Eternal Casino - Player's account has been closed without payout.

TOTAL SCAM CASINO

My brother plays here frequently and so he asked casino support member Paul if its okay if family members can play here as well and he also asked if deposit bonus codes were allowed and Paul said Yes this is not a problem. They banned me and won't payout the $1500 dollars I won! All my verification documents are legit and they dont even argue that. This is the last email I received from them 

Dear Rees,

 

Following a thorough review of your account, we have identified a strong similarity in gameplay patterns with another account, in addition to matching personal information across both accounts. These findings constitute a clear violation of our Terms of Service.

 

In light of this, we would like to provide you with the relevant sections of our Terms that have been transgressed:

 

(i) Collusion:

This refers to the coordinated efforts of two or more individuals to gain an unfair advantage over the software and other players. Collusion typically involves pooling funds to artificially boost the available bankroll, often through multiple bonus awards. The intention behind this tactic is to exploit the game engine, increasing the chances of triggering a significant win, such as a bonus round. Winnings from such coordinated play are often funneled to one participant, thereby diminishing the fairness and win potential for other players.

(ii) Syndication:

This refers to involvement in a group, club, or syndicate where players are provided with strategies specifically designed to exploit promotional offers and create scenarios with positive expected value. These practices undermine the integrity of our platform and are strictly prohibited.

 

Additionally, please be advised that your account has been permanently deactivated. 

 

Due to the reasons clearly outlined above, your winnings have been voided. However, your original deposit of $30 will be refunded.

 

Kindly provide us with your crypto wallet address so we can proceed with the refund.

 

Thank you for your understanding.

1. Obviously there is matching personal information, because my brother and I live at the same address which my brother specified to Paul beforehand and he still said that it is allowed for me to play here also. 

2. I don't see how I played using any Strategy to gain an advantage. I won the major RANDOM JACKPOT on Epic Holidy Party slot for $1800 dollars and that is how I was able to win. There is no strategy one can use to trigger a Random Jackpot so there just using that as an excuse to not payout. 

And now they are not responding at all. BEWARE of this sketchy Casino.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Eternal Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you saved your communication with support regarding the creation of multiple accounts in the same household? Would you be able to provide this communication?
• Have you confronted the casino with the fact that you asked about the possibility of creating a new account, despite your brother already having one?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please forward the original email you received from the casino so that the sender and recipient are identifiable? Forward the evidence to my email at tomas@casino.guru

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear reesgarcia103310,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru