarded me the winnings I am entitled to.

It is impossible that myself and my father who lives in a different property to me and uses Sky for his internet where I use BT for mine could have the same IP address, therefore I am not violating any policies on multiple accounts!!

Posted on January 26, 2013

Even if that is the case and we have no way of knowing that is true or not, this simply means that your father or you logged in from the same location at some point (meaning your father came over and logged into his account from your house or vice versa) thus creating a multiple account violation. The system clearly shows both of you have logged in from the same location on multiple occasions which is a violation and thus his withdrawal has been denied.

Posted on January 31, 2013

 Having multiple account or using the same IP address is strictly prohibited! Anything else to add in this complaint?

Posted on February 4, 2013

 AskGamblers Complaints Team has been provided with enough information and evidence on behalf Always Cool Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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