Slot Madness Casino - Player's experiencing issues with duplicate accounts.

I cashed out $620 on slot madness but before i did i had the following conversation with support:

Dear rnigjtyf34,

Transcript:

[2023-06-16 05:29:06] [I'm a bot] Don't forget to check out our latest offers on the Promos page from the casino menu.

[2023-06-16 05:29:06] [I'm a bot] Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

[2023-06-16 05:29:44] [rnigjtyf34] I need to close and delete this account. It was opened by mistake by a minor. I already have an account.

I don’t want to cause problems cashing out with my account I have already. I went to sign in on my iPad and realized my nephew had opened a duplicate account. This account is the duplicate.

[2023-06-16 05:29:45] [I'm a bot] Thank you for contacting us.

[2023-06-16 05:29:45] [I'm a bot] One of our representatives will be with you shortly.

[2023-06-16 05:30:18] [rnigjtyf34] I need to close and delete this account. It was opened by mistake by a minor. I already have an account.

I don’t want to cause problems cashing out with my account I have already. I went to sign in on my iPad and realized my nephew had opened a duplicate account. This account is the duplicate

[2023-06-16 05:31:40] [Alberth Pangiani] Welcome and thank you for contacting Slot Madness. You are chatting with Alberth Pangiani from Customer Support.

[2023-06-16 05:32:09] [Alberth Pangiani] Oh ok I do understand.

[2023-06-16 05:32:11] [rnigjtyf34] Thanks Alberth

[2023-06-16 05:32:20] [Alberth Pangiani] We are truly sorry to hear that you want to close your account. For security purposes, we will need to make sure that this request is coming from the account holder. 

If you could, please provide the following information:

a. Date of birth

b. Complete mailing address, including Zip Code

c. Full name

By closing your account you are agreeing to forfeit any future cash back benefits coming from weekly cash back, monthly cash back and comp points or other promotional tie-ins coming from a previous coupon redemption. We appreciate your feedback to help us improve.

[2023-06-16 05:32:35] [rnigjtyf34] 06/06/1978

[2023-06-16 05:32:59] [rnigjtyf34] 3214 maple rd, Lindale, ga 30147

[2023-06-16 05:33:17] [rnigjtyf34] Richard clay

[2023-06-16 05:33:28] [rnigjtyf34] My verified account will not be affected, correct?

[2023-06-16 05:34:44] [rnigjtyf34] Also, do you know how I can contact inclave?

[2023-06-16 05:34:54] [Alberth Pangiani] No, in this case it will not affect the other account.

[2023-06-16 05:35:33] [rnigjtyf34] Oh good bc my winnings are on that account

[2023-06-16 05:35:50] [rnigjtyf34] I almost passed out when I open it on my iPad and did not see them then realize this was a duplicate account

[2023-06-16 05:36:02] [Alberth Pangiani] In this case we do not have the exact information about how to contact inclave support. The best advice is please go to inclave.com and there you should have the option to contact the inclave support

[2023-06-16 05:36:30] [rnigjtyf34] OK. Can you still help me close this account?

[2023-06-16 05:37:11] [Alberth Pangiani] In this case I already sent the account closure request. It should be close within 10 minutes

[2023-06-16 05:37:32] [rnigjtyf34] Thank you so much. I should have no problems cashing out on the other account correct?

[2023-06-16 05:38:59] [Alberth Pangiani] Correct. You should not have problems

[2023-06-16 05:39:13] [rnigjtyf34] Thank you so much!

[2023-06-16 05:39:17] [Alberth Pangiani] Is there anything else I can help you with?

[2023-06-16 05:39:30] [rnigjtyf34] oh you are amazing. Thank you so much. Have a fantastic night.

[2023-06-16 05:39:37] [Alberth Pangiani] At the end of our chat, you will see a short survey, we would greatly appreciate a minute of your time to rate the service I provided. Thank you

[2023-06-16 05:39:40] [Alberth Pangiani] Thank you so much for playing at Slot Madness. We really appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for you 24/7.

[2023-06-16 05:39:42] [rnigjtyf34] This

Chat ID: 6488148

Sincerely,

Live Support Team

the account in question was opened fraudulently, and i didn’t win off of a free welcome bonus as Rose claimed today. It was from a random bonus i received via email and the wagering requirements were beyond met. I would like my redemption please help as this is not legal at all

Dear Clayricky,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I want to emphasize that it would be extremely difficult to prove that someone other than you created the second account. However, I will need more details to thoroughly assess the situation.

Could you please advise if there was any activity on the second account? I am especially interested to know if any bonuses were activated and played.

Was the first account (the one created by you) verified? Do I understand correctly that you played with a 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 don’t believe the other account had any activity. My account was indeed verified. I did play a bonus on my account which is how I won the amount stated. I could really use those winnings. Please help.

Thank you very much, Clayricky, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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. 

Dear Clayricky,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slot Madness Casino to join the conversation and participate in the resolution of this complaint.

Dear Slot Madness Casino,

Can you please provide further information about the duplicate account, such as when it was created and how it has been used?

Kind regards,

Adam

Still no response?

Dear Clayricky,

The casino representative has responded and asked for more time to look into the situation, so I am going to extend the timer for another 7 days. I thank you for your continued patience in the meantime.

Kind regards,

Adam

Greetings all,

Apologies, I am abroad on holiday at the moment but will be logging in remotely for office hours quite soon. Thanks for your patience.

Best wishes,

Nick and Slot Madness

Did that happen to qualify as their response? Did this lead to the extension of more time for them? This doesn’t seem fair as your last response stated you were allowing additional time to research the issue. Their response was to let you know they are on vacation..? What was researched?

Hello Clayricky,

I apologize, it seems that there was a misunderstanding on my part as to why more time was requested by the casino.

I appreciate your frustration at the delay, but until we receive more information from the casino regarding this situation there is no way for us to proceed.

It is our standard procedure to allow each party 2 periods of 7 days each to respond to each post, and so although this does mean that the timer will be extended, I am confident we will have further information soon.

Kind regards,

Adam

Greetings all,

I have had the opportunity to review the account, I do see the secondary account was requested to be closed however the rules regarding consecutive free chips would still apply in this case as the account (which was opened in the same name with the exact same address and other details as the player on the secondary account) is still under one account per player/household and multiple consecutive free chip rules. Unfortunately the account in question did not qualify for the additional winning chip thus the withdrawal request was denied. The open account is still in good standing and eligible for deposit, play and withdrawal but this request (as well as any request that might have stemmed from all of the additional free chips redeemed and played after this win, there are many. Or any consecutive free chips not separated by a cash deposit per the rules of the chips and the casino) is not eligible for withdrawal.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

Thank you for your response, Nick and Slot Madness Casino.

Dear Clayricky,

The casino has provided evidence that the second account has claimed multiple free bonuses as far back as November, and the account was registered using all of your details. As the casino explained above, even if the account had been opened by your nephew, the casino has still acted in accordance with their terms regarding multiple accounts and bonuses.

Consequently, there is nothing further we can do to assist in this matter and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam