Mummys Gold Casino - Player has been accused of opening multiple accounts.

i created account with mummy Gold and started playing, suddenly when im playing it just logged out and locked my account with 370+ $, when i ask the customer support they told me i have another account, but i cant remember if i do, i asked them to cancel the old account so they cancle all my account in the casinos what they own (jackpot in a flash, ruby fortune, 7sultan , when i asked why the said that i request self exclusion, 4 days now nothing happened, my account still Locked, every time contacting the customer support the same answer, waiting for the i dont remember the team name who supposed reactivat my account.

Dear Muhannad,

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

Do I understand correctly that you have been accused of multi-account registering?

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past?

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

Hi

thanks for your concern about my complain, yah they told me that its multiple account and i told them maybe its me but any way they dont offer any free spin or free bonus on sign up, so i asked the customer service to close the old account but they close all my accounts in the casinos what they pelong to the group, then yesterday only after 10 or 12 days of waiting they told me when i contacted them that they 'll close my account and send the amount to my bank acount , so i sent my account details and im waiting.

by the way it happened before in spin casino but they solve the matter direct at live chat.

Hello Muhannad,

Have there been any developments since our last conversation, please? 

Hi

2 days ago the customer service told me that the withdraw request almos with the opration department,

and they 'll deduct the bonus .....,

today i contacted them the customer support agent told me he can't see any request in my account and he remind me about the self exclusion what they did by there self for all my accounts in the group, then he told me that he 'll keep not for update to the team and i should receive the Email 24/48 hours.

as i mentioned before the amount 380 less or more and after the bonus deduction its 170+, and this issue now more thatn 15 days. what im surprised about is a huge group like them how defecult to pay same of this amount and if they look back to the history of one of my accounts with diamond level they 'll notice that in one night my gambling amout reach 50.000+ $ it was in jack pot city casino, but they make issue for this 175 and teh closed all the accounts in the group.

BTW my banck account details upon there requst was sent by mail since 13/06.

Thanks and sorry for the long and late replays.

Thank you, Muhannad, for the update. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Hi

already sent by mail

Dear Muhannad,

Thank you very much for your reply. Unfortunately, I must inform you that casinos from this group do not wish to cooperate with us on resolving any complaints due to their strict GDPR rules. At this point, my only suggestion would be to contact their official ADR (Alternative Dispute Resolution) eCOGRA and use this thread as a reference.

Please let me know if you need any assistance in filing the official complaint. I wish I could be of more help. 

Thanks alot for alll the support, i really appreciate it all .

for sure i'll contct them, now its not about that ammount its about how many lies until today for 170$ .

thanks Again

Thank you very much, Muhannad, for confirming that an official complaint has been filed with the Licensing Authority. I’m truly sorry that we were unable to be of more help, but hopefully, your case will be resolved to your satisfaction soon. I will close this complaint as "Waiting for Regulator Decision" and ask you kindly to keep us informed about any further developments or outcome. Thank you in advance.