Prosper Ultimate Casino - Player's account was blocked.

Hi,

I deposited 20$ in this casino.

Now my balance was around 23$ after playing some games.

Suddenly one day this casino blocked my account saying multiple accounts.

I was astonished to see this because this is a new casino and why will I make multiple accounts?

I have only one genuine account and I am ready to complete my kyc too. If I have multiple accounts with the same name how am I able to complete kyc of all the accounts?

And one more thing, people with same name do exist. This is not something new.

If this caisno doesn't want to reopen my account or they don't want me to complete kyc then please ask then to refund my deposit balance.

Dear Harsheet99,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Prosper Ultimate Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Did the casino specify the reason why they accuse you of opening multiple accounts in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active 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

Last month I opened the account and in few weeks only they blocked the account.

They only said due to spam accounts we are closing it.

I played live casino games and slots both.

The casino itself gives bonus on the deposit. And bonus can only be used after real balance is over. My real balance is still 23$

Do I understand correctly that you deposited in the casino; redeemed the bonus, but played only with the real money portion of your balance?

Could you please share with us the response (mail, chat transcript) from the casino? Please post the information about the accusations here or send it to my email at tomas@casino.guru

I have already sent it.

Please check and process.

Dear Harsheet99,

Did you make multiple deposits in the casino during the time you were a player there?

When did you make the last deposit and when was your account closed?

Could you please send me the email from the casino with the justification for your account closure? Please send it to tomas@casino.guru

I made only one deposit of 20$ on 7 may and account was closed on 20 may.

No mails were received from casino.

They simply disabled my id.

Current balance was 23$.

Thank you very much, Harsheet99, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Harsheet99 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Prosper Ultimate Casino for their help in resolving this complaint. We would like to know why is this player's account blocked and if we can do anything to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter