The player from the United States was unable to withdraw winnings of $970 due to an account issue. After her original email had been hacked, she had been advised by customer service to create a new account. Upon doing so and playing through wagering rules, her winnings were voided due to allegations of multiple accounts. The casino's terms and conditions stated that each player was allowed to have one user account, and if a player had more than one account, all accounts could be closed and winnings voided. Despite the player's situation, these rules prevailed and we were unable to assist further.
Limitless Casino - Player's winnings were confiscated over the claim of multiple accounts.
Amount: $970
Limitless Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
My original email address was hacked and I could no longer access it. So I contact customer service chat and was told they would delete account and advised me to create one with my new address. I did so and they sent me free spins and I won like 8.00 and after playing through their waging rules I won 970.00 so I request payout and uploaded everything they ask on verification form. Next day I recieved email from banking and they said the winnings was void due to multiple accounts. I didn't have multiple accounts. I did what their customer service told me to do. I haven't accessed my original account since my Gmail was hacked. So there's .no activity since my new account was created. I feel they are be dishonest and riping people off just because the winnings was free spins and not a deposit
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10 months ago
Dear kimkoenig0,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Limitless Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do you have the chat transcript with the information you were allowed to create a second account? If you do, please forward it to veronika.l@casino.guru.
Has your original account been closed by customer support?
Could you please advise if your first account was verified? Did you take any bonuses when playing with that account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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10 months ago
No, I don't have the chat advising me to create new account. My original kki***nig@gmail.com email account was never verifed. I don't remember if I received a bonus. They sent me the bonus in my email.. it wasn't a bonus for opening the account. I have the emails from them saying that my payout was void and they closed ki***ig0@gmail.com. To use kki***nig@gmail.com.
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9 months ago
I'm sorry but the casino's Terms and Conditions clearly state the following:
Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player's accounts while all possible winnings and bonuses would be considered annulled and void.
Please understand that this rule has been breached. Even if you were advised by live chat to create a new account, the rules written in the Terms and Conditions prevail. I am sorry but in this case, we are unable to help you. Thank you for your understanding, do not hesitate to contact us if you run into any issues with this or any other casino in the future.
