The Brazilian player's bonuses were cancelled by the casino on the basis that he has two accounts, which he disputes. Player’s complaint has been resolved successfully.
Coins.Game Casino - Player's bonuses cancelled due to alleged multiple accounts.
Amount: ??
Coins.Game Casino
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
My bonuses were cancelled on the grounds that I have 2 accounts... they gave 48 hours to resolve the issue... are you going to give me 4 Lucky Wheels when the time is up? BECAUSE I DON'T HAVE 2 ACCOUNTS!!!!!
Automatic translation:
Public
Public
7 months ago
Dear drksux,
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? Was your account previously verified?
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
Public
Public
7 months ago
Translation
Hi... TD resolved, my restrictions have been removed.. it was just a misunderstanding or a quick check.
Thank you for your attention.
Automatic translation:
Public
Public
7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, drksux, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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