Biggest joke of a response from an operator I've ever seen & with a response like that with regards to game play & deposit patterns I'm amazed they have a licence to operate never mind being accredited here.
A few points I'd like to raise with Vince:
This player has been a member of your site since 2013, that's nearly 2 years so I would presume he/she has withdrawn something at some point, why didn't any suspicions about this player being out to defraud you arise on previous withdrawals?
They deposited via Neteller?, what's the insinuation there?. If depositing via a wallet is too much of a risk for your business maybe think about not accepting it at all?.
He/she has never deposited without a bonus?, you said you were offering a bonus 'every day' in february, do you expect people to deposit multiple times a day to stay under your profiteering 'radar', thus encouraging irresponsible gambling?. It's quite simple, just stop offering the player bonuses altogether if you don't like their playing methods & hopefully they'll find an operator more reasonable, generous & accommodating.
Points 4 & 5, maybe you should advertise on your website exactly the amounts and games players can legitimately play?. I remember a time where bonuses were involved it used to be red & black together or Blackjack play that used to upset operators and lead to all sorts of accusations about trying to profit from bonuses and not playing within the 'spirit of the promotion'. This player looks to have risked a significant amount of funds at the stakes you've quoted over time & it could have easily gone the other way. I would wager the issue of fraudulent multi-accounting would never have been raised by intercasino with a relevant legal capacity had the player deposited & lost €30k
As I've already said on this forum countless times & raised some quite heated arguments with regards to multi-accounting the casino should do all its checks the minute the first deposit is made. In the UK most of the operators now regulated by the Gambling Comission do an anti money laundering check against your credit file, this checks you exist as a person, are over 18, live at the address you've entered on signup, correct date of birth etc. Similarly your bank will not authorise a transaction if the address doesn't match up. This same system is used to authorise credit facilities & it's pretty robust against fraud. Whether Sweden has a similar system I do not know but checks should be made as soon as a player attempts to make their first deposit.
If two accounts are opened under the same name at the same address or any details don't tally up then the casino should easily spot this straight away & close the duplicate or close both if it feels the player is fraudulently trying to gain.
However, If a family member also living at the same address, sharing the same physical internet connection also decided to join the same casino it is not fair to penalise either player when they could both be legitimate customers which is what I fear happens all too often when things like IP addresses are used to make accusations. In a land based casino people walk down the same path to get into the building, so does that automatically mean they know each other and are colluding or one person is impersonating another?. Not necessarily, but it's sadly what this industry always jumps to as a conclusion as well as a lot of people on this forum.
I first opened an account with Intercasino in 2005 & stopped playing there around 2009 because they were losing it against competitors who had better quality games and rewards. Looking at this they look to have lost it behind the scenes as well. I've never looked back and definitely won't again after reading this, whether multi-accounting is or isn't involved it's quite clear they've looked for rediculous excuses NOT to make a payout before the possible IP collusion issue.
Unless multi accounting can be proved conclusively the RNG decided that player should get €30k & he should be paid!.
its a great idea
