Casino Classic - The player's account got closed.

I have been playing for 14 years at rewards casinos, never had a problem with withdrawals (I made a withdrawal in one of their casinos 3 months ago, no problem they paid me) i made a deposit in this account at casino classic where i had a pop up window showing a 100% bonus offer, won 2000 dolars and when i requested a withdrawal they ask for my documents again, i sent them and they told me everything was fine and even told me the dates i was going to get paid! out of nowhere they block my account i send an email and ask them why, they tell me i have multiple accounts and my account was deleted and the money was deleted too, they had told me before that i had multiple accounts and didnt do anything, not close them nothing but now that i won a bit of money they just delete everything without a warning, i find this VERY UNFAIR ITS A CHEATING MECHANIC because they had told me before i jad other accounts, why not delete them then? THEY ALREADY KNEW THIS FOR LIKE 14 YEARS AND WAITED TIL I DEPOSITED MORE AND MORE AND WIN TO DO THIS!!!

Hello Chaly,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Classic. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time you received money from the casino? Does anybody else play from your household in this casino? When was the last time you spoke to the casino and what was it about? Did they provide you any proof of account multiplicity?

Looking forward to your answer.

Regards,

Nick

Hello, I made a withdrawal in a different rewards casino 3 months ago and had no problems, never had in 14 years this is the first time they do this to me, yes some family members gamble, they didnt proof anything just told me i had multiple accounts which i believe i do but i did ask them before to delete them and they just deleted a few if i remember correctly, they would tell me i had multiple accounts and delete one that i remember but not when i had just won in that account and made a withdrawal! It is too cruel to do that just when you win a bigger amount of money why not before? Why not ban me before? Why not block me before? THEY KNEW i had more accounts and decided to delete THAT ONE account where i had the money JUST when i made a bigger withdrawal, why not delete the others? (which like i said i asked them to delete other accounts before) and before doing this they suspended my loyal points they gave me NO reason its been 3 months (also JUST AFTER i made the withdrawal 3 months ago) Its too cruel and seems like shady behavior, even sad to be playing for 14 years and be treated like this.

Hello Chaly,

Can you please confirm if you ever did create more than 1 account? Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Yes i will send an email thanks.

Hello Chaly,

The e-mail you forwarded was not the communication between you and the casino just a mail written by you.

Can you please actually send us the requested information?

Ok

I replied to another complaint this player posted elsewhere explaining why their account was closed.

Please refer this player to our internal complaints: complaints@crhelpdesk.com

Cheers

Thank you Chaly for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Chaly,

I'm Michal and I have taken over your complaint. Just so you know Casino Classic has this mentioned in its T&Cs

IV. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times.

It is rather unusual if the casino allowed you to create multiple accounts, but this is solely up to the casino's decision.

As the Casino Classic team mentioned above please contact their team at complaints@crhelpdesk.com and hopefully, they might provide you with detailed information. Please let me know if you were able to find a compromise or if you need any further assistance from us.

Thanks i emailed them 5 days ago but they take too long to respond or they just dont respond. Thanks anyway for trying to help.

Thank you for the response, Chaly.

Dear Casino Classic,

We understand that the player is allowed to open only one account and we understand that all other accounts the player may have opened without your permission will be closed without any obligation from your side, but were you able to accommodate the player somehow?

Hi Michal

Unfortunately this player has broken the T&Cs as they mentioned above. As you have said, it is at the casino's discretion to enforce this rule and they have decided this time to do so.

Unfortunately this ruling will not be overturned.

Cheers

After 14 years of me playing at your casinos? You unfairly decide that now, VERY VERY UNFAIR.

Dear Chaly,

I can understand your disappointment, but as I mentioned previously it is rather unusual that the casino allowed you to create multiple accounts, but this is solely up to the casino's decision.

Casino Classic has this mentioned in its T&Cs

IV. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times.

So I'm afraid there is not much that can be done here. Did you receive back your last deposit?

Yes, thank you, you did what you could

Dear Chaly,

Thank you for understanding. Casinos have a very strict policy regarding multiple accounts and almost all casinos allow to create only one account per player. Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal