The player from Australia could not complete the withdrawal process because the casino alleged he had multiple accounts, while the player insisted he only had one. The pending withdrawal included winnings from a giveaway. We reached out to the player for additional information and extended the response deadline. However, due to the player's lack of response, we were unable to proceed with the investigation or provide potential solutions. The complaint was subsequently rejected.
Royal Reels Casino - Player is denied withdrawal for alleged multiple accounts.
Amount: A$400
Royal Reels Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Apparently I have multiple accounts and I’m only aware of owning 1 account and I would like to receive my money which I had won from a giveaway 
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10 months ago
Dear fbz9nq7sn4,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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?
Was your account previously verified?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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10 months ago
Dear fbz9nq7sn4,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
