Limitless Casino - Player’s withdrawal is delayed due to account verification issues.

I made a clean deposit of $25no bonus added to it. I won a $100 and tried to cash out. They told me that I needed to verify my account before I could. I messaged them and told them I have don't that already and have cashed out in the past without any problems. They then told me that I had made another account and will have to verify it because it wasn't allowed. I then told them it was a mistake and if there wasn't a bonus claimed or any free spins then why can't they put it on the account that's been verified and pay out? They said it needs to be verified and the were closing both the accounts until they decided what one I could use. If I made another account it was completely on accident and would not have deposited if I known. If there wasn't any bonus claimed or free spins played then what's the harm? It was won from a deposit that I had made and did without any bonus attached. I wasn't told I had two accounts or had that I had to verify my account when I deposited and they allowed me to deposit? Now that it's time to payout they want to say that verification is needed? There was no bonus ever claimed or free spins played on this so called other account just my deposit. I've verified my account and have cashed out with them before and now they want me to verify this so called second account to get paid out when there's no reason to. I didn't claim a bonus, I didn't win from free spins there's no reason when using crypto that verification is required at all. Besides I already verified my account before and have cashed out in the past. Theres no reason that I would need to verify my account account again and have it take a month to get my money. I won fair and square and I would not have deposited if I would have known. They didn't make it know until after I deposited and won. If I would have lost nothing would be said I would continue to deposit on this so called wrong account until I won then it would be brought to my attention like it is now. The only problem there is is that I won.if I wouldn't have they would continue to let me deposit and play without a word being said that I was depositing into a second account.iys only because I won that there saying it now.

Dear Nurmle,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing with your account and withdrawal.

To help us better understand the situation and assist you effectively, I would like to clarify a few points:

• Could you confirm the exact dates when you made the deposit and the withdrawal request?
• When you were told that you had made another account, did the casino provide any specific details on how they identified the second account (such as IP address, payment method, etc.)?
• Can you provide any communication or evidence, such as screenshots or emails, showing that you were told no verification was required for your account before making your deposit?
• You’ve stated that no bonus or free spins were claimed on the second account. Could you confirm whether any bonus was attached to the initial deposit you made or any subsequent deposits?

Your cooperation is important for us to fully investigate the matter and resolve this issue. Without your input, we won't be able to proceed further.

If you have any relevant communication or evidence, 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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

I will answer your questions to the best of my ability. Im not sure of the date of my deposit or withdrawal request, I believe it was 12/30/24. I'm not positive because they have now suspended my account and can not get back into it to look. They also did not provide any info on the second account in fact when I first contacted live support they told me I needed to verify my email address with a email to pay support and also my Bitcoin address and my withdrawal would be approved. I don't have the screen shots from that conversation but I do have the email to support with me telling them my Bitcoin address and that I was told to verify my email address I will attach a copy of that photo. Also there was no bonus or anything of the sort attached to my deposit. The only thing I believe I did to my account was change my password. I don't understand why I would need to verify my account when Ive already done that process and there saying I have two accounts? I will send the screen shots of the emails thank you for your help it really is appreciated. 

One more thing too. If I have two accounts and they have also restricted my account so I can't log in then why are they sending me free spins?

Here's emails of my account restricted and also the pay out denial saying that they appreciate my CONTINUED BUSINESS even though it's my alleged second account and my first deposit and withdraw?

One more thing. I went back through my emails and found my reset password request where they gave me my user name that I use to login and a new password.

Thank you very much, Nurmle, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, Nurmle,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note if multiple accounts are supported with evidence, it means a breach of the casino's Terms and Conditions, and you will be simply obliged to pass the KYC again with the disputed casino account. It does not matter if you used any bonus(es) with any of those accounts or not.

Thank you for understanding.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Limitless Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/restricted? What is he supposed to do to withdraw the disputed funds?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

I don't think your understanding what I'm saying. Im pretty sure I didn't make another account I think that they made me another account when I reset my password. It makes no sense for me to make another account. The main reason for people making two accounts is to try to claim more bonuses and that's not the case with me. I didn't claim a bonus in fact there saying it's my first deposit and only transaction on my account when I have emails from the past welcoming me back and giving me promotions to play. I know that I have one account. I know that I haven't intentionally violated any terms and if I did it's because they have done something wrong and I'm the one being accused.ill send the screen shots from months ago with them giving me promotions and sending me emails to the only account I have.

Here's the emails and also if it was my only transaction on my account then why do I have the same amount of comp points on my account? I can't provide proof of that because I can't login to my account anymore but I had the same amount of comp points on my account that I've had since I made my account. If it's a second account and new then how do I still have the same amount of comp points?

All I did was reset my password and that's it.

Hi nurmled,

Hi Branislav,

Hope you are all well and safe,

Upon reviewing the player's account, we found that the player has more than one account at our Casino (three accounts). According to Casino rules, only one account is allowed per person.

https://limitlesscasino.com/terms-and-conditions

5.1. Opening a User Account

b. Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player's accounts while all possible winnings and bonuses would be considered annulled and void.

Upon further review, we found that the player already had a deposit account on which deposits and withdrawals were made previously. The standard procedure in such cases, where multiple deposit accounts are identified, is to close all deposit accounts and request account verification so that the banking department can conduct a thorough review.

Due to the violation of the multiple accounts policy, the account associated with the provided login information has been permanently closed. The deposit from this account can either be refunded or transferred to the second deposit account, which we will keep active.

Additionally, Bransilav, I have sent proof of the multiple accounts to your personal email.

For the player: Please follow the instructions provided by the banking department to verify the old deposit account that we have left active.

We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out to us.

