Mr. O Casino - Pelaajan kotiuttaminen viivästyy tilivaatimusten vuoksi.

I played through the required amount, did the kyc verification and they said I would get my withdrawal. I messaged back several hours later and they said there are multiple accounts associated with me. I have never used that casino before and don't have any other accounts they are lying!

Dear amberanderson276, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you deposit money using a payment method that is registered in your name?

Did you use a VPN?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards, 

Dominika

I suppose it is possible that someone else used my IP address, I have let several people use my Internet so it could have been anyone really. I don't use a VPN so that couldn't be it. That's the only information I have to give you right now. Thanks.

Dear amberanderson276, which bonus did you use?

Do I understand correctly that you do not have any communication with the casino regarding the multiple accounts?

Dear amberanderson276,

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.

Yes I have spoken with them and denied the multiple accounts. They have done nothing but basically call me a liar. Please help. Thank you very much.

Dear amberanderson276, please share the relevant communication with the casino. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Which bonus did you claim, please?

Dear amberanderson276,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.