AceAud Casino - Player's been accused of opening multiple accounts.

Hi i had made a deposit of $50 at aceaud.com and also added a bonus (1st deposit welcome bonus) i had done what was required and when I went to withdraw my winnings they told me I had multiple accounts which is not true I've attached the screenshot of the chat between me and the casino.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

1. I don't live with anyone so there is no way anyone is using the same IP address as me

2. slots only

3. I still have access to my account

Hello Azz86,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay thank you

Dear Azz86,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello there,

Thank you Azz86 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask AceAud Casino for their help in resolving this complaint. We would like to request that evidence of multiple accounts is provided. You can forward any information to my email. (peter.c@casino.guru)

Thank you!

ok thank you for helping. appreciate it

I really hope they sort it out.. it's been very stressful

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

To peter.c Guru casino.

thank you for putting in the time and effort into getting this money back for me. IV only heard good things about GURU CASINO in that yous go in hard to make things right . I seriously can't believe this has happened to me.. IV won money on plenty of other casino sites and this is the first time a casino didn't pay me my winnings. I don't live with anyone an I haven't for years so with ace casino saying lies about others using my IP address is complete rubbish.

I feel like I finally get a win. then this happens complete joke they know I done everything right by their rules got to the play through/rollover amount ect. try to withdraw to later find out this ace casino making up lies. I really hope Ace casino is not a scam site and Guru casino can help get my $3000 back off of them 🙏🙏🙏

please see attached screenshot of the IP addresses they claim that I am matched with to violate the terms and condition..... and. I've also attached a screenshot of the bonus terms and condition that I had claimed

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter