Casino-X - Player has been accused of opening multiple accounts.

I had closed my Game Account because I sometimes have problems playing. On one site, I came across an ad for casino-x and created a new profile when I didn’t remember playing at that Casino before. I apparently made a profile with a different email than before and played several tens, I won at least € 400, I tried to withdraw that amount, but my account was closed. I contacted customer service and was asked to send documents to verify the account. I sent and I was told that the rules prohibit two accounts and if the account seeks bonuses etc then the winnings will be denied immediately, however I have not even used any bonuses. It was a mistake and a completely human mistake, customer service is slow and stubborn. I won’t get my money but I don’t recommend the casino to anyone.

Dear Jeikkis,

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?

Could you please advise if your old and new accounts were active at the same time?

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

Hey. The accounts are both opened by me, I know that. But the other was closed when I opened a new one. I opened a new one because I didn’t even remember the existence of my old account, or closing it. I have not used any bonuses in either account and my original account was closed when I accidentally opened a new account.

part of the reason I didn't remember my old account is probably that the account was opened with my old email address, which I no longer use.

Thank you very much, Jeikkis, for your reply. Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino?

Alright. I will send the conversations by e-mail!

Thank you very much, Jeikkis, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jeikkis!

From now on, I will take care of your complaint. I would like to invite representatives of Casino-X into this complaint in order to help us resolve the issue.

We would like to ask Casino-X 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.