The player from Mexico has been accused of opening multiple accounts. The complaint was closed as unresolved as the casino did not respond to us at all.
Casino360 - Player has been accused of opening multiple accounts.
Black points: 117
Amount: €1,068
Casino360
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
I played in casino with my welcome bonus and was lucky to win. After I verified my account and was waiting for my money but casino sent me an email that my account has been flagged as linked to another account and I have to explain it. I told the casino that I have no information about it but they blocked my account anyway and don't want to pay. Help me please to find out what happened.
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3 years ago
Dear Faran,
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?
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
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3 years ago
No, I don't think it is possible. I sent you my communication with casino.
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3 years ago
Thank you very much, Faran, 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.
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3 years ago
Hello Faron,
I'm Nick and I'll be assisting you from now on in your case. Now I would like to ask Casino360 to join us and help us resolve the player's issue.
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3 years ago
Unfortunately, we haven' reaceive any respond from the casino yet. Please note that if we won't get any answer within the next 7 days, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.
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3 years ago
Dear Faran,
Unfortunately, as you can see, we still haven't receive any respond from the casino. Based on that we will be now forced to close the complaint as unresolved. I'm really sorry that we could not help you out more but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any oher trouble in the future, we will gladly try to help.
Best regards,
Nick
Casino.guru
