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

I used the sign on bonus and won and they have a cashout limit of $50 dollars. I sent in the required documents for verification. Their response was that I had multiple accounts and they confiscated the winnings. It turns out that a girlfriend I had living with me had an account with them and had used my address when she created the account. She hadnt lived with me for almost 2 months when I created my account. She has her own residence and can supply any documentation needed to prove that and likewise I have all supporting documents to prove the mortgage and all utilities for my home are in my name only. They refused to even hear me out and they just continually posted the clip from terms and conditions. So if that terms and conditions is set in stone and they wont look at individual situations that do come up like this that means if anyone uses an address to create an account even if they pass away or move no one else that ever occupies that address for eternity will not be able to open an account with this casino. I feel that they are just looking for ways out of paying players. Situations arise that require common cents and better judgment. The way I was dealt with was worse than the situation and outcome. I was told to take up my concerns with the pitboss. Conveniently they are the only team that you cant reach by phone or chat even. You have to email them and then you just get generic templates repeating themselves over and over . I dont even think they read my emails. I feel that this alone shows how they deal with any concerns from their players and dont recommend placing any wagers with this company that expect to see an actual payout. They claim to use all resources to resolve all complaints to a customers satisfaction. I personally dont feel that was done in my case at all. I offered them proof I alone occupy my residence and in fact my ex girlfiend can verify her address and proof she has lived there for over a month and at the time I created my account I lived at the address alone. The terms clearly state each player is allowed to have one user account. I clearly have one account and the other account in debate infact belongs to a different person who resides at a different address and didnt live with me when my account was created. This situation has left me with ill feelings towards this casino and I wanted to take the time to educate everyone before they are taken advantage of and treated unfairly.

Thanks

Dear mgeorgewy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your friend share any of the following: household or email address, telephone number, same payment account number, IP, or device?

I have checked the general terms and conditions, and this is what I found (here):

"General Bonus and Promotion Rules

...

All promotions are limited to one per player, family, IP address, address, credit card number and computer and shared computer (ie university, fraternity, school, public library or workplace) unless otherwise agreed in advance with the casino."

Could you please advise if your winnings were accumulated from a Deposit bonus or from a free one? Was your account successfully verified 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

The winnings were from a no deposit bonus. At the time I opened my account my friend and I did not share any of the listed addresses. She had lived at my address a month or to two prior to me opening my account but she has her own address and can verify she had it at the time I opened my account. Trying to work with the Limitles pitboss crew has been like talking to a wall. They just continually copy and paste the same section you addressed. They won’t even listen to what I’m saying. If in fact that section is so black and white that means that since my friend used this address to open her account and has moved that anyone that is to occupy this address at anytime in the future will not be able to open an account with them forever. Every address in the world is only available to the first person to in fact use it and after that it is locked in for eternity. I also would like to add that there has never been any verification process done on either account for proof of residency. If this were performed that would show at minimum my friends account needs an address update or is invalid because non of the utilities not the mortgage have her name listed. Everything is in fact in my name solely. My friend has made multiple attempts to update her address with them in which they replied address verification is only done if there is a withdrawal to be made. They conveniently are not willing to change her address unless she deposits money and has winnings to withdraw. Anyone then could just open random accounts using peoples addresses and tying them up for eternity also. That is ludicrous.

My friend and I do not share any of the following: household or email address, telephone number, same payment account number, IP, or device? She had used my address when she lived her but has moved and hasn’t lived her for some time. She has her own address she can prove and had the address when I created my account. She had not lived her for awhile when I created my account. If in fact this rule is so black and white it will really effect the amount of new customers the casino can accept if all addresses are only good for the first person to use it and then can’t be used ever again by anyone. Do you know how ridiculous that sounds? If the casino would actually hear me out or take the time to let me prove what I’m saying I would appreciate it. They won’t deal with me and it’s difficult to talk with anyone I just very vague emails. It’s more than evident that any concern on my end falls on deaf ears l. They obviously have enough customers they aren’t concerned in any customer retention or doing the right thing.

I understand your point of view, mgeorgewy. It is a bit different as your winnings were accumulated from a free bonus only. Since you knew that your friend used to have an account in the same casino, it would be ideal if you contacted the casino before redeeming any promotional offers. I strongly recommend it for future references before start playing in any other online casino. If you deposited funds and your winnings were confiscated, it would be a different story. However, it is very tricky with free bonuses. Please make sure you have the casino's approval to activate any free bonus using the same household address as has been used previously, and ideally, have your account verified.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I did contact the Casino ahead of time and let them know that about the Address situation and the only people I could talk to were the people in the live chat. They told me you’re not allowed to talk to the pit bosses and it’ll be up to them when it gets to them. You’re making assumptions without even asking questions. My friend that had the address with me never claimed any bonuses never made any deposits never verified her account ever with them. I was going to verify my account but was told i can’t until i have winnings see below.

I also was told you can’t verify your account without having any winnings. So what you are purposing isn’t possible at Limitless Casino . They are Llimited in what they allow us as players to do to be proactive to avoid these situations. I agree with you it’s a great idea but it’s not possible with them.

it even states in their terms and conditions that if approved ahead of time exceptions can be made. You can’t get it approved ahead of time that’s just it. All you get is live support chat and the people in the live chat tell you you cannot speak with pit boss. Its ultimately up to them so there’s no way to get anything approved. They won’t let you talk to them and there’s no phone number and then you want to get your account verified and unless you have some winnings which in my case I would have had to claim the bonus you can’t do that either.

Thank you very much, mgeorgewy, for providing all the necessary information. I understand better now. I will now transfer your complaint to my colleague Matej (matej@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 mgeorgewy.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please tell me more details about the case? Was the same address the only reason for not paying the winnings?

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. 

I can only recommend you choose casinos by their reviews and ratings (and license in this case) in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Matej