Simple Casino - Player’s account has been closed for alleged misuse.

Hello,

I played at Simple Casino with a deposit bonus I received on December 30, 2024. I made a deposit of €100 and received an additional €100 in bonus money. I managed to win €3,900 with the bonus funds, and my balance was €4,350 after I completed the wagering requirements. The next day, I was asked to provide documents, which I submitted within a few days. Today, January 3, 2025, I received an email from them stating that my account has been closed due to misuse. They claim, among other things, that I have multiple accounts on their casino. I have only created one account using my bank credentials, and to my knowledge, it is impossible to create multiple accounts with the same bank credentials. Additionally, they believe I have violated their "personal entertainment" clause. I played in the usual manner with a €100 deposit bonus for personal entertainment, wagering one euro on casino slots. I don't understand how this doesn't qualify as personal entertainment. On top of that, they allege that I have engaged in illegal activities. Now my account is closed, and I can no longer log in. Can you help or advise me in any way? I believe this is a scam.

Dear sarij,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing with Simple Casino and the closure of your account.

To help us better understand the situation and assist you more effectively, could you please clarify the following:

• Can you confirm whether you have only created one account with Simple Casino, or is there any possibility you may have used a different email or device when registering?
• When the casino alleges misuse and mentions multiple accounts, have they provided any specific evidence or details to support this claim?
• Could you clarify what you understand by the "personal entertainment" clause? Were you aware of any restrictions on your play style or wagering methods based on the casino’s terms?
• Has the casino provided any specific information on what they consider "illegal activities" or what led to their decision to close your account?

Please feel free to forward any additional relevant communication you have received from the casino to petronela.k@casino.guru so that we can fully review the situation and proceed accordingly.

Your cooperation is crucial in this case, and without your input, we may not be able to resolve this issue effectively. We rely on your detailed feedback to help move forward.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!