The player from Australia was incorrectly accused of having a duplicate account, which led to the cancellation of bonuses after he made a deposit. He questioned why the casino offered bonuses if they knew about the alleged issue. We asked him for more details about account access, possible shared IP/household use, and the games he played, but he did not respond to our messages or reminder. As a result, the complaint was closed for now because we could not investigate further without his input.
Slot Mafia Casino - Player faces issues with duplicate account claim.
Closed
Our verdict
Player stopped responding
Amount: A$200
Slot Mafia Casino
Safety Index 7.6 Above averageCase summary
Discussion
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3 weeks ago
I got told I have
a duplicate account which is wrong. They offered me bonuses then when I deposited tell me they do not work because I have a duplicate account why offer them to me.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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?
- Do you currently have access to your casino account, please?
- 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.?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Dear Dyls,
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.
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1 week ago
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,
Kristina
Casino.Guru
