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Casino Room - No Payout my Win


Declined - This complaint has been submitted by someone other than the complainant. As such we cannot discuss the player's account.

Read our Casino Room Review.

Player's Complaint

Ticket Reference: FKH-WGXTQ-043 (by MGA)Mail from [EDIT]

Mail from [EDIT]

The plaintiff, [EDIT], demands from the defendant - Casino Rooms - your legitimate winnings of € 1.2000 and asks for a payout.

The defendant refuses to pay out on the grounds that the plaintiff operates two player accounts. The plaintiff refuted this claim by stating that the second account belongs to her sister [EDIT]. Both persons are real and registered with their own account at Casino Room.

The defendant states that the IP and the bank account used are identical. In this regard, the plaintiff stated that both people temporarily use the same WiFi network or the same mobile phone to play, but NOT with the other person's account. If payments and transactions have been made from the other person's account, this was done with the consent of the defendant and with the consent of the sister.

Testimony: [EDIT] and [EDIT] as well as mail correspondence.

The defendant requested a verification of the account from both persons, unfortunately this verification cannot be carried out by the plaintiff and her sister because the defendant has blocked access to the account for both persons.

The defendant wants to unlawfully and unjustifiably enrich itself from the plaintiff's profits.

To prove that the named persons and the different accounts are 2 different persons, a common photo with ID and two separate photos of the persons are attached.

I ask for a quick legal remedy and payment.

Many Thanks.

Read the casino review

1 Responses

User icon
July 8, 2021

Hi Annia777 - welcome to

As you appear to be a 3rd party representing the claimaint, we are sadly unable to discuss the claimant's account with you. The player in question is welcome to take any advice or support from you, but would be required to manage the complaint themselves.

However, this may not be relevant anyway as it would appear from the submitted claim that it is unlikely we could do anything to assist your client. Casino Room carry the following term in their general terms and conditions:


Only one (1) real money account is allowed per person. No person will be allowed to maintain more than one account. If a player opens more than one account on the SITE, SITE reserves the right to:

c) Close any other accounts that are traced to the same address or computer;"

If two accounts have been used from the same device, this is a clear and material breach of the above terms that is explicitly covered in the user agreement.

Furthertothis, the promotional terms include the following:

"12. Customers are permitted to one account with Casino Room and as result all customer offers are limited to one per person. To remove any doubt this means one offer per household address, IP, email address, telephone number, payment method (e.g. debit or credit card, NETeller etc). Accounts on shared computers are also limited to a single account, e.g. public library or workplace. "

Again the above explicitly prohibits receiving any promotional offer more than once on any household or IP address. If both the accounts in question have received the same bonus, this would again be a material breach of the above term, voiding the bonus contract.

If your client still feels they have a claim despite the above please have them submit a complaint personally.



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Annia777 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:

  • Casino Room
  • United Kingdom Gambling Commission
  • Curacao
  • Malta Gaming Authority
  • Ellmount Gaming Ltd

July 6, 2021

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