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My account was closed by multiple accounts and I only have one account in my name at this casino

Me cerraron la cuenta por múltiples cuentas y solo tengo una cuenta a mi nombre en este casino

Dear Silviacast,

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 with or without an active bonus? Was your account successfully verified in the past?

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

Yes it is correct, my son and my daughter opened an account but we are family members and everyone plays on their account

Si es correcto, mi hijo y mi hija abrieron cuenta pero somos familiares y cada quien juega en su cuenta

• Do you and your kids share the same household address, device, or payment method?
• Whose account was created first?
• Was your account successfully verified in the past?
• Were your winnings accumulated with or without an active bonus, please?

To be honest with you, Silviacast, it doesn't look very promising. Please understand if several people play from one device it is very difficult for the casino to distinguish who is who.

• Have you profited from any promotional offers?
• Whose account was created first?

I understand that it wasn't you who created the very first account from the same device which was used afterwards to create other accounts. Have you accumulated your winnings with or without an active bonus, please?

That's right, I have no bonuses or winnings, my children's accounts are totally in loss.

Es correcto, no tengo bonos ni ganancias, las cuentas de mis hijos están totalmente en pérdidas.

The disputed amount of Mex$31,500 represents your winnings with an active bonus, please?

Dear Silviacast,

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.

If 31,500 mxn and I do not have an active bonus

Si 31,500 mxn y no cuento con bono activo

But you accumulated your winnings with a bonus, correct?

Dear Silviacast,

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, 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.