Kind Regards

George M****

Casino Limitless Management

The only thing I did was reset my password and why would I need to verify my account if all your going to do is refund me my deposit? I have a idea close em all after you refund me my money I'll provide you my Bitcoin address the exact one the deposit came from and that should be enough to verify. After that you can close my account I don't care I'll never deposit or play there again after this is completely unnecessary and ridiculous. Your terms and conditions are only applied when it's in the casinos favor because if the case of multiple accounts is not allowed then why do you only catch it when it's time to pay and not when the player deposits? I could have deposited thousands of dollars lost and nothing would have been said. So no I will not verify anything except my Bitcoin address and I will not let this go until my deposit is refunded to it.

Thank you, George and Casino Limitless, for your response and explanation, and your email with the necessary details. Can you please check my last email regarding the matter and provide me with the additional information I asked for?

Dear Nurmle,

As for your question - online casinos are not obliged to verify players earlier than upon making a withdrawal or a withdrawal of a higher amount (depending on a particular casino), and they are able to detect multiple accounts only during the verification. Therefore, if you manage to create a duplicate account, you can play and lose, like any other player, legitimately. However, in case you win with such an account, the verification is obligatory anyway.

Unfortunately, the data says you created (at least) 2 accounts somehow, which is completely confirmed by the same personal details from these accounts. If I understand the data correctly, there were only 2 days between the registrations, so it is hard to believe you were not aware of it. This account (the disputed one) has not passed the KYC yet, and it is not enough to complete it by providing only your BTC address.

I asked the casino for more details outside the thread because it is not completely clear what exactly should be a reason to confiscate your winnings because it looks like you did not gain any unfair advantage by playing this way or did not abuse anything at the casino.

Anyway, I have a few more questions regarding your accounts, Nurmle.

Now it is clear you have at least 2 accounts at the casino. Do you have any idea what email you registered with when you registered the account from which you were previously able to withdraw your winnings? If so, what was the purpose of creating another account or why you created it?

Since the casino requires your full verification, and as was mentioned, it is not enough to only verify your payment method - are you please able to verify yourself as the owner of the first account? If so, we can proceed further and try to help you resolve the matter in cooperation with the casino. But, if not, and you insist on providing only your BTC address as the only thing for verification - I am sincerely sorry, but I will be forced to think about complaint closure/rejection. Under such circumstances, you will simply have to pass the KYC completely again and verify yourself.

Thank you for understanding. Looking forward to hearing from you.

Nope I don't understand because if the deposit is going back to the address it was sent from then that should be more then enough. The terms are bullshit because I could deposit as much money as I can on any account without being told that it's in violation of the terms but once it's time to pay out the they wanna bring up the terms that are violated but they'll let you violate them as long as you don't win. Besides that I didn't create any other account I changed my password and if they consider that or made accounts for that then it's there mistake not mine. I didn't create any accounts I changed my password and from their I don't know what happened. So if you wanna close this complaint then go ahead and close it I'll just have someone else look into and make sure that no one is ripped off from this casino again. It's funny how they'll still keep my winnings if I verify my account anyways so go ahead close it and I'll deal with it another way.

Hi Branislav,

Hope you are well and safe,

The additional information has been sent to your personal email address.

Should you have any further questions or concerns, please don’t hesitate to reach out to us.

Kind Regards

George Moore

Limitless Casino

Thank you both for your replies.

Dear George and Limitless Casino,

Thank you for your email and the additional details and clarification. I replied to your email a while ago.

However, we can wait for the user's response first, so we do not have to devote unnecessarily more time to it than needed if he refuses to cooperate.

Thank you.

Dear Nurmle,

I explained the situation to you in my previous post. It is clear that there are at least 2 accounts belonging to the same person (you) at Limitless Casino, which itself means a breach of the Terms and Conditions. There is nothing more to discuss. In addition, I edited my previous post. After reviewing the data from the casino, it looks like I overlooked or incorrectly checked the registration dates of the accounts. The accounts were opened approximately 2 days after each other. Therefore, it is hard to believe it was made by mistake.

As for your claims - I dare to disagree, it is not enough to only send payment method details. You have to verify yourself because the casino needs to be sure about the casino account ownership and that you are the owner of both accounts.

Since everything was explained above or in my previous post, and you know what to do, here is the question - again.

Are you please able and willing to pass the KYC as requested by the casino?

The terms are not bullshit. We are talking about industry-standard rules, and you accepted them upon registration(s). So, please note if you fail to cooperate and provide the casino with all the requested documents so they can verify your identity, I will be forced to close/reject the complaint.

Thank you for understanding. Looking forward to hearing from you.

Dear Nurmle,

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.

Dear Nurmle,

Alright, let's not drag this unnecessarily out. In the meantime, the casino representative provided me with additional details.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts. The provided data clearly shows you intentionally registered at least 2 accounts at Limitless Casino (even casino accounts' IDs/usernames are almost the same) and even used no-deposit bonuses on both accounts. Therefore, since you were not permitted to create another account and play with it at all, you are not eligible for the winnings obtained this way. However, the casino is able and willing to return your last deposit ($25.50), provided that you follow their instructions and complete the verification.

The casino acted in accordance with the terms and conditions you accepted upon registration(s) and within their standard internal processes, and we do not consider their procedure anything special or unusual. Once you change your mind and approach and decide to cooperate and follow the casino's instructions on how to proceed and pass the KYC/verification, feel free to contact us through a reopening request or via email (branislav.b@casino.guru). You can at least receive a refund of your deposit of $25.50 to your payment method or to a balance of a casino account that the casino will decide to leave open.

I am 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. However, please bear in mind we are not able to help players who knowingly/intentionally breach casinos' rules or provide us with incomplete and misleading information or do not cooperate in resolving their issues.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR if the casino states any in its Terms and Conditions.

Thank you very much, Limitless Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru