Jackpot Capital Casino - Player has been accused of opening multiple accounts.

I created an account and won sent in my information to make withdraw. Talked to someone who said they got my information and had to wait 3 to 5 days. On the 4th day went to sign in and was not able to. Went to customer service and asked why. Was told I opened duplicate accounts and I need to play on this other account. Asked how i could play on this other account when I don't know the name or password. Then was told the email on this other account is the email I sent my documents from. Said the I only have one email then was told that's the email i used to sign up this other account on. Said i got a email saying I made multiple accounts when I have yet to get any. The only email I have gotten was one thanking me for playing at their casino. Then they said I used a different email to create a account after telling me that I used my only email to sign up because they kept saying that this other account was only associated with my email. I said she was lying she said not a lie but a mistake. How can you mistake different accounts being tied to one email. Said I could confirm by checking the email I sent my documents from and security also responded to my email also. Said the only email I sent any documents was from my email and stated that the documents also had my username on them. What can I do because I never signed up for more than one account. Was told multiple times I signed up this other account with my email. I have no idea about the other email. Still haven't gotten anything stating I made multiple accounts. I have the conversation printed out if you want to see it

Dear Joel, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s T&Cs and I found the term the casino is referring to:

"9. Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Jackpot Capital allows only ONE account per computer, household, IP address unless permission is granted otherwise by Jackpot Capital. Failure to establish individuality of an active account will result in closure of the account and forfeiture of the winning."

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

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

Looking forward to hearing from you.

Best regards, 

Kristina

Thank you for your reply, Joel. Could you please advise if you have accumulated your winnings with or without an active bonus?

I used a bonus code to start. I played through what I was required to do. I won $1200 on Keno and I played until i reached the playthrough amount as it went from $900 and dropped to $180 after i did their $300 play through. Then I played to the minimum $150 to cash out

Thank you very much Joel for your cooperation so far. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Okay thank you

Hello Joel,

I looked at your complaint and will do my best to help you. I would like to invite Jackpot Capital Casino into this conversation. Casino, can you please send me evidence that this player has multiple accounts? My email: viliam.v@casino.guru

Hello Joel,

We understand your frustration.

Our security team has found four accounts linked to your IP address with the same full name and physical address. Please note that we really care about our player's protection. Therefore we have closed all four accounts.

We regret to inform you that you are no longer allowed to hold an account with us.

Best regards,

Eli

My computer was hacked. As I told the lady in our conversation. And she kept insisting that I made an account imurgod under my email address and that they sent me emails to my address saying that I made multiple accounts when I have never gotten anything like that in my email. Then verification was brought up and I said I sent it twice from my email address she says yes the account imurgod was made. And that's when she realized that she was caught lying and said some other email address I have no idea who's it is as I have my one and only email address. I know the rules why would I jeopardize cashing out. I just think since I won it on a bonus code they don't want to pay me and made this multiple account thing up. As in their response it's gone from 2 accounts in the original conversation to 4. I'd like to know what these other 3 accounts are. As they can say anything they want. And why would I make more accounts using my same name and address. These people just don't want to pay me the money I won because it came from a bonus code. They probably thought I'd just go away with their lame excuse. I'm not I won that money. I have not made more than the one account I made. And they can make things up to look like I made those accounts. Because how hard would it be for them to falsify information? Because I'm sure that they don't get many bonus code winners and why would they want to give away free money to someone who didn't make a deposit

Dear Casino,

as I mentioned in my previous message, send me evidence, please.

How can you trust the so called evidence? They can be making it up. Because why wouldn't they send it when you first asked for it? I'm sure it's not hard for them to make it up and to make it look like I did it. They have my name and address and whatever else they need to do it. They just don't want to pay me. So what happens if they are in the wrong?

Dear Joel and Viliam,

We won't disclose any player/account information, we appeal to your understanding.

Unfortunately, here there is not much we can do as the decision was already made.

Best regards,

Eli

See I told you they made this up. They are just sore losers and don't want to pay someone who didn't make a deposit. If they were legit they'd back up their claim. But they've been caught in so many lies what else can they say or do but deny deny deny.

I apologize, but since we haven’t received evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. I've received evidence of multi-accounting so we are rejecting this case as unjustified.