HomeComplaintsSpinVegas9 Casino - Player’s withdrawal is denied due to multiple accounts claim.

SpinVegas9 Casino - Player’s withdrawal is denied due to multiple accounts claim.

Amount: A$1,200

SpinVegas9 Casino
Safety Index:Low
Submitted: 07 Oct 2024 | Case closed : 05 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 weeks ago

The player from Australia faced withdrawal issues as the casino accused him of having multiple accounts, claiming that his daughter, who referred him, was actually his other account. He clarified that his daughter's account had not been used and questioned the casino's assumptions based solely on their shared last name. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries, which led to the rejection of the complaint.

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1 month ago

They deny me saying I have multiple accounts by saying the person referring me was actually me. But it was daughter and all she did was refer me and I said to them if I have multiple accounts won't both accounts be active as I know my daughter didn't play at all as all she did was refer me. That's what multiple accounts is not allowed so bonuses don't get abused. But my daughter account not been used and so I don't know how they can come to that conclusion and the bonus I claim was $2 as I deposited $20 and they gave 10% and first they said Clair was my other user account then change it too my referee. No proof at all I'm using both accounts just same last name is what really the only thing they have to assume it's multiple but I ask if I have 2 accounts why I not using other to claim bonuses. What purpose do I have or to gain from having second account that not being used.

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1 month ago

Dear Indulgersoldier,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Does your daughter live in the same household as you?

Has your daughter used the same device as you (computer, mobile phone, tablet, etc.) to access her casino account?

Has your daughter claimed any bonuses from the casino?

Have you and your daughter used the same payment method to deposit into the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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1 month ago

No she doesn't live in the same household as she stays with her mother. The answer is no for all your following questions

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1 month ago

Thank you for your reply.

Has your daughter ever used the same device as you to access her casino account? Has she logged into her account from your household using the same internet connection as you?

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1 month ago

No never used same device or same internet

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1 month ago

Thank you for your response. Before we invite the casino representative to join this complaint thread, please forward me all the relevant communication between you and customer support regarding the accusations of having multiple accounts to my email address, veronika.l@casino.guru. Additionally, kindly include any other evidence that could be important for the investigation. Thank you for your cooperation, and I look forward to assisting you further.

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1 month ago

I will wait for their response first as I don't think they will but if they do i will gather all my evidence

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1 month ago

Thank you for your reply. Have you received any response from the casino yet? Please let me know so that we can continue with the investigation. I am looking forward to assisting you soon.

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3 weeks ago

Dear Indulgersoldier,

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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2 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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