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

Originally I had created 2 accounts because I had forgotten I even created the first one, however upon realizing this I sent the casino email to close the unused account . That was on Oct. 19 2022. Last Friday I won and requested payout and today was denied due to having more than one active account. And further freeplay has been restricted. This is an error on their side not mine. And even after submitting to them the email asking go close the other account which is time stamped and dated a month ago. They still took away not only my payout but also all access to the casino. Very bad customer service and horrible attitudes towards customers.

Dear mcarp972,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address, under the same credentials. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise if both accounts were active simultaneously? Do I understand correctly that your winnings were accumulated from a free (No Deposit) bonus?

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

Yes I had two accounts I opened the second one not remembering I even had the first one and but I've only ever logged in on the most recent one but I did email them a month ago to close this account because I I knew the rules and before it was just for fun I didn't know I could actually win money or that I would so I wanted to not break the rules and I and when I read the rules and understood them more clearly is when I emailed them and asked them to close it however they hadn't closed it as of yesterday still and I have the email from a month ago asking them to close it

Could you please forward any relevant communication to petronela.k@casino.guru? Please specify the exact date of opening your second account. Were your winnings accumulated from a free bonus purely?

Dear mcarp972,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.