Sixty6 Casino - Player's account is closed and withdrawal denied.

It is a shame if it was possible I do not know how they went from being one of my favorite sites to go to that. I went to every day and played since they opened to where I am at now, everything was fine. I’ve been playing for quite a while now and haven’t won enough to redeem anything then finally on 5 July I got a big win of $700 so I went to go and do the redemption process all of my verification steps all that was fine. I submitted my documents. Everything was great. My verification went through with out issue. I than submitted the 700 redemption request..in a couple days later I went to check on it cause I haven’t heard anything. I haven’t seen anything in my account nothing they than emailed me saying that I was suspected of having multiple accounts and they denied my claim completely took my account deleted it. I keep emailing them constantly asking for help about what happened. I don’t even know how I was linked to multiple accounts because that is incredibly impossible. I know the rules I’ve been playing for a while now I only have one email and yet they won’t tell me how they think I’m connected to multiple accounts. They won’t give me any information about it. I truly believe the way everything was handled. They just didn’t want to pay that money

I don’t know what to do at this point. I cannot get anyone to contact me from the sixty6 website .. I have emailed the support email .the only thing they ever email me back when they do email me..is always some short generic AI generated response…they never answer my questions or attempt to explain anything.. all I am saying is I know for a fact I have only ever had one account with sixty6 ..all the time I have been with them( since the opened) this is the very first time I even redeemed anything since being with them it was for 700..I just had this feeling in the pit of my stomach something would go wrong..this would be the biggest amount so far I’ve won at one time.. but since I’d never redeemed with them before I didn’t know what to expect then this suspected of multiple accounts which is impossible.. I only have one email address..and I don’t know any other way to set up a account with them.. but they won’t tell me y they suspect it, how they linked it to me, the email used, when it was opened? Was it ever even played on? Nothing they will NOT answer any questions..I’m sure there are people that do this but I haven’t I have told them I would send whatever documents they need to prove this but instead of getting someone the help look into this and help me figure out what is going on they cancel my redemption close my account and won’t respond to emails beside the occasional short generaic email that answers nothing I would not risk using them I feel it was all a big SCAM and they didn’t want to pay out that much winnings if it is a real place I don’t understand how to get them to look into this further because I haven’t done both wrong!! Is this the point I hire a Lawyer?? Idk what to do now!!! Below I touched a photo of the email they sent today finally telling me the email addresses that supposedly show I have multiple accounts because we use the same IP address and I’ve never ever seen these email addresses before so I don’t know what to do because I don’t understand how that proves that these are my accounts Just because we use the same Wi-Fi location

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do you know the owners of the email addresses the casino sent you in the email?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

Could you please advise if you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

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,

Veronika

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.

here is a screenshot of the last emails I got from the casino yesterday. They finally gave me 2 emails and said that they were used on the same IP address as mine … so they say there mine which makes no sense…my 2 step verification with went through no problem.. it wasn’t until I put in my very first redemption request for $700 that all of a sudden I’m being suspected of multiple accounts . I told them I’d send them more info to prove they’re not me if they would tell me what they need . I’ve asked them when did the two other accounts opened, how did they pay (I know they never used any of my payment methods), are they verified, have they ever redeemed, have they ever even played??? I don’t understand how this happened and the fact when this did happen I started researching what to do and seen this actually has happened to a lot of others from this casino just the same way. I’m 100 percent sure I haven’t done anything wrong, that’s the whole reason I’ve been pushing this so hard.. cause it isn’t right, I play like I’m supposed to , I’ve redeemed from other sites with no issue this is the first time I’ve had this problem . Now they have blocked me completely and won’t even read my emails or support chat inquiries. All I want is the 700 I won FAIRLY, I don’t want my account with them anymore, I won’t play there I’ll quit even with my reviews on them.. all I want is my winnings.

Sorry I didn’t see all the questions

no no one in my household would of made a account but if I’m out somewhere and connected to WiFi somewhere while playing.. idk about that. I don’t know the owners of the email address …no vpn, yes I passed the KYC verification.. I passed it first . It wasn’t until I put in my redemption for 700 that all this came up…and no I don’t think there was a active bonus involved THANK YOU so much for attempting to help.. I was in tears when all this happened and they canceled my redemption

Thank you for the information. The casino stated that the owners of these two emails used the same device as you to log into their casino accounts. What device are you using to access the casino? Is it a mobile phone, a laptop, or a computer? Is that device shared, or does it belong solely to you?

It’s a mobile phone but I know for a fact that no one that lives with me would log in to that on my phone that’s why I’m completely baffled and honestly a lil concerned by it all.. I know I don’t have more than one account there, I also know I’ve never seen those email addresses before. So I don’t understand how any of this is even possible my mind is a little blown. It’s just really really frustrating when I know 100% I didn’t do what they are saying I did , but I also don’t know how to go about proving it or explain. Especially to say that both emails used my device specifically..to sign into there account?? Have they said when the accounts were made, if they were verified, how they were funded? Or even if they were ever played on cause I know it wouldn’t have been any of my cards or cards related to me that were used .. I would of seen that.. I’m so sorry to be pressing this so hard I just don’t understand it I play at other sites and haven even redeemed with no problem..this is the first time..as long as I’ve been playing I’ve ever been accused of having multiple accounts

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello jessluvstalbert2233, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the issue. I'll do my best to help you resolve this issue as soon as possible, however I would like to set the expectations from the get-go: this casino has previously not engaged in any kind of communication with us, and I am quite sceptical they will change that in this case.

However, I’d still like to invite a representative of Sixty6 Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

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.

Dear jessluvstalbert2233,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence and it is not considered gambling by the American authorities, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej