Chill4reel Casino - Player’s account has been closed unexpectedly.

I registered. I was given a no‑deposit bonus of 75 freespins. I wagered according to the rules and didn’t break any of them. And I won — my winnings amounted to more than 800 USDT, and I received 100 USDT. I submitted the documents. I contacted the support service via email; they said that to complete the verification, I just need to make a deposit of 20 USDT and start spinning. I made a deposit of 21 USDT and wagered 3 times, and my winnings were more than 100 USDT.

And I wanted to withdraw the winnings and submitted an application for withdrawal, they refused me a couple of times without explaining the reason.

And I was able to contact the operator, I asked the reason for the refusal, she said it was necessary to transfer the documents of the place of residence.

I have sent the documents

They blocked my account without warningI still haven't been able to get in touch with him. I’ve written numerous emails, but he isn’t replying. I’m going to file a complaint everywhere.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the emails between you and the casino's customer support regarding the verification requests and the closure of your account? My email address is veronika.f@casino.guru.
• Did you fill out your casino profile completely and truthfully before requesting a withdrawal of your winnings?
• Does the personal information in your casino account match the information stated on your identity documents?
• Which documents did you send to the casino for the KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I would like to clarify: I received an email offering 75 free spins and bonuses without making a deposit. I used the bonuses and wagered them in accordance with the rules — without any increased bets, at $1 per spin. The total amount of my spins was more than 800 USDT. I was credited 100 USDT for wagering. I uploaded the documents and contacted the employee via email — the verification was successful. In response, I was told: "Yes, all that remains is to make a deposit and place a bet."

I made a deposit of 21 USDT and placed more than three bets since making the deposit.

I wanted to withdraw my winnings and submitted a withdrawal request for 120 USD, but I was denied. I thought that perhaps it was possible to withdraw the winnings received in the form of bonuses, and I submitted withdrawal requests several times. I couldn’t contact customer support and sent emails several times, but I didn’t receive a response. Yesterday, I managed to contact an employee via the online chat and find out the reasons for the account block. I was told that they don’t know what the issue is. I sent a request, waited for a reply, and on the 31st I received a response in which, after submitting a request to withdraw winnings, our employee checked and found a duplicate. In such a case, they should block the first withdrawal request. I had it cancelled three times. I don’t have a duplicate account. We’re just playing as families. They should have waited when I registered. And they gave me a bonus promo code. I asked how to get the bonus, then they asked for documents. I uploaded the documents, and then I received the bonus. I think that after that I completed the verification, but in this case I didn’t get the bonus. I didn’t think such a situation could arise. Then I took all the chats and screenshots, and there were more than 150 USDT left on the balance.

Thank you for your replies.

• Is there any chance that someone from your household or someone using the same IP address as you also created an account at this casino?
• Could you please clarify what you meant by saying that you are "playing as families"?
• Have you used any shared devices or a shared internet connection while playing at this casino?
• Have you ever lent your device to a family member or a friend so that they could log into their own account at Chill4reel Casino?

Yes, it's possible because we only have one working computer, but no one remembers about it. I didn't create another account myself.When I won back the bonus, I immediately started uploading documents, First I uploaded the documents to my computer, there was no camera on my computer, so I took selfies on my smartphone, an error occurred. I wrote an email to the support service and asked about it; they replied that to fix the error, the documents needed to be uploaded to one device. I did so, and then contacted customer support again to see if everything was OK. 

They said that all you have to do is make a minimum deposit and then play using the deposited amount — for example, $20 to play with $60. They didn't mention anything about account duplication. Other casinos immediately warn you about account duplication as soon as you upload the documents. Many casinos, when you try to withdraw winnings from a no deposit bonus, find some reason not to pay out winnings ‑ the operators are deceiving each other. Therefore, I will try to go through verification first and then make a deposit. I trusted this casino.

Sorry, the translator didn't fully translate my words.

Dear Ernazar19,

Thank you for your reply and for clarifying the situation.

Unfortunately, based on the information you have provided, we are unable to proceed further with this complaint.

You confirmed that several people may use the same computer to access the casino. When multiple casino accounts are accessed from the same device, it can be very difficult to reliably determine whether the accounts were genuinely created and operated independently by different people or whether they were operated by the same person.

This is particularly important when bonuses are involved, as casinos generally need to be able to prevent one person from creating or using multiple accounts in order to obtain promotional benefits more than once.

We understand your position that you personally did not create another account. However, given that the same device was shared between multiple people, we do not have sufficient grounds to dispute the casino's duplicate-account finding.

For these reasons, we are unable to rule in your favor in this case, and the complaint will therefore be rejected.

We are sorry that we could not be of more help on this occasion.

Best regards,

Veronika