Lucky Tiger Casino - Player was accused of opening multiple accounts.

Esse cassino fraudulento eu consegui fazer a conta resgatei um bônus de 55 e consegui fazer o rolover e na hora de conseguir sacar ele simplesmente excluíram minha conta falando que eu tenho várias contas e da mesma família sendo que é mentira.talvel as pesoas façam varias sobrenome e colocaram o mesmo meu façam varias conta só pra conseguir o chip gratis mais eu não fiz devem fazer só pra conseguir o chip gratis agora eu não fiz varias conta eles não tem essa prova eu não fiz várias contas só tenho uma conta apenas no meu celular e ninguém da minha família tem as vezes por que tem meu sobrenome não quer dizer que é da minha família ele simplesmente excluíram minha conta porque eu consegui fazer o rolover ele não quer deixar eu sacar isso é injusto.Engracado que deixaram fazer a conta na hora que eu conseguir o impossível que foi fazer o rolover eles exclui minha conta.estao caçando problema onde não há

Dear katianadesouza,

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.

Could you once again confirm for me if there is any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Please understand that is technologically difficult to check for multiple accounts at the moment they are created and so this is usually done after a withdrawal is requested.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Olá eu nem cheguei a passar pela verificação nem mandei meus documentos.quando conseguir completar o rolover eles excluiram minha conta.E sobre a pergunta de ter do mesmo Ip eu não sai pois a cidade onde moro possa ter gente que se cadastro com a mesma cidade e endereço.mais posso garantir que só tenho uma conta no meu celular

katianadesouza,

Could you please forward the feedback from the casino to my email at tomas@casino.guru?

Dear katianadesouza,

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.

Não entendi muito bem sua pergunta

O que eu sei é que eles deixaram eu fazer a conta reivindicar o chip gratis quando completo o rolover eles exclui minha conta.isso tá errado

I apologize, let me try to rephrase my question:

Could you please send me emails, screenshots, or transcripts of any communication between you and the casino where you discuss the issue? Please send it to my email tomas@casino.guru anything that can help. Thank you in advance.

Infelizmente não tirei print.eles me acusaram sem provas

Do I understand correctly you won from a no-deposit bonus? Could you please advise if you deposited in the casino previously?

Exato.não depositei ganhei um bônus sem depósito quando completei rellover eles me excluiram

Thanks for your patience, katianadesouza.

I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear katianadesouza,

I am so sorry to hear about your problem regarding the accusation of multiple accounts. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Lucky Tiger Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Tiger Casino,

Could you please state why the player's accused of multiple accounts? Could you please provide us with the proof? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

Please be kindly advised that there are two accounts with Lucky Tiger, created under the same last name, physical address, and accessed from the same IP address. The proof has been submitted to the manager.

According to the casino Terms&Conditions, "only one Account for each household, IP address and computer or device is allowed." Therefore, the duplicated account has been closed.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino,

Thank you for your response and the evidence provided.

Have the players used any deposit/non-deposit bonuses?

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan,

Yes, a no deposit bonus had already been used at the primary account. So both accounts just used no deposit bonuses.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino,

Thank you for your response and the information provided.

Could you please provide us with the evidence regarding the no-deposit bonuses? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards

Stefan

Dear Stefan,

We have just provided the screenshots from our admin of the no deposit bonuses used at both accounts.

Please let us know if there is anything else we can do from our side.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino,

I have received your email and reviewed the provided documents, and to answer your question regarding the possibility of having a second account, our standpoint is as follows:

While it is normal for a casino to have a rule stating one account per household/IP address/player, we feel each case should be considered separately. If the player has multiple accounts and has used them to repeatedly gain bonuses they should only receive once, this is obviously a clear breach of the terms and an unfair advantage.

However, if there is no clear advantage gained by the player, it may not be fair to confiscate the player's winnings.

Is there any advantage that players might have gained? I can see that the players have used different bonuses.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Yes, the thing is that the customer won with the second No Deposit Bonus which makes it impossible to withdraw it. Only one free promo is available per player or household, so the winnings cannot be considered valid as it was the second free bonus used from another account, which is a breach of the terms and an unfair advantage indeed.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino,

We accept that the player should not receive winnings from the second bonus without a deposit between bonuses. However, we do not see the use of the same non-deposit bonuses between the two accounts, and therefore from our point of view, the players have not gained any advantage. Have both player accounts been verified?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Answering your question, the accounts have not been verified.

The casino allows only one account and only one No Deposit Bonus per player/household, no matter is it was the same bonus or not. The first and only valid bonus was played off, and the winnings were gained from the second one, used against the terms, so the player(s) did gain an unfair advantage. If it had been the first promo, the prize money would have been valid.

Please check the terms of the casino:

23.1. No-Deposit Welcome Bonuses are restricted to a maximum of one bonus per player, account, household, IP address, email address, or computer. Having a linked account within the casino will void the promotion and any winnings thereof.

We hope we made it clear now.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino,

Thank you for your response and the information provided.

Dear katianadesouza,

I am afraid the casino is in right here. I can only suggest you don't use multiple accounts on the same IP/device in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan