Serious Questions Regarding Alleged Duplicate Account Evidence

[Saint90]

I previously opened a complaint and also created a forum post regarding my case with SpinHub Casino. I would now like to revisit this matter, clarify an important point, and ask the AskGamblers Complaints Team several specific questions.

As can be seen from the complaint I subsequently filed with Casino Guru, my case there was ultimately closed as unresolved because SpinHub failed to provide sufficient evidence that I had actually created or operated a duplicate account.

casino.guru/complaints/spinhub-casino-player-s-withdrawal-is-delayed-and

During Casino Guru's investigation, however, a very important issue came to light.

Apparently, SpinHub provided information or documentation claiming that a second account had been created using my details. According to the information discussed in the Casino Guru complaint, certain data – including apparently the email address – contained spaces.

Casino Guru's complaint specialist, Matej, actually tested this and informed me that it was technically impossible to register an account with an email address containing such spaces.

This raises a very simple but serious question:

How could I have created a duplicate account in a format that SpinHub's own registration system does not allow?

I would therefore like AskGamblers to answer the following questions:

1. What exact evidence did SpinHub provide to AskGamblers to prove that I had created a duplicate account?
2. Did AskGamblers independently verify whether the account information provided by SpinHub could technically have been used to register an account?
3. Was it ever tested whether an email address containing these spaces could actually be registered?
4. If not, why was SpinHub's evidence accepted as sufficient to conclude that I had created a duplicate account?

This is the part I find particularly concerning. Considering the substantial amount of money involved, I would have expected such evidence to be examined much more carefully instead of simply accepting the casino's claim.

Casino Guru investigated the issue further and ultimately classified the complaint as unresolved because they did not consider SpinHub's evidence sufficient. AskGamblers is welcome to review that complaint and, if necessary, contact Matej directly regarding his findings and the test he performed.

At this point, I understand that I may never receive the money. However, this is also about protecting other players.

If a casino can confiscate a substantial balance based on an alleged duplicate account, the evidence supporting such an accusation should be properly verified – especially when there is a clear technical inconsistency.

I would therefore appreciate a substantive answer from the AskGamblers Complaints Team:

Was SpinHub's alleged duplicate-account evidence technically verified? If not, why was it accepted as sufficient evidence against me?

I believe this is a fair and important question, not only regarding my case, but also regarding the credibility of the complaint-resolution process.

If I have posted this in the wrong section of the forum, please feel free to move the thread to the appropriate section.

Kind regards

Edited Wednesday at 12:40 PM by Saint90

[cocopop3011]

5 hours ago, Saint90 said:

I previously opened a complaint and also created a forum post regarding my case with SpinHub Casino. I would now like to revisit this matter, clarify an important point, and ask the AskGamblers Complaints Team several specific questions.

As can be seen from the complaint I subsequently filed with Casino Guru, my case there was ultimately closed as unresolved because SpinHub failed to provide sufficient evidence that I had actually created or operated a duplicate account.

casino.guru/complaints/spinhub-casino-player-s-withdrawal-is-delayed-and

During Casino Guru's investigation, however, a very important issue came to light.

Apparently, SpinHub provided information or documentation claiming that a second account had been created using my details. According to the information discussed in the Casino Guru complaint, certain data – including apparently the email address – contained spaces.

Casino Guru's complaint specialist, Matej, actually tested this and informed me that it was technically impossible to register an account with an email address containing such spaces.

This raises a very simple but serious question:

How could I have created a duplicate account in a format that SpinHub's own registration system does not allow?

I would therefore like AskGamblers to answer the following questions:

1. What exact evidence did SpinHub provide to AskGamblers to prove that I had created a duplicate account?
2. Did AskGamblers independently verify whether the account information provided by SpinHub could technically have been used to register an account?
3. Was it ever tested whether an email address containing these spaces could actually be registered?
4. If not, why was SpinHub's evidence accepted as sufficient to conclude that I had created a duplicate account?

This is the part I find particularly concerning. Considering the substantial amount of money involved, I would have expected such evidence to be examined much more carefully instead of simply accepting the casino's claim.

Casino Guru investigated the issue further and ultimately classified the complaint as unresolved because they did not consider SpinHub's evidence sufficient. AskGamblers is welcome to review that complaint and, if necessary, contact Matej directly regarding his findings and the test he performed.

At this point, I understand that I may never receive the money. However, this is also about protecting other players.

If a casino can confiscate a substantial balance based on an alleged duplicate account, the evidence supporting such an accusation should be properly verified – especially when there is a clear technical inconsistency.

I would therefore appreciate a substantive answer from the AskGamblers Complaints Team:

Was SpinHub's alleged duplicate-account evidence technically verified? If not, why was it accepted as sufficient evidence against me?

I believe this is a fair and important question, not only regarding my case, but also regarding the credibility of the complaint-resolution process.

If I have posted this in the wrong section of the forum, please feel free to move the thread to the appropriate section.

Kind regards

We are not obliged to answer any of these questions, the complaints team would have sent you a final email with the outcome of the complaint - have you received this? 
Any documents that we receive from the casino are confidential and we do not share this information. Please share with me the email you received. 

[cocopop3011]

@Saint90 I am in contact with Matej so I’m actually going to speak to him today about this case and I will come back to you later okay. 

[Saint90]

Hi @cocopop3011

I still haven’t received a response from you. Are there any updates regarding your initial message and the questions I raised?

I think it is perfectly reasonable to ask whether the technical possibility of what I am being accused of was actually tested. If I am accused of creating a duplicate account in a specific way, and it turns out that this is technically not even possible, then I think I am entitled to question whether this was properly verified in the first place.

Casino Guru actually tested this and found that what the casino claims happened is technically not possible. That is exactly why I believe this point is so important. A simple test during the complaint process could have revealed the same thing.

My criticism is that the information provided by the casino appears to have been accepted at face value without checking whether their technical claim was even possible. If their claim cannot be reproduced because the system simply does not allow it, then I think it is completely fair to question the evidence they provided and the way it was assessed.

I would also like to clarify that I never received any email explaining the specific reasons or evidence behind the decision. The only information I received was that my complaint had been closed in favor of the casino. That was it. I received no detailed explanation, no reasoning, and no clarification as to why the casino’s version of events was accepted.

So, is there an answer to this now, or do you need some more time to look into it?

Thank you.