Casino360 - Player has been accused of opening multiple accounts.

Hi Guru

I did registered in this casino about 3 months ago and last two weeks ago my account is fully verified, I did twice or three deposit in this casino using interac e-transfer. And last week march 19th I did deposit of 30 cad and make a winnings for the total of 1730 cad. I did request a cashout on that day the live chat told me my cashout will be process Monday on their location, and yesterday I did received an email mentioned my account is linked to another casino360 account I did response the email to ask the details because I have only one account in this casino and when I tried to login my account is permanently locked I really surprised I really need a proof about linked account if they can give me a proof about linked account they can take all the funds in my account. Very obvious that casino don't want to pay my winnings. Very unfair casino I hope I am the last player to be a victim of this casino. I can't imagine they will permanently locked my account without reason. But it's my fault I didn't check first here in Guru the background of this casino. Honestly before I did register the online casino I will check the here first. Thank you so much Guru let us help please to the online gamblers to not be a victim on this casino

Dear willie34,

Thank you very much for submitting your complaint. I’m very 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 neighbours has opened an account from the same IP address or device as yours? Were your winnings accumulated with or without an active bonus?

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

Hi Petronela

We are living and working in a farm and the housing is company provided we are 33 people sharing the wifi connection, only my brother and my one co-worker is also play online casino but I really don't know if they have an account here in casino360, but I'm waiting for them to ask about this. And about the device, yes sometimes we are using the issued device of the company because it has unlimited and good internet connection we can play properly on that device without lagging unlike if we using the wifi.

And about the bonus yes they have a bonus of $3 and my deposit is $30 and I did wagered the bonus very fast. I hope you understand I really tried my best to make my explanation easy to understand.

Thank you so much Petronela

Hi Petronela

My brother confirmed he did registered of this casino but he don't make a deposit yet. Or even play here. He is able to provide his documents if necessary. But I really don't know he has also account in casino360.

Thank you very much, willie34, for your reply. I have checked terms and conditions, and this is what I found https://casino360.bet/en/terms#multiaccounts:

"3. Multi Accounts

3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all the bets that have been placed in the duplicate Accounts, block bonuses and gifts and void withdrawal requests. In addition, any returns, winnings, or bonuses have been gained or accrued during the duplicate account lifecycle will be forfeited from you."

I assume that you haven't communicated a possibility of two accounts from the same IP address or device beforehand with the casino. Could you please confirm that your brother hasn't played yet? Thank you very much in advance.

Hi petronela

thank you so much for your response. Yes I can confirmed my brother didnt play in this casino he told me after he registered he never go back to sign in again. Just only registered

thank you

So sad i can’t imagine have a casino like this, my brother just only registered to this casino using the wifi which I using to played in this casino.. also his account is permanently locked

Thank you very much, willie34, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

Thank you so much Petronela, 2 days to go for my birthday and one of my wishes to have a good health always of all the staff of CASINO GURU.

Hello willie34.

Thank you for your nice wish and happy birthday.

Based on all that you wrote, I believe that your brother's account might be the problem. 

I would like to invite the casino representative into the case. Could you please check the evidence and tell us what the problem was?

Hi Matej

Thank you so much for your response. Yes I can provide all the necessary evidence and until now I don't have any access to that casino. And also the casino account of my brother is permanently locked. Please let me know if we require documentation and we are happy to provide

For now, we don't need the evidence. Let's wait for an answer from the casino representative.

Dear willie34,

In order to proceed, we will need to verify all linked accounts. We have sent another KYC verification request to your brother and will ensure they are reviewed promptly upon receipt.

I apologize for the delay in resolving this situation for you, however, our terms are clear and due to it, we need to ensure that we have all the information before our security team can make a decision on this matter.

Thank you in advance for your patience.

Kind Regards,

Casino360 Team

Willie34, please ask your brother to do a KYC verification and let us know when the KYC will complete.

Okay I will ask him now..thanks

Hi Matej

My brother told me his casino360 account is permanently locked also. But he told me he responded to the email they received and he attached documents, driver license and bank statement and passport. But until now he didn't receive a response from casino360

Hi Matej

Sorry for any confusing for my message above. My brother responded already to the email and he attached the requested documents.

Thanks

Thanks, Willie34.

It may take a while until the casino approves your brother's documents.

Hi Matej

I want confirmed all the documents they requested is all submitted. Until now I didn't receive any response but in the email mentioned they will response in a two business days but nothing..What ever happened about this case I want to say thank you so much casinoguru for always being there. I am not expecting the positive outcome for this issue..god bless casinoguru

So sad.

We would like to ask the Casino360 to reply to this complaint. We are extending the timer by 7 days. 

Can you please confirm that you have everything you need for verification of Willie34's brother?

Hi Matej

Yes my brother submitted all the documents requested but casino360 doesn't response yet. Happy Easter thanks for responding

All documents requested is submitted if they need more we can provide

the casino360 don’t want to pay my winnings I guess 😔

Hi Matej

My casino360 account is now activated and I did received an email to confirm that my account is now fully verified but my cashout requested is still pending. Thank you so much.

Thank you for the update. Let's wait until Willie34 confirms that he received the money, and then we will close the complaint. 

In case of any troubles write to us here.

Hi Matej

Until now nothing update from casino360,

They have a few more hours left to reply...😔

Hi Matej

Thanks for giving us a time to resolving this issue. I don't have idea what happen in the next 3 hours . The live chat of this casino is always telling me nothing update from their financial department. It's about one month since I did my withdrawal. My casino account is verified twice. But still nothing 😔

So sad..why they doing bad to the player.

Hi Matej

May I ask what should I do regarding this issue? I didn't receive any update from casino360. But my account is still active. Maybe the casino representative is only busy at this moment.

I would like to ask the casino representatives to confirm that there are no problems and that the withdrawal has been processed.

Dear Willie34, please give the casino some time - first withdrawals usually takes a bit longer.

Hi Matej

I did received an email confirmation about my withdrawal and it has already processed thank you so much casinoguru and thanks also to casino360.

Dear Willie34,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.