HappiStar Casino - Player has been accused of opening multiple accounts.

On account I deposit 1320 on 7 apr and played 5 days continuously and I win 40000 on 13 Apr my winning forfeit..I was busy in my work I opened my account on 16 Apr and I can see my winnings are forfeited..then I talked with castomar care they said multiple account... through I have opened my account first time in my life they are linking my account with some unknown username after many chat seeing my docoment they have verified my account but forfeited my account.. clear with a excuse they have forfeit my money...please help me

Dear Rekha,

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? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it, along with the confirmation of successful account verification, to petronela.k@casino.guru.

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

Neither anyone open any other account not I use any bonus ..I completely played with my deposit blance and continuously I played for 5 days and won 40000

check complete transaction history gameplay history profile verification all documents I am uploading

Thank you very much, Rekha, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Rekha,

I have reviewed your case and I am sorry to hear about the troubles you are having. I will contact the casino to see if I can help.

We would like to invite HappiStar Casino to join the conversation.

Dear HappiStar Casino,

The player has been accused of opening multiple accounts, could you please forward any relevant evidence of this to my email address, adam.m@casino.guru?

Hello Rekha,

I have received evidence from the casino today, I will extend the timer while this is being reviewed.

Kind regards,

Adam

After completion they blocked my account

Hello Rekha,

The evidence received from the casino was inconclusive and so I have requested further information.

I will extend the timer while we await a response.

Hello Rekha,

The casino has apologized for the delays and requested more time to look into this, so I will extend the timer one more time.

Kind regards,

Adam

We would like to ask Happistar 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Rekha,

The evidence supplied by the casino was inconclusive, and more information was requested to clarify the situation regarding multiple accounts.

As the casino has not responded further, this complaint will now be closed as 'unresolved'.

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 Curacao E-Gaming (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. Please let me know how they respond (adam.m@casino.guru).

I wish I could have been of more help.

Best regards,

Adam