Lucky Tiger Casino - Player has been accused of opening multiple accounts.

I opened an account with Lucky Tiger Casino for the first time today and was doing very well. All of a sudden everything was shut down. Un-beknown to me there was another account in my name or at least under my email address that I've had for 15 years.. This was the first and only time I have had an account with this casino and as a matter of fact, I only started playing online this weekend for the first time in my life. When I was told the user account name it was under I realized it was my ex-husband. He used my email address and that is all I know about that account.

Terence is the support person I talked to and he told me everything I needed to send to their support account email to verify my identity which I did and I was also told that after they straightened things out, my account would be reactivated. So, ater I had submitted what was requested of me I got back on chat and spoke to Lisa whom I wanted to know if she could give me some sort of timeline of how long this would take and I could start playing again. She couldn't help me so, I asked to speak to Terence, the gentleman I spoke with previously. All Lisa would say was Terence was unavailable and my account would not be reactivated, but the fraudulent account would be and the account I had just opened with my winnings on it was just gone. They wouldn't honor my winnings which is in my opinion the reason why they won't close the account I didn't open and let me continue playing with the account I actually opened. I did not get a chance to talk to Terence or anyone else but Lisa. So, not only were they not going to let me keep my account just opened they wasted my time sending them all the documentation they asked me to send.

I told Lisa that if I was not going to be allowed to keep playing with what I just had on the account I just opened then I wanted both accounts shut down because I did not open that other account and she accommodated me. Why would I want to keep an account my ex fraudulently set up under my email address and have access to? I am very disappointed and actually stunned by the fact that a casino doesn't have in place better security and identification rules. If I had another account it should have been caught and straightened out before I began playing and before I had a substantial amount of money I had won and then refuse to honor either, but told me they would. Identification in my personal opinion should be the very first thing submitted before any account is opened and this is unacceptable. I have more screenshots that I can send if you would like.` I'm not sure what I've attached as I exceeded my limit.

Dear jlynnemason72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if your winnings were accumulated with or without an active bonus? Do I understand correctly that the same email address has been used to create the previous account but not your credentials?

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

I received an email from the manager and my account has been reactivated and the fraudulent account permanently closed. I'm very happily satisfied with how promptly this was addressed and resolved. I will most certainly do business with this casino again.

Thank you!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jlynnemason72, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru