Casino Extreme - Player's account was blocked.

My names Hindi m*** my son Collin m*** showed me this gambling site, I proceeded to make a account and deposit in crypto following their rules for the no verification withdrawals. After the play through I was then told I have to submit documents because to many accounts had been on our IP. I didn’t have a problem doing so, after submitting my documents I started to get a login error and the support told me to clear my cookies and cache so I did and didn’t have the email linked to my account saved and lost access to the email account associated with the account. I didn’t think this would raise a issue due to the fact my sons account was verfied and unlocked on the 5th day after he submitted documents. It’s day 7 the accounts still locked and I sent a email to support from a different email but they refuse to give me any information or help me at all. I just want to withdrawal what I’ve won and be done with this casino. And they don’t even have a support line phone number so I can’t call them from my number that matches my account information…. I’d like to just receive my winning and be done with this casino 

update after messaging their live chat for the 600th time I was told my account is closed and winnings voided due to multiple accounts even tho I submitted verification documents and the name on my account is Hindi and my sons is Collin but they claim "they’re both his"

Dear gmtmgttb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you created your account and how long has it been active? Also, could you please confirm that you were always the only one who used your casino account?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear gmtmgttb,

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.

I created my account maybe 3-4 weeks ago a few days after my son created his and I was the only one on my account ever and my son was the only one on his and yes I was using the sign up bonus 200% no rules

Thank you very much, gmtmgttb, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi gmtmgttb,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Casino Extreme to the conversation to participate in the resolution of this complaint.

Okay thank you so much

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi gmtmgttb,

I'm trying to get a reply from a different casino representative. Hopefully, we will have better luck now.

I was never told per house hold

and what do you mean apparently your son

we provided I’ds and selfies for both of us

I’ve tried to communicate through email to you guys and it gets no where

I’ve tried to explain I lost access to the email Pokémongo when your support reps made me clear my cache

man’s you guys don’t have a support number I can call with my verfied number on the account

(4088571732)

I was unaware of the "per household rule"

so refund my deposit and we can call this case closed

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Thank you Casino Extreme team for the explanation.

Dear gmtmgttb,

The main issue here is that you used the same DOB on both accounts for registration and took bonuses in both accounts which strongly suggests multiple accounts. If this is the case, I'm afraid I can't help you. I can only recommend you always open one account per casino in your name and with your own personal information and always use the correct data in the future. Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter