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Casino has blocked my account and won't pay me my money. They just emailed me that my account has been linked to another account and I should explain that. But I have no idea how that is possible. I don't know anyone who also has an account at the casino. I also explained that but there is no answer from the casino.

Casino hat mein Konto gesperrt und will mir mein Geld nicht zahlen. Sie haben mir nur eine Email geschickt, dass mein Konto mit einem anderen Konto verknüpft wurde und ich sollte das erklären. Aber ich habe keine Ahnung wie sowas möglich ist. Ich kenne niemanden, der auch ein Konto im Casino hat. Hab das auch erklärt aber es kommt keine Antwort vom Casino.

Dear Hanuman, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs (https://casino360.bet/en/terms) and I found this:

"3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device we must be informed by the respective Accounts’ holders in advance."

Is there any chance, that someone from your household or using the same IP address has created an account at this casino too? Could you please clarify whether you have accumulated your winnings with or without an active bonus?

Looking forward to hearing from you.

Best regards, 

Kristina

No, this is not possible. And yes, I played with the bonus.

Nein, das ist nicht möglich. Und ja, ich habe mit dem bonus gespielt.

Could you please advise if you had managed to pass the verification before the casino closed your account?

Yes, my account has been verified. I have received a confirmation by email.

Ja, mein Konto wurde verifiziert. ich habe eine Bestätigung per email erhalten.

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. Alternatively, you can post it here.

Sent you a couple of emails.

Habe Ihnen ein paar Emails geschickt.

Thank you very much Hanuman for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Hanuman,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino360 to the conversation to participate in the resolution of this complaint.

We would like to ask Casino360 to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Hanuman,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (http://www.gaming-curacao.com/) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter