Club Gold duplicate player account issue (Resolved)

[kitty73]

can you help me,i dont know what to do???i deposit money in clubgold casino and i won 5000 euros ,but they dont want pay my winnings because my ex boyfriend had account in same casino,that was the answer to me when i contact them,but now they dont answer any emails or anything,i think this casino is scamming people they take peoples deposits and dont pay winnings.please if you can helpme or say what i have to do.here is my vcasino account number H5R76991272

[universal4]

If in fact at the time of your win there were additional accounts from the same computer or ip address, then it is a violation of the terms.

A rep has been monitoring the forums here so you will likely be contacted, although no resolution is guaranteed.

Rick
Universal4

[Redbush54]

Since they are a sponsor I would hope they will respond, if not then I do believe the gpwa should do something about the non-responsiveness. I agree if there is a terms violation than there is nothing that can be done.

[DinoG]

Hi all,

Indeed, it’s a case of a duplicate registration and the acceptance of bonuses from the same IP address, which is in breach of clause 4.15 of our terms and conditions:
4.15. Bonuses are restricted to one per person, family, street address, email address, telephone number, computer, IP address and debit or credit card.
Best regards

Dino G
Club Gold Casino

[tehsik]

you should block this player from the start and not letting her depositing ...

[-Shay-]

My questions to the OP :

1. How many times did you deposit?

2. What was the date of your first deposit?

3. How did you decide on this particular casino? *

* - You do mention that your "ex-boyfriend" previously held an account there. Did you know this in advance? Did he play from your very same PC? Did he use your current address when registering there? Does he currently reside at your residence on file with Club Gold?

The term that Dino cited above is a valid term, which is copied below :

4.15. Bonuses are restricted to one per person, family, street address, email address, telephone number, computer, IP address and debit or credit card.

Barring any trolling, I'll await your response to the questions I've posted before posting further on this matter.

[DinoG]

The fact that a duplicate account had already been opened from the same IP could only be securely established through a manual check. Numerous checks are performed at the time when a withdrawal is requested by a player, including that of duplicate IPs, as the casino needs to establish that there has been no breach of its terms and conditions by the player. It would be physically impossible for all these checks to be performed before a player deposits and would really serve no purpose, as the checks would need to be repeated before processing a withdrawal.
The casino’s terms and conditions are displayed on its website for all to see. It is the player’s responsibility to be familiar with the terms and conditions before opening an account, depositing or placing a bet. Should any term not be clear, our support staff are always very pleased to assist.

[-Shay-]

The fact that a duplicate account had already been opened from the same IP could only be securely established through a manual check. Numerous checks are performed at the time when a withdrawal is requested by a player, including that of duplicate IPs, as the casino needs to establish that there has been no breach of its terms and conditions by the player. It would be physically impossible for all these checks to be performed before a player deposits and would really serve no purpose, as the checks would need to be repeated before processing a withdrawal.
The casino’s terms and conditions are displayed on its website for all to see. It is the player’s responsibility to be familiar with the terms and conditions before opening an account, depositing or placing a bet. Should any term not be clear, our support staff are always very pleased to assist.

Since you were kind enough to respond in a round about way to my questions that were directed to the OP - in the situation you've described above (found to be in breach of terms due to duplicate IP's with no room to dispute), does the player receive a refund of their deposits?

[DinoG]

Indeed the player was notified of the breach and the deposit refunded.
Best regards
Dino G

[Anthony]

Thank you Dino for addressing the issue. Marking thread resolved.

[kitty73]

1.i think i deposit more than 10 times 2.i cant remember that because its so long time ago 3.i like playteck casinos and you have good bonus offer i think, i play over 100000 in a year 4.i didnt know in advance that my exboyfrien have opened account there, but he mension that he need to money to play in some casinos so i barroved some money to him and he used my bank account,then when we was together.and yes he played same pc when we was together but he play so many casino sites that i couldnt know what casino he play in everytime and i dont know what address he used in those registeres casinos because he stay with my place so many nights ,probebly he used my address, ithink this is too hard pelnalty for me ,and i hope that you look this case between fingers and i promise that you get good customer and promise to be more careful next time

[-Shay-]

Kitty,

Dino has said that in cases like yours where the account is locked due to the breach of terms - your deposits are refunded. Based on the clarity of that specific term and based on how he says Club Gold handles cases such as yours, I think that is quite fair. Can you confirm that your deposits have been refunded, as that is the best you're going to get considering you clearly do fall under the multiple accounts rule?

4.15. Bonuses are restricted to one per person, family, street address, email address, telephone number, computer, IP address and debit or credit card.