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So I have a neighbor that likes to play slots as much as I do. And whenever one of us finds a cool casino or fun one we share with each other. We do not live in the same household. We live in different apartments. But when I tried to withdraw my winnings from eternal slots they denied it and then took all my winnings because supposably I used the same ip or physical address 2 times. I only made one account and I'm the only one in my household that has an account. When I tried to talk to support they refused to invistagate my problem and just said there is nothing they can do. This is so upsetting because I spent a lot of time on that website playing to get my winnings to only get them taken without any explanation. 

Dear 13mmoralesalan,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Do you and your neighbor live in the same apartment building but in different apartments?

Do you both share the same Wi-Fi network?

Have you and your neighbor used different, separate devices to access your respective casino accounts? Or has either of you ever used the other’s device?

Could you please specify the type of bonus you activated and won with? If possible, send me a link or a screenshot of the bonus along with its terms. Was it a deposit bonus or a free bonus?

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 13mmoralesalan,

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.

We’ve reopened this complaint at the request of 13mmoralesalan. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Yes we live in the same apartment complex but not the same apparent. We use our own separate wifi on our own separate phones. We never log in to our accounts on other devices. The bonus was I got 224 free spins on a certain game for 25 cents a spin. Depending on how much you make at the end your goal is to wager 40x the amount to be able to withdraw and claim your money.

Has your neighbor also won money using the same bonus as you?

No he said he did not win anything.

Thank you very much, 13mmoralesalan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you 13mmoralesalan for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Eternal Slots Casino for their help in resolving this complaint. We would like to know why was the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

13mmoralesalan, I was in contact with the casino representatives and was provided with evidence of at least 9 other accounts connected to yours. We strongly advise against such behaviour as casinos have many ways to check for this activity and it can lead so similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter