Casino Extreme - Player's winnings removed due to claimed multiple accounts.

I received an unsolicited email from this casino with a no deposit bonus. I signed up and won. I completed the playthrough requirements and the bonus said max payout is $50.

I submitted my verification documents to prove my identity and I logged in a couple days later to see my winnings disappeared. I checked to see what happened and they said I violated terms so they removed my winnings.

Their claim was:

Please note that we have reviewed your account and grievance. The reason behind the removal of your winnings is the fact that there is over 10 accounts registered from the same IP address with the exact same address as well. As you are most likely aware, a player is allowed to have only one account at the Casino. This is a very common rule in all online casinos. The fact that your winnings came from a no-deposit welcome bonus present another violation of the Terms & Conditions you have agreed upon joining.

I do not have multiple accounts with extreme casino. I use my cellphone to play on these sites. Wireless carriers recycle IP addresses, which they should know I'm sure. No other casino I play with has ever accused me of having numerous accounts due to my Verizon IP address. This is beyond absurd.

They mention my address but no one at my current, or former, address has an account with extreme casino and I most certainly do not have more than one account with extreme casino as I didn't even know who they were prior to their unsolicited email.

They are looking for any way to avoid paying such a small amount. For a casino to avoid paying $50 but still emailing me to deposit is beyond shady. I hope someone helps correct this and makes sure it never happens to someone else.

Thank you.

Dear colonisethemoon,

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?

• Was your account previously verified?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

There's no chance of that because I use my cellphone data to play on every casino I'm signed up on. My phone switches form 4g to 5g constantly which change my IP. Wireless carriers recycle IP addresses which I'd think any site would know about. It's never been an issue with any other site I use.

No one here has an account with anyone because I live alone. I certainly don't have more than one account with them because I signed up one day from one of their unsolicited emails. The only possibility is me being signed up with one of their sister sites which got me on their email list in the first place. Yabba or something like that. But I don't have more than one with extreme casino. Nor does anyone at my previous home address.

They still email me with bonus orders and free spins offers, but refuse to pay.

I'll attach the emails and forum comments I received from them. The first one shows the constant emails I get from them offering free spins and bonuses. The second one shows the first reply I got which they refused to answer my question. So I went on some forum to complain. The last screenshot shows their response. That forum is linked on their own site so I don't know how much I trust it. The site is https://lcb.org/onlinecasinobonusforum/direct-casino-support/casino-extreme-29384/msg727531#msg727531

. 

Thank you very much, colonisethemoon, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your help.

Hello colonisethemoon,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Casino Extreme to join the conversation.

Dear Casino Extreme,

Can you please forward any evidence to me at michal.k@casino.guru to support your claim the player has multiple accounts and thus is not eligible for the bonus winnings?

Hi Michal,

Please note that an email with comprehensive details that support our claims has been sent to your email address for your convenience.

Please take your time to review it thoroughly, and if you require any additional information, feel free to reach out.

Best Regards,

Thomas Roberts

Casino Extreme

Dear colonisethemoon,

Can you please confirm how long you've been living at the disputed address? When have you moved out from that address?

Please forward evidence of your new address (utility bill, phone bill, etc) to me at michal.k@casino.guru

Michal,

I have emailed you the information and attached proof as requested. If you need anything else please let me know. Thank you.

Hi Michal,

Hi colonisethemoon,

@colonisethemoon

Could you please log into your account and upload the documents Michal requested? This will allow our Banking department to review them as well. Alternatively, you can send your documents directly to documents@casinoextreme.com.

Best Regards,

Thomas Roberts

Casino Extreme

I have emailed the document to Casino Extreme as they requested. I hope this is resolved soon because this has been a lot of wasted time for such a small win of $50.

Thanks for all the assistance it's appreciated.

Dear colonisethemoon and Casino Extreme team.

As per our email communication and the provided evidence by the player, I believe we were able to shed more light on the situation, and now we will find a fair solution.

Please let us know, Casino Extreme team, if any additional information is still needed to wrap up this case.

I received this email a few minutes ago, so I'm finally verified and cleared by the pit boss.

Now, I logged into my account and my winnings do not show up.

Casino Extreme can you please reinstate my winnings now and allow me to withdraw them?

Thank you.

Hi Michal,

Hi colonisethemoon,

Our Banking team has reviewed your documents, and we are pleased to inform you that your account has been fully verified. As a result, your winnings from the free promotion have been reimbursed to your account.

Please note that you will be able to withdraw your funds once you make a verification deposit.

I believe our decision is fair, and I hope this resolves your complaint - provided the player agrees, of course.

Best Regards,

Thomas Roberts

Casino Extreme

Verification deposit? Didn't you already say I was verified?

If it's a crypto withdrawal how would any deposit verify my LTC wallet?

Please answer these questions so I can make sense of what you are saying.

Thanks for helping with this matter.

Dear Casino Extreme team,

Thank you for your willingness to reassess the situation and re-crediting the bonus back to the player.

Dear colonisethemoon,

It is an industry-standard that casinos require a verification to be made in order to verify the player's payment method, especially if the player wants to withdraw winnings from a no-deposit bonus. Besides, the casino has these rules in place

6.2 Withdrawing from your User Account 

g. Upon requesting a withdrawal from a non-deposit bonus, a verification deposit is required, if the customer doesn't have a prior deposit.

I can only advise you to follow the instructions.

Okay I wasn't familiar with that because the casinos I usually use don't have such requirements. Thank for the info and help.

I did submit a withdrawal

a while ago.

I deposited LTC and will wait for that to apply to the account and I will try the withdrawal again. Thanks.

Earlier I sent a deposit of the exact amount of LTC the deposit asked for (the network fee was paid on top that's why it shows 10.05 on the first screenshot)

Earlier Casino Extreme 's site showed "pending balance $10.00" now it shows pending balance $9.99.

What's going on? The LTC transfer completed over an hour ago.

I was finally able to redeem the $50 winnings. Now I have my $10 deposit pending on their site as "$9.99" which I was unable to redeem with the $10. Oh well.

Thanks for all the help. It is appreciated.

Dear colonisethemoon,

I'm not entirely sure why your balance is $9.99; it may be due to fluctuations in cryptocurrency value. However, you should still be able to use it for gameplay.

Anyway, I trust you will agree with me that the important thing is that you have received the disputed $50. Is there anything else I can assist you with, or can we consider this case resolved?

Yes, this has been resolved. Thank you again for all your help!

Dear colonisethemoon,

Thank you for the confirmation.

As the complainant has confirmed, we consider this complaint to have been successfully clarified/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru