The player from Mexico has been accused of opening multiple accounts. We rejected the complaint because the player didn't respond to our messages and questions.
My account was closed by multiple accounts and I only have one account in my name at this casino
Dear Silviacast,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Yes it is correct, my son and my daughter opened an account but we are family members and everyone plays on their account
To be honest with you, Silviacast, it doesn't look very promising. Please understand if several people play from one device it is very difficult for the casino to distinguish who is who.
I understand that it wasn't you who created the very first account from the same device which was used afterwards to create other accounts. Have you accumulated your winnings with or without an active bonus, please?
That's right, I have no bonuses or winnings, my children's accounts are totally in loss.
The disputed amount of Mex$31,500 represents your winnings with an active bonus, please?
Dear Silviacast,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.