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LadyHammer Casino - Declined Withdrawal Due to Unproven Multi-Account Accusations

RESOLVED
Complaint Info
Disputed casino LadyHammer Casino
Reason Declined payment
Amount € 1251.8
Posted on May 21, 2018

Hi,

I made my first deposit 12 May and made a withdraw 13 May that was successful. My second depsoit was made 17 May and I requested a withdraw 18 May. I got an email today saying that the withdraw was declined and the winnings was confiscaded saying that I have multiple accounts which is not true at all.

I only have one account that I have played both my deposits with and dont know what other accounts they are talking about.

I have a chat transcript attached from my talk to thier support earlier today.

AskGamblers
Posted on May 21, 2018

Dear @Ylssew,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 21, 2018

Hi,

The amount of the disputed witdrawal is 1251.80 Euro

Regards,
Wessly

Posted on May 23, 2018

hi wessly,

just checked backend logs. I really want to help you and to resolve this issue. please let me know if you ever did a login at a public computer? there are different IPs and maybe you did login once at public internet terminals? two different hotmail adresses marked as duplicates. My research and investigation is friendly regarding your complaint. If I will be able to find a possible alternative reason (like public internet terminal or unsecured wifi...) for the duplicates I can forward all details to our anti-fraud department and we can resolve this complaint in a manner favourable to you.

please forward all details that could help us to find an alternative cause for duplicates to me by message or if you like to even public as reply here.

looking forward to be able to help you

best regards

lars

Posted on May 23, 2018

Dear YLSSEW,

Our system has automatically recognized duplicate per IP address 94.234.38.21 at the casino. We also discovered that there was the playing activity via this IP address on both accounts. These accounts have been created at the same browsers and both of them have received bonuses. According our rules “All Bonuses are limited to one person per household/IP, unless otherwise mentioned.”

https:­//w­ww.l­ad­yha­mme­rca­sin­o.c­om/­/te­rms­-an­d-c­ond­iti­ons­/bonus

In this reason your win has been confiscated. But we returned you the sum of the deposit in an amount of 200 EUR that is available for cash out. You can still play at casino without bonuses.





Best regards,
Lady Hammer Casino Team

AskGamblers
Posted on May 23, 2018

AskGamblers Complaints Team has been provided with enough information and evidence on behalf LadyHammer 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.

LadyHammer Casino Complaints

  • 3 of 4 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 3,972 USD avg amount

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