Island Reels Casino - Player's winnings denied by casino.

I won 100 dollars are Island Reels and was denied my payout. This was from a bonus chip. Not only were they rude but very un cooperative and jerky. No multiple accounts or anything. Just claimed a bonus and they will not pay. ALl the casinos will take your money but they wont ever pay. Same thing with Sunrise Slots Casino. SLowest payers in the industry i heard. Pass it on.

Dear Guitarguy23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any other promotional offers from this casino in the past?

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

Alright well they said they flagged me for opening fake accounts. I did not know anything about it though I dont live alone and I doubt a 65 year old grandma is capable of fraud on a PC. I was plain informed they feel they dont have too pay. Were rude or whatever too me because I have deposited in other casinos and it was legit. This place was just making a deal out of something that was so easy. You pay out. LoL

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? Was your account previously verified? Have you redeemed any promotional offers in this casino in the past? 

When I learned you could gamble on line i was all for it. My elderly mom was playing and we both made deposits on different sites. I am pretty sure she didnt claim bonuses or anything like that(not computer savvy*). I was told by inclave like a week before I won this too only play with one account cause they noticed it, didnt ban me nothing just a friendly reminder, so now only I use my account online. With Island reels they said people with the same address had a account not bonus stuff or whatever but they looked into addresses and like denied me on that. How is that fair? If you could find bonus abuse or something though I do not believe that happened.

Are you aware of your mom having an account in this particular casino, please?

She is half way here put it that way. I am not sure if she was doing the gambling thing online as far as I know she would not know about how to do the coupon thing. Now if she signed up then I do not know. I doubt there was any transaction history going on. They might JUST and only be going by that the address came up twice with my mom's name. That is what I am thinking because I swear there is no coupon abuse!

Please understand that it is crucial to find out if your mom has also registered an account in this specific casino and if she redeemed the same free bonus. If she owns an account in the same casino, please try to find out which account was created first, hers or yours. Thank you in advance.

Shes old so she doesn't remember the sites specifically. I asked and she said she used her card with some of the Casinos when she couldn't just "play." I can't argue with her except tell her not too use the computer too gamble. Which I did already so it comes and goes with what you have. In all likelyness my account would had been created first. I caught wind of the whole you can't have two people from a household playing and I stopped all that in my house. Tell them too look at the records and see how long the other accounts have been dorment. Thanks for the help with this casino guru.

Thank you very much, Guitarguy23, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Guitarguy23,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Island Reels Casino to join the conversation.

Dear Island Reels Casino,

Can you please provide information on why were the player's winnings voided? If the information can't be shared publicly please send it to me at michal.k@casino.guru

Hello NewestTrends,

I hope this message finds you well. I understand that you're frustrated about the situation regarding your forfeited withdrawal due to the presence of multiple links to other players on your casino account. It's important to address such concerns, and I'm here to provide some clarity on the matter.

First and foremost, we want to acknowledge your disappointment and assure you that the casino takes matters like this seriously. The policy regarding multiple linked accounts is in place to ensure fair and responsible gaming for all players. This policy is designed to prevent fraudulent activities, such as bonus abuse, collusion, and other forms of duplicitous behaviors that can negatively impact the gaming experience for all parties involved.

While I understand that this situation may seem unfair from your perspective, it's essential to recognize that the casino has a responsibility to maintain a safe and transparent environment for all players. This involves carefully monitoring account activity and adhering to the terms and conditions outlined for the use of the platform.

We assure you that a thorough assessment of your account in detail was carried out, and hence we supplied the explanation of the specific reasons for the action taken.

Thank you for your understanding in advance and we sigh you the best in your future endeavors.

Best regards,

Island Reels Team

Thank you for your response, Island Reels Team.

Please forward supporting evidence to back up your claims to me at michal.k@casino.guru

Thank you for your explanation and provided evidence, Island Reels Team.

Dear NewestTrends,

We have received all the necessary information from the casino representative, and based on the evidence presented, we decided to close your complaint as unjustified since there is sufficient evidence of the creation of multiple accounts connected to your account. We consider the casino's actions to be in compliance with its terms and conditions, and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal

Casino Guru