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Bob - Winnings Removed because of Duplicate Accounts

Ruling

Found for the Casino - The submitting complainant has set-up more than one account in violation of casino terms and conditions. As such there is nothing we can do to help them.

Read our Bob Casino Review.

Player's Complaint

I played on Bobcasino slots, which eventually brought me to 1550 euros. Because I had previously withdrawn on the same account, I thought I could also withdraw this amount. When I was asked for documents, I sent everything and later I was told that I had duplicate accounts, so I could not withdraw. That account comes from early 2019 and was inactive, not verified and I didn't even know the password when I registered my new account.

What can I do to get my winnings.

Read the casino review

3 Responses

User icon
ThePOGG
December 10, 2019

Hi itsmediego - welcome back!

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 – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

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.

Thanks,

ThePOGG

User icon
ItsMeDiego
December 10, 2019

Thank you for taking care of my case.

User icon
ThePOGG
January 10, 2020

Hi ItsMeDiego,

I've spoken to Bob Casino regarding this issue and unfortunately there is nothing we can do to help you.

You set-up an account, deposited to it multiple times and claimed bonuses.

You then set-up a second account. Due to an error made by you when registering your details there was a mis-match in the account information that stopped your account being detected automatically as duplicate. You were allowed to withdraw a small amount from this account, but this was beneath the thresholds that required account verification. When you tried to withdraw the larger amount verification of your account was conducted, the data input error was detected and corrected and once corrects the original account was flagged up as a match.

Where you have set-up more than one account, any accounts after the first are considered void. So all that the operator would be required to do in this instance is ensure that any funds that were deposited to your account were returned in total.

All we can suggest is that you ensure you do not open more than one account in future.

Sorry we cannot be of more help.

ThePOGG

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Agreement

ItsMeDiego 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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