The player from Nepal and his brother, have been accused of opening duplicated accounts. The player’s account has been closed and unfortunately, there is nothing we can do to help because the player breached the T&Cs.
El Royale Casino - Players’ account has been closed.
Amount: $1,400
El Royale Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
ear sir or ma’am
Hello EL Royale casino teams
im have a create 2 account in EL Royale casino 1 for me 1 for my brother but casino teams is think 1 person used 2 account so which account im use:dilsaru20 blacked i already requests so many times i have balance close my brother account dibya1736 but no body help me if casino teams cannot help people also which account have balance they casino teams close what about our balance who will responsible in my account dilsaru20 have a balance around $1400 how can i get or reopen my account or transfer my brother account dibya1736 because team is not thinking about balance just close
that times worlds face big problems covid-19
safe everyone
thank you
Public
Public
3 years ago
Dear Dil,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"20. The Casino allows each Customer to create one account per person, household, IP-address, business address, or device. If the Customer opens another account with us, we will, at our sole discretion, remove the account we consider to be a duplicate account, and void the winnings."
Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. I’m very sorry but if the casino isn’t able to help, we won’t be able as well. If there is any additional information, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Kristina
Public
Public
3 years ago
Unfortunately, under these circumstances we are forced to close this complaint us unjustified. 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.
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