Royal Slots Casino - Player has been accused of opening multiple accounts.

Account has been put on review now for over 2 weeks, turns out I have 2 account with casino land that I have not used whilst playing royal slots, I opened one in 2017 and the other one early 2020, but I’m not a frequent gambler on this site so I didn’t remember opening them, I have asked them to close my accounts but still not heard anything just ‘pass on to the relevant team’ I have been verified in royal slots but my account has been blocked and no one from the customer service team will tell me what’s doing on, I imagine my winnings will be confiscated. I understand I have breeches terms and conditions but not purposely and ive tried closing accounts so I just have one but it should not take over 2 weeks to receive a reply

Dear Leah,

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. Could you please advise if you have redeemed any promotional offers when depositing funds into your account, old or new one? If there’s any relevant communication between you and the casino, 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

Hello, with the royal slots account I 100% did not take any promotional offers. With the casinoland I made at the beginning of the year I do not remember and the account I made 3 years ago again I can not remember but I am not playing the casinoland accounts only my recent royal slots account so I can not be accused of profiteering or anything else in that sense because they are open but are not active and again I’ve made contact with casinoland to close those accounts. My complaint is in regards to why it’s taking so long for royalslots to review my account after all I have funds/withdrawal sitting in there and it’s been 3 weeks now

Thank you very much, Leah, for forwarding all the relevant communication. Do I understand it correctly that the account that you have opened three years ago was with the Casinoland (sister site), not with Royal Slots Casino? Have you ever had an account with the Royal Slots Casino?

Yes it was casinoland 3 years ago, I only have one royal slots account that I opened 3 weeks ago

Thank you very much, Leah, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Leah,

I looked at your case and understand your situation. I will contact the casino and see what can be done.

Hi Leah,

I was informed the casino won't discuss players' complaints with us. I'm afraid there is not much I can do now. I can only recommend you to contact IBAS and submit a complaint on their website (https://www.ibas-uk.com/consumers/claim-wizard). Please let me know what their decision was (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter