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I signed up and won on their no deposit bonus. I had to go abc get a new ID because mind was expired. So as soon as I got it, I uploaded it as well some IRS forms i got in the mail as a address verification. It said "success"... so then I do my withdrawl to bit coin and I get an email stating I had multiple bonuses or accounts and they denied my withdrawl. I look at my account and see I made several bonus claims however only 1 was approved because I hadn't verified my email yet so I only had the one bonus. So i tell them that and that I don't have Multiple accounts as I just started gambling online. Then they respond stating there's multiple accounts under same ip/physical address. I live alone in a multi unit building with community shared wifi. I told several neighbors how I'd won and so they probally signed up as well. I know one guy did cuz i helped him sign up. I live in a shared 4-plex building with shared wifi- however its a seperate unit, seperate household. I took a pic and sent him a copy of my mn dept of revenue letter stating UNIT 1

And his response was absolutely nothing. He ignored it and closed the chat. I screen shotted it and will upload them.

. I feel it's unfair to deny my winnings because I have a matching address or ip address with my neighbors... had I known this would have happened I would have waited to tell them about my casino winnings til after I got the payout. Please help.

Dear Lgordon80,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you ever deposited into the casino?

Have your neighbors used the same no-deposit bonus as well?

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

Best regards

Veronika

Dear Lgordon80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry I must have missed the first post. I had not deposited but was willing to if needed to make my withdrawl. I am sure my one neighbor used the bonus as I showed him that you got a free chip for signing up. Im unaware if any other neighbors actually signed up although i told several about their site and how i won. I only claimed one bonus myself.

Could you please specify if your verification was successful?

Could you confirm that you were the first person in your building who registered in this casino and claimed the bonus?

So, I just checked and I made my account 5/16 and redeemed a 77$ no deposit bonus. On 5/17 at 4am I had played back required amount to do a withdrael however i waited until i had my new ID to attempt that. On 6/13 i got my paperwork in order and new ID so i attempted to withdrawl. It said approved. Then it turned around and denied me for same address..

So yesterday i saw my neighbor and checked his account and mine was DEFINITLY made first. His want made until MAY tewnty-something. Whish was a few days after me. He did use same bonus as i did because it was the best offer we found online. Altough he didn't try to withdraw anything as he didn't win.

And yes my address verification and ID were successful.

I will take a pic of his history when I see him again to show.

I haven't seen my neighbor again... I'm wondering if he on vacation or even possibly moved??

Thank you very much, Lgordon80, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thank you for your assistance with this matter and ur time. Hopefully it will all work out good.

Hello, Lgordon80,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Eternal Slots Casino team,

Could you please explain the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

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 Lgordon80,

I received the following updates from the casino:

• The winnings will be reimbursed back to the account as soon as the document verification is completed
• And another one later - that the winnings were reimbursed back to the account

Can you please confirm the above points or provide me with an update? Has your issue already been resolved so I can consider the matter closed

Is there anything else I can help you with?

Yes they have returned the money. So now I will try and withdraw again. Thank you soooooo much for your help with this. I couldn't have done it without you 🙂 I'll let you know if I have any further problems. Thanx again 🙂

Thank you for the update, Lgordon80. Great news! I am glad it is on the right track!

I would like to wait until your confirmation about a successful withdrawal or an update.

Please let me know once the payment comes to you, and I will close the case.

Yes. I received $100. Originally I swore it had a max payout for $180... but now it says it's for $100. Either way I'm happy with the end result. Thanks again. You can close the case 🙂

What great news, Lgordon80!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Just one more note - in the future, I strongly recommend you (at any online casino) beware that it is strictly prohibited to use more than one account from the same location/IP/household/device/etc. (usually stated in detail in casinos' Terms and Conditions), and in case bonuses are used on such linked accounts, it means abuse, which online casinos do not tolerate. Although the accounts may be operated by 2 different individuals, the casino can only review the data in their internal system, which, under certain circumstances, indicates multiple accounts, and understandably, they also have to protect themselves against abusers. So, if there are several/many matches in the data between 2 or more casino accounts, they are not able to distinguish if it is about multiple accounts or not. Alternatively, the best would be not to use any bonuses.

Although only outside the complaint, thanks also to the Eternal Slots Casino Team, for their help and cooperation.

Best regards,

Branislav, Casino.guru