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A strongly suggestion in a T&C is an obligation?

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Adrian
Member
Posts: 64
Joined: Tue May 05, 2015 6:03 pm

A strongly suggestion in a T&C is an obligation?

Post by Adrian »

I got a question. Recently I have received a complaint of a player of me. She had an account at an online casino. Let's call it Casino Y. She's having this account for some time. Later, her boyfriend made an account at this online casino too. They share the same IP.

In the terms & conditions of this online casino is stated that it is allowed to have one account per person. They are two different persons and they can prove that, so that's not the problem. It also states that multiple accounts of one person will be blocked. The t&c also states that in case of a shared internet connection people the strongly suggestion is to contact the casino before to avoid unnecessary security checks.

My English is just basic (and so seem to be the English of the casino representatives) , so maybe I do not understand it correctly. They refuse payment of a small winning because the player did not contact the support desk before creating an account. In my opinion, they do have to pay, because:

- her account was created before his account, so there was no reason to contact the support desk in her case as there was not any other account on that internet connection at the moment she created her account
- it is a strongly suggestion to avoid unnecessary security checks which in my eyes is something else than "an obligation to avoid seeing your winnings seized"
- none of the two accounts is blocked, both accounts are allowed to deposit and to play for real money. Which is not correct in my eyes. Either a player is breaking the rules and should be blocked, either a player is not blocking the rules and should be able to deposit, play, win and get their winnings.

Player made her complaint at AG, but saw her complaint refused quite rude that she should read the T&C before signing up and should blame herself instead of the online casino. They give her the option to go to the license holder. The license holder is unclear, but seem to be CIL in Curacao.

I decided to compensate this player with 5 times her deposit and half of her winnings plus I blacklisted the casino. Must say the casino operates on a doubtful platform that is hosting more not so trustable casinos. I would like to hear your opinions on this case.

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thePOGG
Senior Member
Posts: 3849
Joined: Thu Oct 18, 2012 1:17 pm

Re: A strongly suggestion in a T&C is an obligation?

Post by thePOGG »

Hi Adrian,

My opinion is difficult to give without all the information.

In the first instance I'd encourage you to be wary of these types of cases. That vast majority of online players understand that they can't have more than one account. Quite often the 'my partner signed up too' excuse is just that, an excuse, and it's really the same person using a second set of ID to claim a bonus again. I'd need to look at the account activity to see just how similar the account activities are.

Secondly I'd want to see the specific terms, both generally and for any bonuses the player's claimed. Wording is important here and while the general terms may not have covered this, promotional terms will usually state 'only once per household, family etc etc'. At that point if they've both claimed the same bonus they're in violation of the terms.

In general I'd encourage you to be very careful with this type of case - it's all too easy to find yourself out on a limb fighting for a player that actually knows they've broken the rules.

TP

Adrian
Member
Posts: 64
Joined: Tue May 05, 2015 6:03 pm

Re: A strongly suggestion in a T&C is an obligation?

Post by Adrian »

Thanks for your reply.

True, a lot of players know what they're doing and they're just seeking contact when it's useful to them. The activity I did not have a look at, but that's a valid point to see a bit more about their activity.

I do agree the 2nd account violated the terms, but the first one did not as there's also a time lag between the two accounts. Although I feel I did the right thing, you mentioned some important things for other cases. I gotta look a bit deeper into it. :)

Best regards,

Adrian

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