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I make a account with them evrything was fine make deposit no problem when I make a widrawal for 1100 they said I have a double account they confiscated that is not fair I feel like is really bad

Dear Madalina,

Thank you very much for submitting your complaint. I’m very 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?

Do I understand correctly that this was your first deposit, and you haven’t obtained any cash back bonus from the casino?

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 was like i open the account i make a depsits of 270 in multiple times then i play and i get a win of 1500 i decide to male a widraw of 1100 the rest i play then after i send the documents to aprove the widrwal they said i have double acvount coz of that they close my account and they return my money but not the winnig and other think why they dont banned me from first if is true what they said like i could male 10 l deposit no worry for them but when they pay back is a problem

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?

No is not possible someone to have my phone

What about the same IP address? Is there a possibility that someone else from your family members or neighbors has opened an account from the same location as yours?

i dont know to be honest

Thank you very much, mada19, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Mada19.

I am sorry to hear about your troubles.

Are you using mobile data?

I would like to invite the casino representative into the case.

Please could you give us more information?

We would like to ask the No Bonus 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’.

Hello Mada19.

I received evidence from the casino, and from that evidence is clear that you had another account in this casino, and this account was self-excluded. Because of that, the casino cannot pay you any winnings and must return you the deposits. (casino returned them)

We believe that the casino acted according to its terms and conditions. However, if you believe that our decision is wrong, you can still submit a complaint to the casino regulator.

Because of the reasons written above and because mada19 wasn't reacted, we are closing this complaint as "rejected."