WestCasino - Player's account was blocked.

i had won £400 and was waiting for a withdrawal before I got an email saying my account was blocked as I had apparent multiple accounts and my winnings voided.

i was told my deposits (£60) would be refunded to me but this was a Fortnight ago and I've heard nothing and no refunds have went into my account.

Dear Helterskelter22,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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

Hello,

i admit that I had multiple accounts but I wasn't aware it was against the rules.

my account was in the process of verification when I was blocked from the site.

Ive conceded that I lost my winnings as it is indeed in their Terms and Conditions. Id just like my deposits refunded (£60) as they were happy to take my money with multiple accounts but only block me when I try withdraw winnings.

Thank you for your reply, Helterskelter22. Please understand that opening more than one account is prohibited by most online casinos and this one is not an exception:

4.8. Your Account must be registered in your own correct name. You may only open one account. Any other accounts which you open with us in relation to the Service and the Website shall be "Duplicate Accounts". Any Duplicate Accounts may be closed by us immediately and:

4.8.1. If the total amount deposited to the Duplicate Account is played and lost, you agree to renounce your claim on the amounts deposited in the respective Duplicate Account;

4.8.2. If the total amount deposited on the Duplicate Account has not been used to place any bets, we will apply a fee of 50% of the deposited amount and return the remaining 50% to you.

4.8.3. If the amounts deposited to the Duplicate Account have been used to place bets which resulted in winnings, winnings will be made void and we will apply a fee of 50% of the total deposited amount on the Duplicate Account and return the remaining deposit to you. In the situation where after voiding the winnings, the remaining amount on the Duplicate Account is lower than 50% of the total amount that has been deposited by you, we will charge you a fee amounting to the remaining balance in your Duplicate Account.

4.8.4.any returns, winnings or bonuses which you have gained or accrued during such time as the Duplicate Account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the Duplicate Account.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Helterskelter22,

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.

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.