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Bob - Casino closure on duplicate accounts


Resolved - Bob Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Bob Casino Review.

Player's Complaint

In June 2018 I have had a problem because of my duplicated account at Bob casino.

I forgot, that I have already opened accounts, so they declined my withdrawal.

After that, I have spoken with the support and asked them to delete my duplicate accounts, so I can play with one.

They told me that, this case was forwarded to the Finance department.

After 1,5 years I have forgotten about all of this and went to deposit to my Bob Casino account to play.

So my account was good, I have made some deposits, and they let me play!

In December 2019, i have deposited money to my Bob Casino account and managed to win 3000 Euros.

I have logged in with my phone, ( where my other emails are stored in the browser, so it is automatically filled the login e-mail to my Bob casino account with another e-mail ) and I accidentally logged in with my duplicated account to Bob Casino. And that was the point that I have found out that I still have a duplicate account, so nothing happened in June 2018, they did not delete my duplicated accounts!!!

I have immediately written a letter to notify them! And to help me solve this case, after 1,5 years.

For withdrawal, i would like to have my account verified, so i have made a request for 20 euros, because they wrote on the website, the uploaded documents for verification is being checked at withdrawal requests.

And they wrote to me today this:

"During the security check, we found out that your account has a duplicate. Please note that it is only allowed to have one account per player/IP/device with or without bonuses. You have breached this rule. Therefore, the decision was made to close your account and confiscate the winnings.

The decision was made by the casino's management and it is final."

So they should have closed my account in June 2018, not in December 2019!!!

In my opinion, this is absolutely unfair.

I think I'm entitled to withdraw my winnings of 3000 Euros.

Please help me solve this case.

Best regards.

Read the casino review

4 Responses

User icon
December 10, 2019

Hi gebedii - welcome to!

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out.



User icon
December 17, 2019

Hi gebedii,

My understanding is that your balance has been restored and is waiting for you to withdraw. Could you please check and confirm for me?



User icon
December 29, 2019

Hi gebedii,

I'm following-up on the above?



User icon
January 10, 2020

Hi gebedii,

If we haven't heard from you by Friday the 17th of January I'll assume you no longer require our assistance with this issue and close this complaint.



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gebedli consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bob
  • Curacao eGaming
  • Direx N.V.

December 9, 2019

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