Winnerama Casino - Player’s account has been disabled.

Can fifth street entertainment casinos please explain why all my accounts are disabled we are not meant to have multiple accounts which I don't I do have accounts at sister casinos is this not allowed as it does not stipulate that on their website. I had an account with extra vegas which was closed after I had an issue where they paid me my money but then with no reason they closed and now my winnerama account is disabled and I have funds available to withdraw. Seems if you win they close your account? Surely if I am not allowed to have an account and each of the casinos then the casinos should be listed? All I want is to play but as soon as I win then account is closed? Please advise

Dear Lee,

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. Have you completed the KYC verification successfully in the past? Were your winnings accumulated with or without an active bonus?

Additionally, 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 and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there I have successfully completed verification previously and had no active bonuses was going to deposit and keep playing and then withdraw but they closed my extra vegas account and then my winnerama account was disabled with no explanation or reason not sure as to why if they close one all the others are?

Thank you very much, Lee, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Lee,

I’m sorry to hear about your unfortunate experience with Winnerama Casino. I'll try my best to resolve your case.

I would like to invite Winnerama Casino to this conversation to clarify the situation.

Just received an email stating they have closed the account because they can ...

Dear Lee,

Thank you for the update. Could you please advise whether you had any remaining balance in your gaming account at the time of closing? If yes, have the funds been returned to you?

I had not yet deposited but yes there were funds available to witjdraw

Just don't understand what the reasoning is

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winnerama has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winnerama may block regular or tournament play and/or prize distribution.

Kind regards,

Winnerama Casino

Please advise what multiple accounts am I not allowed to open an account with a sister casino

Dear Winnerama Casino,

Please explain the situation in detail and provide evidence proving your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Any response

Dear Lee,

So far we have not received further information from the casino. I will let you know once there are any new developments in regards to your case.

Dear Lee,

Unfortunately, after reviewing the evidence provided by the casino representative, we are rejecting this complaint as unjustified. The evidence shows that you had created multiple accounts in Winnerama Casino, which is in breach of the casino’s Terms and Conditions.

I‘m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Should I not be allowed to review this as I don't have multiple accounts

Dear Lee,

Since the information shared between the casino and Casino Guru is considered strictly confidential, we are not allowed to share any such information.

Due to the reasons specified in my previous reply, I will now close this case as ‘rejected’. I’m sorry I couldn’t be of more help.