Mr. O Casino - Player's winnings confiscated due to unproven multiple account claims.

After playing with the free welcome bonus and winning legitimately I asked for a withdraw and sent in my credentials. They responded by stating that I made several accounts and played the welcome bonus twice using the same ip address.

I did not make more than one account however and I wanted them to show me proof of their accusations however they did not comply and said that they wouldn't comply. And took my winnings and left me with a zero balance.

Dear terjzimm,

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?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

No one else gambles online in my household. I sent in my credentials however they didn't mention if I had passed. I will contact them now to find out where I stand . They took my win completely away and I have a zero balance.

I contacted the casino and I am pleased with the outcome. I really don't know about the extra accounts they said I had however i am still able to play at the casino and they verified me for withdraw and told me I have like 4 more no deposits to use before I needed to deposit. So I'll just try again. I'm very happy with that.

Do I understand correctly the casino's accusations were a misunderstanding, and your casino balance and account were restored? May we consider the issue resolved?

Dear terjzimm,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.