CryptoWild Casino - Player has been accused of opening multiple accounts.

Casino claimed I have multiple accounts and closed my account. I don't remember playing at cryptowild before, and when I asked what my prior email was, they shut down the chat. If I did play here before, it was an honest mistake, and I kindly ask for a refund. If they refuse, they should at least tell me the IPs associated with my two accounts, and my associated email address, so I do not make the same mistake again. They could have given me the benefit of the doubt here.

Dear Picard, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"8. USE OF PLAYER ACCOUNT

Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards, 

Kristina

Hello Kristina, thank you for kindly taking the time to open this case. There is no one else in my household that gambles, and only they know what IPs are logged. They shut down the chat before I could take any screenshots. Since I have no access to information, I would like the following:

-What other account is the "duplicate account" and when was the last login? (please keep the email private between us).

-What IPs are associated with the two accounts?

-When I made the deposit, it was credited, but the bonus was not applied. When I reached out to support, I was told that the bonus was not applied because it was a duplicate account. This was all in a span of about 3 minutes. Does that mean the account was already flagged? If so, why not disable it immediately or notify the player?

-I did not play with my deposit. The terms say that they can confiscate "Any returns, winnings or bonuses". They do not mention original deposit, so it should be refunded, right?

-Can CryptoWild kindly post the chat transcript for your review, with timestamps?

I look forward to your feedback Kristina, and if your opinion is that I am in the wrong, I will respectfully accept that. I'm just asking for evidence, for a fair review of the situation. Thank you!

Thank you very much for your reply, Picard. Do I understand correctly that you tried to play with a bonus, but it wasn't credited? Have you ever received any bonuses?

Would you be so kind as to advise if you passed the KYC verification? Also, could you please indicate for how long you have been using this account?

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. 

Hello again and thank you for the response

Regarding the Bonus: I did not receive the advertised 150% bonus. I was on the line with the customer service rep the entire time, making sure I understood the rules and terms correctly. When the bonus wasn't applied, I asked why, and that's when he told me I had duplicate accounts. He would not share any information with me and ended the chat. They did not respond to my email requesting additional information. I have never received any bonuses there, to my knowledge.

I searched for casinos that do not require KYC and CasinoWild came up. I did not submit KYC, nor did they ask. I made the account last week, but I did not make a deposit right away because I wanted to do research on if this casino was legitimate. I made my first deposit on Tuesday.

If I do have a duplicate account there, and they can show some proof of that, that would be appreciated. I do not want to sign up for any other casinos until I get to the bottom of this. Saying that I have the same nickname as another player is not sufficient.

Thank you Kristin; I appreciate your efforts

Thank you very much Picard for your cooperation so far. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Picard,

I have reviewed your case and understand the situation. I will contact the casino to see if I can help.

We would like to invite CryptoWild Casino to join the conversation and participate in the resolution of this complaint.

Hi Picard,

As I told you before on the other forum you complained on. I found the chat you had with the livechat agent and they informed you of your duplicate account which had the same name and nickname. It also shares the same browser and IP...beginning with vitamin....that new account was not eligible for bonuses due to all the bonuses you received on your other account. Your deposit is still sitting in your account for you to withdraw anytime.

Hello Cryptowild Casino,

Thank you for your response. Could I ask you to provide some evidence of the duplicate account to us? If you would prefer, you could forward it directly to my email: adam.m@casino.guru

Sure thing....headed to your inbox now...

Hello Picard,

I was provided relevant evidence by the casino that your web browser was indeed used with two different accounts. It may have happened unintentionally, but it did. I’m afraid I will not be able to help you with this. Casinos have very strict policies regarding multiple account cases.

The casino has also stated that your deposit is still in your account and available for you to withdraw.

Could you confirm if this is the case?

Hello, I haven't checked that email in a while, and Cryptowild is correct...I have played with them before. CryptoWild, please accept my apologies for the duplicate account, and I will amend my reviews to state that I did violate the terms (in the next few days, as I am out of town). I appreciate the response, and I appreciate you informing me that I can withdraw the funds.

Crypto Wild, I encourage you to review how you handle "bonus abusers". If this situation were handled just a little differently, I would have been singing your praises instead of "complaining". I like to patronize newer casinos, and this was a missed opportunity to gain a fan. A little goodwill can go a long way.

Kristina and Adam, THANK YOU for the service you provide our community. I doubt I would have received the information I asked for if not for your direct involvement. I am grateful. I put in a request for funds withdrawal, and I will let you know when it is processed.

Merry Christmas Kristina, Adam, and Cryptowild!

Deposit received, and I consider the issue closed. Thanks again Casino Guru! Best wishes in the new year

Hello Picard,

I am glad to hear you have received your deposit and we will now close this complaint as rejected.

Merry Christmas and a Happy New Year to you too.