Mr. O Casino - Player facing accusations multiaccounting.

I used a 75 free spin promo on Mr. O. I've had casinos screw me over before so now I'm very careful to follow rules. I could get into a lot of detail on this one but I'll start basic. Their rules allow up to 5 n.d.b.s before they cut you off. Ive used 3 to date. So I met the playthrough requirements on this one. Upon re questing the 50 which was the max redeemable under the rules at first they sent an email wanting me to validate my redeem request which I did. Then they sent an email saying my redemption was denied due to using a promocode multiple times. They also removed, (stole) all winnings from my account. This simply isn't true regarding the codeI did attempt to use a similar code earlier the same night which may have been essentially the same offer, but it was DENIED. So it was never used, never got any spins or anything from it. I can see that in my transaction history and explained that repeatedly to them. I reaches out to them via email multiple times asking them to tell me which promocode I redeemed twice, when I used it, how much I won, and they never were able to provide an answer for any of those questions. Furthermore on their chat an agent told me a reason I was denied was because according to their records I had managed to open 160 accounts from my ip address. I have only recently opened one(1) single account for mrO. I play on my cell phone. Nobody else uses it. So there is an issue with their tech or records to say the least. I sent multiple detailed emails giving them a chance to provide me one shred of evidence I broke any rules. They sent generic responses at first then stopped responding. I'm 1000% sure I didn't break any rules. I will enclose some screen shots and can forward emails if needed.

I appreciate any help I can get.

Thanks

Jason *****

Swillzilla

Dear Swillzilla,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accessed your casino account from home, using a single device, or from elsewhere as well?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the no deposit bonus? Have you made any deposits in the casino?
• Could you please share further communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I forwarded you the emails...

Only I use my cell phone which is the only device I game on. I can't recall if I got to the point of kyc verification. I was so busy trying to get a valid response from these guys I don't remember if it got that far. I did use a no deposit bonus but according to their rules I am allowed up to 5 of them without making a deposit. I was ready to make a verification deposit before they denied me based on my 160 supposed accounts. Don't even know where to imagine how they got a number like that

Thank you very much, Swillzilla, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi Swillzilla,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Mr. O Casino to the conversation to participate in the resolution of this complaint.

Hello Peter, hello Jason!

I'll give my best to explain the occurred situation in most convenient manner.

Based on the comment that our Payments team left, it seems that the player under the Username - Swillzilla, has used a Free Bonus coupon, which has already been utilized by one of the Multiple Similar accounts that our System managed to pick up from all the available data. Number of Similar Accounts we are looking at is over 50 on this occasion. This does not specifically mean that the Player himself has created multiple accounts mind you.

Per Terms and Conditions stated on Mr.O Casino's site, to which all customers agree to upon finalizing the Sign-Up procedure - "Only one free chip will be credited per individual, family, IP address, residential address, email address, credit card number, and computing device. This includes shared computers, such as those found in universities, fraternities, schools, public libraries, or workplaces." which relates to the following term - >

6. BONUSES AND OTHER PROMOTIONAL OFFERS

6.1. Overall Bonus and Promotion Rules

(a) Your identity as a player will be established through any possible combination of the following: Player name, mailing address, email, IP address, computer, telephone number, or any other required forms of identification. In cases where multiple participation is allowed, the Casino or its authorized representative retains the discretion to restrict the quantity of bonuses granted to any individual participant.

Due to these facts, our Payment team has decided not to go through with the Withdrawal requested by this account, thefore, it got declined, and winnings that originate from Bonus "75FRUITS" have been voided, unfortunately. 

 Let me know if I am able to provide any additional information/assistance on this case, and I'll be happy to. 

Best regards,

Mario

MrO Team

Doesn't it seem strange that your system thinks I opened 160 accounts? As I attempted to explain in my emails to Mr o, I opened 1 account and one only. I did so from my cellular phone. I am the only one who uses my phone. Nobody else in my house gambles or has ever played an online slot of any kind. I asked for some documentation of when I supposedly used the bonus multiple times and never got an answer. I asked for examples of the 159 other emails I supposedly used to open all these accounts and never got an answer. I would still like answers to these questions. I have other questions I would like answered. They are in the emails both parties have a copy of. What would be great is just a simple acknowledgement that a mistake was made on your end. These things happen, I get it. And to replace the 50$ I had taken under false accusations. I have spent a lot of time dealing with this and defending myself and would like it to come to a closing point. If I have to try and convince someone else I don't have the time or desire, or any possible motivation to open 160 Mr o accounts, well I truly hope I don't find out.

Jason

Owner of (one) 1 account,

Never redeemed duplicate code

Sole user of personal cell phone

Would like to see some proof of alleged violations

Hi all,

Thank you for your replies.

Dear Mr. O Casino team,

Could you please send supporting evidence to my email address (peter.m@casino.guru)?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Swillzilla,

Unfortunately, the casino stopped responding. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter