The Pokies Casino - Player has been accused of opening multiple accounts.

Ive been playing regularly for a year since they originally opened and im almost onto my $3000 vip bonus. I changed my password and the next night I couldnt i was told to reset my password which i did then i was told i have been restricted permantly for multiple accounts which is simply 100 percent wrong. Ive only ever had the one account which i use, have only ever signed up the once, have always had the same phone number. Yes i use two bank accounts to deposit with but thats never been a problem, yes i use my laptop and phone to play but all of this is mine only, My ip address, my banks account my casino account. They then blocked me from the chat, and stopped all email replies. Please help. I really loved this casino and havent had such a problem ever.

Dear julieanne2009,

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? Are there any funds being held by the casino? Have you completed the KYC verification successfully?

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

No there is no one that has my details nor use of my ip address or devices to play online. I was very close to my $3000 vip bonus.

Also yes ive been depsiting and withdrawing for a year since it first started!!

And from my two bank accounts. Ive never signed up multiple times only the once.

Do I understand correctly that the only funds being held by the casino is your VIP bonus? Are there any real money winnings in your active balance? Could you please clarify why did you change your casino account password?

I accidently deleted all my saved passwords and couldnt remember it.

I have not opened more than one account.

From memory I had about $7AUD in there but because i cant log onto the site i cannot even check this. I cant even use the chat feature and my emails are being ignored from the casino..

Thank you very much, julieanne2009, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello julieanne2009,

I will assist you with the complaint from now on. I'll do my best to help you with your issue. First, I'll contact the casino in order to ask them for more information.

According to the terms&condition the casino displays on its website it allows the use of multiple accounts in some circumstances:

7. By using this platform you agree that you have not used a duplicate account to abuse bonus offers. Only at our discretion will we allow you to use multiple accounts.

Since you say you are not aware of any possibility you might have used duplicate accounts, we'll ask the casino for an explanation.

The Pokies Casino,

Could you explain why julieanne2009's account is considered a duplicate?

Hello julieanne2009,

According to casino support, they claim they are not aware of the issue. Were you able to provide us with the emails you send them in order to contact them? Please forward the emails to tomas@casino.guru

Hello julieanne2009,

The casino support sent us a message regarding your issue.

" Her account was banned as she attempted to conduct a chargeback through her bank. She was closed due to this. It was not because she had mulitple accounts."

Are you aware of a chargeback being requested on your deposits? Were your funds returned to either of your bank accounts due to this?

Yes I certainly am, the casino told me that my Osko payment didn’t come due to a country wide server being down and after a few day yes I requested the money back - and my bank was unsuccessful in obtaining the 30$ deposit. As they closed the account I’ll never know if they received it or not , I also advised the chat about it prior to the bank and they didn’t have a problem with it ?

Thanks for letting me know julieanne2009.

Pokies Casino team,

could you comment on the situation? Was there any balance confiscated due to this series of events, or can julieanne2009's account be restored?

this was the response when i was trying to locate the funds .

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello julieanne2009,

Unfortunately, it seems the casino stopped responding and we won't receive any reply from them regarding the issue.

Since you requested a chargeback from your bank on these transactions, we cannot punish them for withholding your winnings, unfortunately, even if they presumably knew about the payment processor issues beforehand and you discussed the problem with their support.

Please let me know if you have any news or if there are some circumstances I overlooked before I close the complaint.

They never repaid the chargeback so technically they still owe me that money

I tried to contact the casino but we since haven't received any reply.

Unfortunately, due to the reasons mentioned above, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.