Casinochan - Player complains that she didn’t receive the First Deposit Bonus.

It was not made clear that you could not create an account from the same IP address/ device, for this reason I didn't receive the first deposit bonus of 1500 aud and 120 spins to either of the multiple accounts as you call it. I am not impressed about this and feel very strongly that at least one of the accounts is definitely entitled to the sign up bonus as that is your promotion but you have not delivered.

Dear Crystal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Before we’ll proceed with this case, could you please advise how long ago you have tried to redeem the First Deposit Bonus since 1ACasino is closed in our system?

Could you please forward the casino website link?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi there I was live chatting with them since late Friday night 12/02 and early morning saturday 13/02, they just kept saying they had nothing to offer me because I created multiple accounts, if I was clearly made aware that creating 2 accounts from the same device was not allowed I would have made my partner create his own account on his phone. And it's because of this reason why neither of the accounts were rewarded the welcoming bonus. Below I have attached the link for the site called casinochan2.

Look forward to hearing back from you.

https://www.casinochan2.com/en-AU

Thank you very much, Dayton09, for your reply. I have checked general bonus terms and conditions, and this is what I found https://www.casinochan2.com/en-AU/bonus-terms:

"All bonuses can only be received once per person, per household/IP, unless stated otherwise."

"Only one bonus can be claimed per household / IP address / computer. You can lose your bonuses/winnings if you fail to comply with this rule."

Please understand this is a common rule and if breached, there’s not much we can help you with. There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear Dayton09,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.