Sweep Las Vegas Casino - Player's withdrawal is refused due to alleged multiple accounts.

I tried to withdraw my winnings on this sites and thet responded with they won't pay me because I have multiple accounts open. I was able to make purchases with no problem with multiple accounts even though I didn't have multiple accounts. I think that if I can't cash out then I shouldn't be to make purchases either. This place scammed me out of my money. I hope you can help me find some resolution to this. I will take my winnings or a refund for the money I spent with them. Attached are the email they sent me, the login page error I get now, and multiple screenshots showing money spend which I have more of. Please let me know I you can't help me with this.

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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 I understand correctly that you are not aware of creating more than one account at this casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I am not aware of creating another account and I believe I did not. It is possible someone else is playing in my household and am not sure of that. I did verify before I lost access and have made several purchases as well. My winnings were not accumulated during a bonus they were accumulated from a purchase I made. Anymore questions feel free to ask. Thanks.

Thank you very much for your reply, Mikeoka. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Mikeoka,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Really? This is the next step in the process? To set me up with someone who is out of the office or on vacation. I have been patient and it's become clear that you guys really are not capable of doing anything for me so I won't get my hopes up. Thanks for making sure you no contact to the casino happened on your end and probably won't. If I can give a review on your service I will.

Hello Mikeoka, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Sweep Las Vegas Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the withdrawals, multiple accounts claim and clarify the situation? 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 matej.l@casino.guru.

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 Mikeoka,

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, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej