Industry-standard rules forbid more than 1 account per player or collusion, as well as doing activity giving the players an unfair advantage. After gathering all the necessary information and details, we updated the complaint to 'unjustified' due to breaching the casino's Terms and Conditions - with the help of another casino account or accounts (multiple accounts used by 1 person or collusion), the disputed account was engaged in fraudulent activity and bypassing the casino's rules for the bonus in question (Live Casino Welcome Bonus), which gave him an unfair advantage over the casino and its system.
The casino decided to provide us with the requested evidence, and we were able to sufficiently review the matter. Later, based on the update received from the casino, we reopened the complaint. The player was allowed to withdraw only his initial deposit. The casino was not able to provide us with sufficient evidence supporting its decision due to the internal policy and stopped responding to our messages and questions. The player from Singapore had his winnings canceled and his account suspended due to 'abnormal gaming activity'.
