No Bonus Casino - Player’s requesting a full deposit refund.

Hi,

My account was closed at CasinoCasino (also L&L Europe casino) on a technicality (had an inactive account from years ago that I wasn't using) - they refunded my deposits instead of processing a larger withdrawal and blocked my account.

The same is true for NoBonus Casino - I deposited £765 despite having an old inactive - I would like this treated the same way.

It's the same technicality that they used to not pay me my larger withdrawal. If not treated in the same way, then they are just using technicalities to steal winnings.

I would like all my deposits for NoBonus casino refunded and the account blocked in the same way. 

I will be making a complaint to the British Gambling Commission unless my deposits are refunded. 

Dear nick909,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino guru?

Do I understand correctly that you have had an old account in this casino that has been closed for inactivity in the past? Have you opened another account later and deposited £765? How much is your active balance now?

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

Thanks - no communication was received, they simply closed my CasinoCasino account after I requested a withdrawal and instead refunded all deposits on Friday. I had to call them to find out why - they said I had an old open account (that I hadn't used for years).

The same is true for NoBonus Casino - opened a new account and deposited £765 despite having an old open account. They should do the same for NoBonus as they did for CasinoCasino as its the same technicality that they used to refuse my withdrawal and close my account. Sent in verification docs on Friday, no communication so far.

They have now locked my NoBonus account, but not refunded my deposits yet.

Correction - The same is true for NoBonus Casino - opened a new account and deposited £765 despite having an old blocked account. The old CasinoCasino account was blocked too, but now open again after submitting verification docs, but with a responsible gambling limit of 67 euro.

Dear nick909,

Could you please confirm that your old No Bonus Casino account has been closed simply due to inactivity and not because of a gambling problem?

In regard to your new account, how much were your deposits and the active balance at the time of the closure? Thank you.

It was a while ago - both accounts were opened at the same time and both were blocked at the same time, I'm not sure of the reason - it wasn't for a gambling problem, I think I did not submit any verification for either.

When I try to log into the old one it says "user is banned" - it said the same for both old accounts (although they have now re-opened my previous CasinoCasino one). When I try to log into my new NoBonus one it says "user is blocked". No communication from the casino, they still haven't replied - but I'd like the same technicality/rule applied for the NoBonus as they applied with CasinoCasino to refuse my withdrawal, as the exact same is true for NoBonus.

All my details are the same for both accounts - but I used a new email and my previous email is not active anymore.

Could you please advise how much were your deposits and the active balance in your new account?

£0 balance, with deposits of £765

But your other CasinoCasino account had winnings in it, correct?

"My account was closed at CasinoCasino (also L&L Europe casino) on a technicality (had an inactive account from years ago that I wasn't using) - they refunded my deposits instead of processing a larger withdrawal and blocked my account."

Yes - that's correct. Apparently, as I had a previous account, all my winnings and deposits were void for the new account.

But it would mean that the same principle can't be used in this case. If you have played and lost all your winnings I'm afraid it's too late for us to intervene. If your winnings were held by the casino on the ground that you have registered multiple accounts, we would try to help you, but we are powerless if the money has been played.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear nick909,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.