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They are trying to say I have multiple accounts. They can view My ID if they would like to see all the info is mine. They haven't even asked for my ID. I called to let them know my email address has changed because I can't access my other account. He said if my email has changed that forfeits my winnings. I hit the jackpot on a game and I want my money. If they aren't willing to pay out they shouldn't be in business. I offered to verify my new email address and takes whatever fees are necessary. He asked where I was from and then started telling me this crap. I feel discriminated against because of my nationality and three fact that I was playing on a free chip. They are making up readings to not pay me.

Dear lauriesullivan1998,

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? Were your winnings accumulated from a free/No Deposit bonus solely? Have you redeemed any promotional offers in this casino in the past?

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

Hello and thank you. There is definitely a possibility that someone in my family did it. There are several of us that love to gamble. I told that gentleman that it was a possibility. It was done on my phone. My kids know my info from using my phone for the past few years. I offered my ID with my current info. I personally had never played there before and I was impressed by the generous chip amount. I even called and offered my new email address and was told it couldn't be changed and it would forfeit my winnings. When I got loud is when he said I had multiple accounts like he was looking for a reason not to pay me.

The first one is from my submitted withdrawal request. The second was taken from an email AFTER I was accused of having multiple accounts. Oh and he told me on speaker phone in front of my husband that I could make a deposit and start over with a clean slate. That tells me that money is his motive. I took screenshots of my account still in working order later that day. If I'm so in the wrong why wasn't my account locked or restricted?

Dear lauriesullivan1998,

Please bear in mind that if your winnings have been accumulated from a Free Chip purely, there will be a maximum cashout applied when requesting a withdrawal. Please see below the general bonus T&Cs:

"The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is $100. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $100."

Could you please advise if any other family member has an account in this casino as well?

I asked everyone in my house if they have used my phone to go on that website and they assured me they didn't but they also know how mad I was soi may not be getting the whole truth. However, if the casino doesn't want to give me the money on a cash out then they can credit my account with it and I'll use it tho win more and I can make a deposit in the mean time. That mean said I should make a deposit and start over.

Dear lauriesullivan1998,

Could you please advise if any other family member has an account in this casino as well? Do I understand correctly that due to a change of your email address you have opened more than one account?

I only have one account. I told them that's I couldn't access the email that I signed up with there for I needed to change it in their systems.

Dear lauriesullivan1998,

You still haven't answered my question if your other family members have accounts in the same casino. You assume that they didn't use your phone to access the website but could you please advise if they have their own accounts? Looking forward to hearing from you.

Meanwhile, since you have accumulated your winnings with a No Deposit bonus solely I changed the disputed amount from $3,300 to $100.

Dear lauriesullivan1998,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.