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

I made an account on 13.07.2021 at the time there were offers for a 30 risk free deposit. change when i lost 30 eur i have contacted them since 30 refund they have said that i opened 2 or register the same ip but i have never played at this casino or opened an account only once

Dear Rawia,

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?

If there’s any relevant communication, please forward it 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

Thank you very much, Rawia, 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 Rawia,

I have reviewed your case and will contact the casino to see if I can help.

I would like to ask Hulaspin Casino to join the conversation and to participate in the resolution of this complaint. Hulaspin, could you please forward any supporting evidence of the multiple accounts to my email (adam.m@casino.guru).

We would like to ask Hulaspin 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 Rawia,

I tried to contact the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from them.

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 (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if you need assistance with filling in the form and how they replied (adam.m@casino.guru). I wish I could be of more help.

Best regards,

Adam