Ritz Slots Casino - Player's accused of opening multiple accounts.

I got the casino recommendation off your site. Played. Won $100 waited for withdraw to process only I had to contact cause they didn’t contact me. I was accused of fraud and having multiple casino accounts. I’ve only played there one time which was today.

Dear kelliedcockcroft,

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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings 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,

Kristina

I live alone. I explained this to them. I don’t have anyone here and my few friends and family don’t play online slots

I received an email stating my account was. Verified I was playing the new player bonus. Is it possible that the casino has sister casinos and possibly I play at their sites and it’s reflecting me a multi player does this make sense? I know often casinos are ran by the same individuals and I didn’t ever hear it’s against the rules to play at all the casinos

Thank you very much for your reply, kelliedcockcroft. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There is no documentation all communication was done thru the website via chat. And now I can’t even sign into the website. Like I email is blocked

Found the screenshots.

Is there any update!

Thank you very much, kelliedcockcroft, for your cooperation. 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.  

Thank you

Hello there,

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

I would now like to ask Ritz Slots Casino for their help in resolving this complaint. We would like to ask if you could provide any evidence of multiple accounts.

Thank you!

I don’t have any multiple accounts and how would I show I do not have multiple. I just literally opened my account the same night this happened it wasn’t opened for more than 2-3 hours. I won I attempted to withdraw and that’s all I did. Why would I purposely want multiple accounts ?

Dear kelliedcockcroft, unfortunately, you do have multiple accounts I have checked both our system and the evidence the casino has provided me and found the same accounts on both. I strongly advise against this behaviour in the future as it can lead to similar situations. With that in mind, we believe the steps the casino has taken are justified and we will reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter