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they Close my account and I contacted the casino and they said I have multiple accounts and for me to withdraw my balance of $2500 I need to verify my identity associated on my account I submitted my identity and received a email saying that my account is closed and my deposit of 548$ was reverse deposit on my bank I have been with this casino since 2021 and this my first time withdrawing my winnings and told them I have active Investigation of my identity I have a detective who has been helping me to find out about my identity theft situation. They told me to give them a copy of my identity and they will withdraw my winnings instead after they receive my information they refund my deposit of 548$

Dear Jdflores,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I don’t have no family members I leave in apartment building with my little kids nd my wife doesn’t know how to play casino.

Never used bonus from casino..

I was involved on identity theft and a detective was helping me to get my information back to me. And I told them about my situation.

I had contact my account manager and I was told the account I had was temporarily suspended.

I was told to submit my identity for account verificatio of my account instead they told me to submit my identity for my balance withdrawal process

I have been with this casino from 2021 and didn’t have any issues but then out of knower my account is duplicate after I submitted my documents and after they seen my balance. I don’t have no intention to withdraw any of my balance because I want to keep them on my account

and play with them whenever I wanted to play

they told me to submit my identity and then they said for withdrawal porpoise not duplicate account.

Until now I have been asking to show me a copy of those they saying duplicate they have not show anything they keep saying sorry for misunderstanding I don’t know what they said that for but I totally understand and I am aware of the casino rule one account per person. Which is I did there is no point to duplicate my account because i used deposit my own money to play with the casino nothing else never contacted them about bonus or free chip I have my own money to play.

.that’s way I have always deposited 500$ so I can have fun not for them to have it and commit fraud and blame it to the player and keep those money for their own interests.

Just updated today the detective I have with told me they found my missing 2iphone and not the person who was sold it to the guy where they found my iPhone. The detective doing investigation with those 2 phone I hope they can find names or emails there to move forward my case.

Thank you very much, Jdflores, for the clarification.

• Can you confirm whether you've submitted all the required personal documents for identity verification?
• On what grounds was your account flagged as duplicated?

Yes I did all they ask to submit I give my bank statement my drivers license and passport. I don’t know on which grounds they told me after I did submitted what they ask for is i have duplicate account that’s all.. and I ask them if they can show me those duplicate they never say anything about those duplicate they told me the result is final no my account will never open

Thank you very much, Jdflores, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Oky thank you i appreciate your help.

Hello, Jdflores!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Okay

Oky

its been how many days and they haven’t give back my deposit they keep saying they have to review my accounts and randomly different agent response saying my account is permanently close and then other one says my deposit was reversed to my card on December my last transaction was November this year I don’t know who should i believe I called my bank every day about the deposit transaction I did and confirm to my bank my transactions after that my bank restricted my account and close all my line and the account I used to deposit was under investigation and I was told from my bank they advised me that any transactions from that prepaid account was not gonna go through and it will bounce back the transaction it was restricted international because of unauthorized transactions after I made my deposit to the casino

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.

oh oky is there any chance you could tell me where should I go or who should I contact to get money ?

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team