WildTornado Casino - Player's winnings were confiscated.

Good morning,

Here I send you together the copies of the emails.

Hoping that they will be able to help me.

For me, I am in my right

They took my money more than €11,000 because I had a duplicate account but I only used one account, the current account with which I won the other one was made due to a connection problem or I didn't use it and a few days before winning I wrote to them to cancel this account responsible for the kidnapping of my earnings

You will see in my email

Please, if you can help me, it would be super clear if we won, I know it's normal that you also earn your part for the work done.

Thank you, I hope to hear from you soon.

Best greetings

Michael

Dear loco179,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WildTornado Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain in detail the time succession of events regarding the multiple accounts?

Do I understand correctly you were instructed to send a request to close your account to casino support, but you send it to the wrong email address instead?

Could you please specify when exactly you accessed the casino account ( *****@bluewin.ch) for the last time and when was the time you played on that account?

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,

Tomas

Hello, thank you very much for answering! Sorry for my Spanish I normally speak French!

At the beginning in the chat I asked the person who told me that he had 2 open accounts if he could close the one that I never use, which was a mistake. I had not realized that I already had an account on this site! She told me that she could not cancel that I write to support! It is what I did and the email that I used is a valid email from the casino, only it is not in this one that I had to send but it was also a valid email from the support of the site.

The next day you can charge my account and I receive a bonus so for me it was all fixed because if they hadn't received it they were going to close my 2 accounts and that's not what happened on the contrary I received bonus!

Well I think that this day I played everything without winning and one day later there I won the jackpot of 11000 it would be 2 or 3 days after having written and sent the email to cancel the account for more!

and there I received an email that they took away all my earnings because of having 2 accounts

here it is and then nothing to do, they did not return it to me with the proof of the email sent to cancel and the copy of the discussion with the chat girl! That he told me that ok just write and that nothing would happen!

Thank you very much, loco179, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.

Hi loco179,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite WildTornado Casino to the conversation to participate in the resolution of this complaint.

Dear loco179,

we have studied in detail the situation that took place on June 11, 2022 and is ready to share this information from our side.

On June 9, 2022, loco179 asked our specialists for help, during the chat, it was found that loco179 has 2 accounts on the site, which is prohibited by the site rules. The client was immediately informed that 1 of the 2 accounts must be closed. For this, the player had to send a letter to support@wildtornado.casino (we can send a screenshot if necessary). The letter requesting to close the duplicate account was never received at the specified mail, the client had 2 active accounts at the time of winning (June 11, 2022).

As it turned out later on June 13, 2022, after communicating with the client, the letter was sent to a mail that is not accessible, because this address is used exclusively for outgoing messages, so it was impossible to see this letter.

However, due to our rules, any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

https://www.wildtornado.casino/terms-and-conditions

Dear WildTornado Casino team,

From a technical point of view, you are right. However, if we look at the overall fairness of the situation, the player actually made an attempt to close the second account and didn't really gain any unfair advantage. Even though they sent the email to the wrong email address, there was no bad intention. As far as I know, the second account was never used, correct?

Hello, here is the proof that the casino is not correct.

Here is the email where I ask to cancel the second account that was on June 9, so before I won and not after

Here you can see that the korea that I use is the same one that they use for customer services and today they still use this one. They find it on the casino page is a current email that I use.

So they received my email where I ask them to please cancel the second account that I am not using.

Dear all,

First of all, we would like to point out that both accounts were used for the game, that is, game activity was recorded on both accounts.

As indicated in the screenshot of the client's letter, the letter was sent to the info@wildtornado.casino (this address is used exclusively for outgoing messages only), and the screenshot from the site also confirms that the support@wildtornado.casino address is used (the address to which the letter was expected to be received)

Since at the time of winning the client had 2 active accounts, activity was recorded on both, the decision was made strictly according to the rules that are prescribed on the website:

9. USE OF PLAYER’S ACCOUNT

9.4 Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

https://www.wildtornado.casino/terms-and-conditions

Hi all,

Thank you for your replies.

Dear WildTornado Casino team,

Did the player play on both accounts simultaneously? Did they play on both accounts after they asked for account closure? We are trying to find out what unfair advantage the player got here.

Dear all,

we see that there were attempts to deposit on the same day on both accounts.

On June 6, 2022, a successful deposit was made to the duplicate account, after which an attempt was made to top up the main account on the same day, but the attempt was unsuccessful.

This means that the customer knew he had 2 accounts and changed them from time to time.

The last deposit to the main account was on June 8, 2022, and to the duplicate account on June 11, 2022.

Please note that we did not actually receive a letter asking us to close one of the two accounts and the customer did not pay attention to the fact that his letter went unanswered and there was no confirmation that the duplicate account had been closed.

If additional information is needed, we will definitely provide it

Kind regards,

WildTornado Casino Team

My intention to close the second account that I opened from a page of the style to the one that does promotions and when I realized it!

My intention to close it was very clear! In the chat with your online support and then writing the email to the official email of the support. So tell me that they did not receive it, I have great doubts! It is this email that all customers use to communicate with support!

And well, from this point it was already very clear that my intention was not to deceive them or to take advantage of their casino or offer in any way. And they know that very well!

I won the jackpot with the main account, the one I told you that I kept the second one, I don't remember having used it! Layers the day you activate it and no more! Then when I won it had been a long time since I used it!

Well, anyway, you know very well that I did not do anything with bad intentions and that you took advantage of details to cancel my profit and that I invested a lot in your casino! It wasn't right on your part

And if it would be possible to show the receipt where they say that after closing the duplicate account I tried to recharge it! I didn't use this account until they blocked the main one and they took my profit! I wrote before winning to the support in the chat that I want to cancel the second account and also in writing to the email in the support mail that I found on your site! And of course if I was illegal after doing it, why let me make deposits? They know very well that I did nothing against the casino, no bad intentions to the contrary! The girl in the chat knew that I wanted to deactivate this other account and also the support qu'édictent that they did not receive but it is not true, it is the email that you put on your casino website to contact them. And this can be easily found out!

Hi all,

Thank you for your replies.

Dear WildTornado Casino team,

Could you please send me the player's log for both accounts (peter.m@casino.guru)?

Thank you WildTornado Casino team for the additional information.

Dear loco179,

I've looked at all the available information and here's what I found:

According to the data, your first account was opened on 2022-04-17 at 15:48:44, and the second on 2022-05-29 at 10:44:47. You made or tried to make deposits on both accounts (2022-06-06) that was before you requested the closure of one of the accounts (2022-06-09). This suggests that you were aware of using two accounts at the same time. Secondly, bonuses were activated in both cases which doesn't work in your favor. And finally, if you didn't get any confirmation stating that the duplicate account was closed, you really should have contacted casino support to make sure that the second account was closed. The situation would be different if you opened an account, stopped using it, forgot about it, and opened a new one a year later. However, you used both accounts at the same time which rules out the possibility that this happened by mistake. I'm afraid I won't be able to help you with this one. Your complaint will be rejected. If you disagree with our decision, please turn to the Curacao Gaming Authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter