Saint90

@cocopop3011 Thank you, I understand. However, this is exactly the problem: I am being asked to prove something that I did not do. As far as I understand, the casino has apparently provided one piece of evidence to support the claim that a duplicate account was created. But I have not been shown this evidence, I do not know what exactly it contains, and I have not been given any real opportunity to verify or challenge it. The casino accuses me of creating another account on February 1st, but I never created that account. If their alleged evidence is only based on internal casino data, a screenshot, or a registration record, then I respectfully ask how I am supposed to defend myself if I am not even told the email address, registration details, IP/device information, login history, or any other concrete information behind the accusation. From my point of view, there are more facts speaking in my favour than against me. I made only one deposit to SpinHub Casino, and I can prove this with my bank statements. I also only used one email address to register and only played on this one account. I also find the timing very strange. If the alleged duplicate account really existed since February 1st, why was this only raised three or four months later? During the verification process, I was asked to provide around 20 documents to confirm my identity, including some very unusual requests such as an address document certified by a lawyer. I cooperated and provided what I could. During all of this time, the alleged duplicate account was apparently not mentioned. That does not make sense to me. In my opinion, if the casino relies on one alleged piece of evidence, then this evidence should be reviewed very carefully. I also believe there is a real possibility that the alleged evidence is incorrect, misleading, fabricated, or based on false data. Without being shown the details, I cannot properly respond to it. Please tell me exactly what documents you need from me, and I will send everything I have. I can provide my bank statements showing only one deposit and the communication from the casino. But the evidence for the alleged second account can only come from the casino, and I respectfully ask that this evidence is not accepted without proper scrutiny.

@cocopop3011 Hi, Could you please give me a quick update ? I'd just like to know where things stand. Thanks, and best regards!

@Blackjax I can confirm with absolute certainty—1000%—that nobody else in my household registered an account. I am the only person here who plays at online casinos. They also claim that the alleged duplicate account was registered under the same name, which makes even less sense. Another thing that doesn't add up is the timeline. It supposedly took them around four months to even bring up this alleged duplicate account. If I had really been using multiple accounts the entire time, why would they wait that long before raising the issue? Furthermore, only a single bank transfer was ever made from my bank account to this casino. I can prove that at any time by providing my bank statements for the entire month, which clearly show that there was only one transfer to the casino. At this point, I still have very little information from the casino. However, based on everything I know so far, all the evidence points either to fabricated information on their side or to a serious system error. Right now, I am leaning towards the former because nothing about their claims is consistent with the facts.

@cocopop3011 any updates?

Hi @cocopop3011, First of all, I hope you are feeling better now. Thank you for getting back to me. Regarding your question: yes, the casino accused me of having a duplicate account. According to them, one account was allegedly created on February 1st, and another account was created on February 21st. I can prove that I created my account on February 21st through AskGamblers. However, I cannot prove that I did not create an account on February 1st unless the casino provides the email address that was allegedly used for that account. To be clear, I am not asking for the email address because I expect to recognize it. I am already sure that I will not recognize it, because I did not create a second account. I need the email address so that I can contact the email provider and try to find out when, where, and by whom that email address was created or controlled. If this email address is somehow linked to my name, then I need to know what email address the casino is referring to. The accusation itself does not make sense to me. Why would I create an account on February 1st, make no deposit, use no bonus, and simply leave the account unused — only to create another account 20 days later on February 21st, deposit money, claim a bonus, and start playing? Am I supposed to have completely forgotten within 20 days that I had already created an unused account at the same casino? That simply makes no sense. I created my SpinHub Casino account on February 21st via AskGamblers, and before that I did not even know this casino existed. So please tell me what else I can do. How am I supposed to prove that I did not create an account on February 1st if the casino refuses to provide the key information behind the accusation? Thank you again for your help.

I honestly find the whole situation a bit strange and frustrating at this point. I know that Coco, who normally handles these matters, is currently not doing well, and I am genuinely very sorry to hear that. It really sucks, and I sincerely hope things get better for him soon. However, the last response I received here was almost three weeks ago, and the whole issue has now been going on for over a month. I honestly don’t know what I am supposed to do at this point. If Coco is currently unable to deal with this, which I completely understand given the circumstances, then could someone please tell me what I should do instead or who else I should contact? I don’t want to be insensitive about Coco’s situation at all, but at the same time, it feels a bit strange to simply be left without any further information for weeks. Am I just supposed to accept the situation and move on? I honestly don’t know what I am expected to do here. I would really appreciate it if someone could at least let me know how I should proceed.

Hi @cocopop3011 and @Afi4wins - Any updates at all :D????

@Afi4wins Hi, I'm really sorry to hear that. I hope he's doing a bit better now, given the circumstances. Wishing him all the best. Regarding my case, should I assume that no representative from the casino is going to contact me or that nothing else is going to happen? Right now, it just feels like nothing is moving forward.

Helllo, is @cocopop3011 on holiday or should this be moved in the right section? @Afi4wins if you have information regarding this. would be appreciated.

Okay, so is a Casino representative gonna respond to these accusations :D? or can @cocopop3011 say something regarding this :D? Best regards

Hello, is this gonna be moved or is this staying here?

Hello, sorry, I really did not mean to open a duplicate complaint/thread. I was unsure where exactly I should post this so that the issue gets proper attention. That is why I opened two different posts. Could you please tell me where this topic would be best placed so that it can be seen, taken seriously, and hopefully brought to the attention of other people as well? Thank you in advance. @Blackjax - Thanks for the heads-up. I’ve already corrected it. I am indeed referring to SpinHub Casino.

I have honestly never experienced anything like this before, and I urgently need to speak with a representative. The casino is making extremely serious accusations against me, including the claim that I allegedly created a duplicate account. I strongly deny this. I did not create any duplicate account, and I want to see the alleged evidence that was used against me. I am being completely ignored by the KYC team, while the casino apparently submitted screenshots or documents that I have never been shown and that I therefore cannot properly challenge. From my perspective, anything submitted to support these accusations must be manipulated or fabricated, because the accusations are simply not true. What makes this even worse is that my complaint was closed, and I can no longer respond or defend myself. That means the casino was allowed to make accusations, submit alleged evidence privately, and the player was not given a fair opportunity to see it, comment on it, or challenge it. I am asking AskGamblers to please review this again and allow me to speak with a representative. It cannot be fair that a complaint is closed in this way while the player is left completely in the dark. How can a casino continue operating with no visible impact on its rating or reputation when several complaints appear to involve similar accusations and the players are not properly allowed to defend themselves? At this point, I fear that my money is gone, but AskGamblers should not simply ignore what happened here. I am asking for a fair review, transparency regarding the alleged evidence, and a chance to respond properly.

Hello AskGamblers, I honestly do not even know how to describe this properly, because I am still quite shocked by what has happened. I have always trusted AskGamblers and the way complaints are handled when casinos are contacted. However, in this case, I really believe someone from the AskGamblers Complaint Team needs to explain what is going on. I can see that there are several complaints against Spinhub Casino, and it appears that multiple complaints were marked as resolved because the players were allegedly lying, allegedly created duplicate accounts, or allegedly breached certain terms and conditions. I am sorry, but after the third or fourth similar case, should this not raise serious questions? In my case, for example, I did not create a second account. I also do not know what screenshots, documents, or “evidence” the casino allegedly provided. Nothing was shown to me, nothing was explained to me, and I was not given any real opportunity to respond to these accusations. From a player’s perspective, this feels extremely unfair. What worries me even more is that the casino’s rating does not seem to be affected by this. That means more players may continue depositing money there, while the same pattern could continue without proper consequences. I have now lost €10,200. I can accept that if there is truly nothing more that can be done, even though it is extremely frustrating. But what I cannot accept is that this casino may simply continue operating in the same way without serious scrutiny. For example, I noticed that in at least two different cases, the casino claimed that the exact same terms were breached by different players. As far as I understand, the same terms were mentioned in both cases. That alone should at least raise a major red flag and should be reviewed very carefully. I am not trying to annoy anyone, but I genuinely believe this matter deserves another look. I would really appreciate it if someone from the Complaint Team could respond and explain how these cases are being assessed, especially when the player is not allowed to see or challenge the alleged evidence provided by the casino. Thank you in advance.

Regarding question 1: this actually could be the case - but i dont get it why they wouldnt tell me this as a reason at all ? I would instantly rewoke this because the most i asked only could be a pause for my account for a couple of months or something like that. But it would be no harm to just tell me this as a reason. Regardonh question 2: No. I didnt do that at all. My "new" account created on a new dama nv casino, with a other email adress than my normal one hasnt been banned and still remains open. So it has nothing to do with the country restrictions.