It's not that simple, in my experience.
Example A: casino abuses player to no end, player cries 'Uncle!' and does a PAB calling the casino the arse of Satan. Who's the 'innocent'? Who knows until you dig into it.
Example B: player lies cheats and scams their way through the casino for yonks, finally the casino slams the cage door down on them and the player comes running to us with it. Who's the 'innocent'? You guessed it, don't know until there's digging done.
IMHO looking for the 'innocent' in the vast majority of these situations is like looking for the virgin in a maternity ward: wrong place, wrong time, and it's the wrong thing to be asking in the first place.
It's not about the innocent party, but who has the burden of proof to prove the OTHER party guilty. Where the accused has to prove innocence, we have injustice. This is often the case in a totalitarian state, where an annoyance is accused of some vague offence, and has to prove they DIDN'T do it. Often they are not even allowed to see the evidence against them, yet are expected to prove they are innocent. This is usually used when the state has already decided on guilt, and any trial is merely for show.
This ALSO happens in the casino industry, where the casino can level an accusation at a player, not disclose any evidence, but it is the PLAYER who has to prove they are innocent, and NOT the casino who has to prove their evidence is good enough to prove guilt. Although this case is not that bad, there ARE cases where players are cheated of large sums of money, and later it turns out the evidence the casino holds is flawed. This is compounded by the lack, in many cases, of access to an independent appeals process. We CANNOT rely on the gaming licence issuer in many cases, because they do NOT actually REGULATE, but merely provide a base of operations for a fee, and have NO player dispute system in place. Even Malta has shown no real interest in protecting players, and this has allowed some operators with a Maltese licence to screw around with players simply by saying they will ONLY deal with the Maltese commission when players have problems.
Example A - The player says "casino is the arse of Satan.....". The PLAYER has to say why, what they did that was wrong, and provide any evidence they have. The casino is presumed innocent, they are allowed to see the evidence against them, and can refute it with their own.
Example B - Casino says "we caught you defrauding us, you won't be paid, there is no appeal, decision is final". Player asks to see the evidence, but casino says "No, you are fraud, decision is final". Player has to argue innocence against entrenched resistance. They may be guilty, BUT there are innocents too, and they are not being given a FAIR chance to argue their case. Casinos do NOT refer player to independent appeals process, they keep quiet about this possibility, and some refuse to cooperate with the likes of PAB when aggrieved players track it down.
Floyd. Despite what you say, you STILL take the position that the OP has 2 accounts, and has already received the promotion on one of them. The OP says this is NOT the case at all, and is trying to get to the bottom of the matter, but is finding it a hard slog through the mire.
Are you SURE this is a case of duplicate accounts, and NOT a case of SIMILAR details, but NOT THE SAME PERSON OR HOUSEHOLD?
The lessons are not JUST for one particular casino, but it seems MANY casinos do not consider the alternative explanations before accusing a player of breaching the rules, or of fraud.
You say the country is irrelevant, but before you said it did at least look odd because it is a country that does not send many players. If it was irrelevant, why make such a remark at all?
The email problem is also irrelevant, it is the fault of a third party that the emails could not get through. The casino did not receive them, but the player had no idea how to get around the problem, as it was NOT at his end either.
Email is unreliable and insecure, so don't just moan, DO SOMETHING ABOUT IT!!! Bypass it altogether with a web based
secure document upload facility. The Viper software also comes with a messaging facility called "casino mail", so why is this hardly ever used?
Live chat is OK, but you CANNOT send a document that way.
This is NOTHING the PLAYER can do anything about, the CASINO has to provide the facility before the players can use it.
Whatever else is said, you have called the OP a liar, so expect him to have a temper on him. You have explained, but not apologised, and STILL stick to the position that the OP has opened 2 accounts in breach of your rules. Either he has, and is trying to get away with it, or you are stoking his anger even further.
I doubt he will ever play at Go Wild, but he MAY want his name cleared, and this may drive him to continue this issue to the bitter end.