Casino360 - Player has been accused of opening multiple accounts.

Hello Lcb hello I'm opened account on this casino and I'm verified my account on second day, I'm deposit on first day 38.70 and I'm received bonus, and I'm play and completed the wager, I'm put the withdrawal and 3 day I'm receive mail from Anna (print attache) I'm have associated account and my payment refuse and I'm never play this casino before, after this I'm not received any update from this Anna, on the same day I'm contact with Jim and this tell me on verification, but I'm verified my account on second day lol, please lcb help me fto get my money I'm win

I'm have the prints atacched from all conversations

Dear Alexandre,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your negative experience.

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? Have you redeemed any promotional offers in this casino previously?

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

Hello. It's my first time on this casino, I'm never play on this casino, I'm deposited my first time with deposit bonus and I'm complete the wager, I'm no have family on this casino and others

já respondi as perguntas que me colocaram, já passaram 5 dias e nunca me respondem

Tenho mais alguns prints, eles desbloquearam a minha conta para fazer o levantamento do meu deposito, eu aproveitei e tirei alguns prints mas eles não têm provas que tenho conta duplicada, isso é desculpa para não me pagarem

Anna tell me I'm have not verifi my account totally

More prints from message today, and print from verification successfully

Vpn é permitido, se calhar eles pensam que tenho várias contas por entrar na conta com Vpn e sem Vpn, por favor casino guru ajudem me a ter os meus ganhos totais na minha conta neteller

Já recebi o meu deposito, apenas falta o resto do que eu ganhei

Thank you very much, Alexandre, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

Ok fico aguardar resposta

Obrigado casino guru

I would like to invite Casino360 to join us and help us resolve the player's issue.

We've been trying to contact the casino but we haven't receive any aswer yet. Extending the timer by 7 days.

We are currently in touch with casino representants on skype, but the communication seems to be a little slower. Is there any update regarding your case Alexandre?

eu ainda não recebi nada

Dear Alexandre,

Is there any update regarding the case on your side? We still did not receive any useful answer from the casino but we are in touch. Will let you know if there will be any news.

Da minha parte não recebi emails de ninguêm

Cumprimentos

Hello Alexandre,

I understand your frustration and I am sincerely sorry about the situation.

However, as your account was directly linked via address to the account that was created prior to yours and in accordance with the terms you are not eligible to receive a welcome offer.

We discussed this with you on chat when you also provided personal details that belong to the other, linked account. Along with all other evidence, this indicates that your account is in the clear breach of our bonus terms and you have failed the verification process.

Please, see below the relevant term:

"1. You are only able to claim one Welcome bonus per person, account, family, legal registered address, email address, telephone number, payment account, IP address or shared computer environment. Creating additional accounts to claim bonuses will be treated as bonus abuse and will lead to an account ban and funds will be confiscated."

We hope that the provided details clarified the situation, but feel free to get in touch via email or contact our Live Chat representative for any further assistance or information.

Kind Regards,

Casino360

por endereço? qual endereço, isso é mentira, eu nunca tive nenhuma conta nesse casino antes

vocês devem estar a fazer confusão com outra conta qualquer

e me digam já agora qual a conta vinculada, acho que tenho o direito de saber, isso é tudo treta, eu apenas tenho a conta que joguei, nunca conheci esse casino antes

Dear Alexandre,

The casino is willing to send us evidence. However, we would require your permission to receive it as contains some of your personal information, and the casino requires it because of privacy policy. Do you agree that the casino can send us the evidence?

Sim claro pode receber

Dear Alexande,

We will forward you the evidence through e-mail. Plese note that from our side, it's clear that you have created multiple accounts within the last 4 months. In this case there isn't anything we can do for you in this case as it's a violation of the casino terms. I'm sorry we could not do more. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru