Luxury Casino - The player's winnings were voided.

J’ai reçu un e-mail à partir de ce moment-là par des centaines d’e-mails qui peuvent envoyer le je déposé 15 $ 3 semaines après l’ouverture du compte et j’ai gagné 18 000 $ KYC était bon et là ils me disent que j’ai un autre compte impossible à payer abus de bonus mais sur l’autre compte je n’ai jamais déposé beaucoup d’argent quoi que ce soit récompenses de casino réputé pour gâcher Internet avec leurs bonus de bienvenue et ils m’ont envoyé un email pourquoi très bizarre

Hello MJPOWER,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Luxury Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you create your first account there and when was the last time you played on that account? Did you use bonuses on the first account too?

Looking forward to your answer.

Regards,

Nick

mon premier compte je l’ai creer le 16 novembre 2021 et je n’ai jamais deposer dedans meme que je ne me rappelle meme pas l’avoir fais Je n ai jamais jouer avec et le deuxieme compte (supposément) il a ete creer le 22 juillet 2022 et j’ai deposé de l’argent dedans pour la premiere le jour ou j’ai gagner serieusement c’est une ruse de faire ce qu’il font car tous les casino en ligne le disent quand tu ecris 2 fois ton numeros de cell ou 2 fois ton email les autre disent email deja utilisé serieusement c’est voler les pauvres gens c’est légal faire ce qu’il font envoyé une centaine d’email par année sur un un email different en plus y a matiere a refléchir il sont a 8.9 j’en re pas existe t’il un endroit ou je peux signaler ce délui puis-je m’adresse a mon gouvernement ou a leurs gouvernement des preuves j’en ai beaucoup meme un de ami a autant de spam que moi venant d’eux et il agisse avec le meme procede tu t’incris et si tu t’ai deja inscrit il ne disent rien il attentent que retire de $$ POUR LE DIRE SERIEUSEMENT C’EST DE L’ESCROCRIE

Could you please forward your communication with the casino to nikolas.b@casino.guru?

Que voulez vous dire

the casino does not have a specific email and when I go to the chat I talk to a roobot they also close the account where I won and they even changed the username of the account (2021) the one I I've never filed there and to be honest I find that you take a long time to answer me Nicholas if you have too many requests you can give me to another agent with a similar experience to yours I don't know if it's casino reward or the amount that scares you but please I will do what I have to do with my count and act the same way you too I have read a lot of articles and viewed several files on the internet and at the library and I know and I'm 100% sure the victory is on my side thank you for professionalism and understand the importance of my situation please

t's done I sent them an email I can see things coming they will answer me instead of communicating with you so here is their email info@crhelpdesk.com

Thank you MJPOWER for all the information. Now I would like to ask Luxury Casino to join us and help us resolve the player's issue.

D’accord

j avais oublier que cetais pas donner a tous le monde la vitesse desolé

Hi there

As the player already mentioned above, they have 3 accounts at Luxury Casino.

The second account claimed the sign up bonus on 16th November 2021.

The third account claimed the sign up bonus on 10th August 2022.

As per the terms they agreed to on creating all 3 accounts at Luxury Casino, as well as the accounts they have at other casinos in our group, a player may only open a single account at the casino:

https://www.luxurycasino.com/en/terms/

5. Player's Casino account

i.v. Players may only open and operate a single account. Where a Player is identified with more than one account we reserve the right to suspend these accounts and winnings associated with multiple accounts may be confiscated. The Player must also not have used sign up bonuses multiple times.

The player used 3 different email addresses to create these accounts. Some other identifying details were entered slightly or completely different across those accounts too. If the player is changing details that may trigger duplicate accounts in the system it's going to be almost impossible for an automated system to catch this.

As the player has already mentioned above that they broke this term, there's not much else for me to do here?

Hi MJPOWER

Please feel free to contact ecogra if you believe you have a case. We can provide them with all the evidence of the multiple accounts and multiple sign up bonus use across the 2 accounts mentioned above.

Thanks.

montrez-leur ici les preuves et pourquoi quand je me suis inscrit j’ai reçu un email complet de votre part sur mes autres emails sans vous les avoir donnés, vous avez 30 casinos c’est un peu difficile de faire la différence et une fois que le KYC est vérifié et approuvé vous êtes obligé de payer j’imagine que vous êtes au courant

Please open a case with ecogra.

Thanks.

Dear Luxury Casino,

Can you please forward a proof of the player having multiple accounts and using bonuses?

Hi Nick - you can see above the player has already admitted to having multiple accounts and multiple email addresses.

"my first account I created it on November 16, 2021 and I never deposited in it even though I don't even remember having done it I never played with it and the second account (supposedly) it was created on July 22, 2022 "

"show them here the proofs and why when i signed up i got a full email from you on my other emails"

I can also confirm that the same method was used to deposit on both accounts.

Due to internal policy we do not send screenshots of our backend of players accounts to third parties. As I have mentioned above, we can send this evidence to our ADR (and are bound by their decision) - eCogra. Please open a dispute there. The only reason a player would not open a dispute is if they know they have broken the terms. If the player has not broken the terms and goes to eCogra and they rule in the player's favour, we have to pay them. Nothing to lose if the terms have not been broken.

Cheers

thank you for agreeing to answer my 2 questions and even the one I asked you before, it is obvious that you are avoiding my questions. I ask Guru casino to pay particular attention to what has been answered by casino

Hi MJPOWER

You have made a complaint on a public website. If you would like your case settled fairly, you will need to contact and make a complaint through the appointed ADR. Online casinos have licences and regulations they must follow, and there is no escaping the ADR. Noone is trying to make you feel guilty here - make a complaint with the ADR so this case can be settled. Otherwise you're just wasting yours, mine and casino guru's time.

Thanks.

pourquoi ma plainte ne plainte ne fonctionerais pas ici c’est n’importe quoi je fais confiance a casino gourou mais pas a vous je me doutais bien que vous me diriez quelque chose comme ca pour eviter de me repondre et de me payer

I've given you an avenue that will have you paid within a few days if your story is correct, but it's up to you if you'd like to pursue it or not. As I said above, the only reason you wouldn't do that is if you in fact have done as I've said. There is no other reason for it.

Casino Guru - please respond. I won't be coming back here to reply until you have reviewed the above.

Dear MJPOWER,

Unfortunately in this case the casino is right. We believe that creating multiple account shouldn't lead instantly to block the player and void the balance but in this case where you claimed bonuses with multiple accounts, it is clear that you have breached the casino terms.

Please always be aware that almost all of the online casinos do the verification only after requesting a withdrawal so there is no possible way to find out if someone has multiple accounts before that.

In such cases our hands are tied as there was a clear violation of the rules by you. You can still try to contact the licensing authorities but it will have most likely the same outcome.

Is there anything else we can assist you with?

Sérieusement vous dites que j’ai violé les conditions et eux avec leurs courriels stupides envoyés partout ils ont même accepté KYC avant de dire que je n’étais pas éligible Je comprends mieux pk plaintes ne viennent à rien avec eux gourou de casino sérieux vous êtes très décevant casino récompenses cela peut-il être autorisé tout et inconditionnellement à mon avis vous êtes ensemble 8.9 sur 10 hahaha laissez-moi rire je ne pourrais jamais faire confiance à de fausses cotes que Dieu ait pitié de vous et qu’Il rende justice aux justes

MJPOWER why have you not gone to ecogra yet?

Dear MJPOWER,

Unfortunately can't recommend anything other than the casino. You can always contact the licensor in order to try to resolve the case - they can access information and files which we cannot. I'm really sorry that we were not able to help you out but based on all the fact received from you and the casino, the case will be closed as rejected.

Best regards,

Nick