Winludu Casino - Hráč byl obviněn z otevření více účtů.

After I won in casino they started some investigation and I had to wait for a long time till it has been finished. Finally casino sent me an email telling that they suspect me of using multiple account and confiscated my win. As was stated in the email the decision was final. Casino returned me only my deposit.

Dear Meikelo,

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? Have you redeemed any promotional offers in this casino 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

No, I am 100 % sure that no one from my family or neighbors has opened an account from the same IP address. I made two deposits in casino on the same day (01.09.2020) and in both cases I played with the bonus. I did not play in the casino before of after that.

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

I'm Nick and I'll be assisting your case from now on. I would like to ask Winludu Casino to join us and help us resolve the player's issue.

Hello Meikelo,

Could you please provide us with your email or username that you have used to register with our casino Winludu?

Best regards,

Winludu Casino Team

Dear Winludu,

Could you please provide us some information regarding the case as the player's already shared his casino e-mail.

Hello Nikolas and Meikelo,

Our accounts management team has detected that the customer's account was part of a ring of accounts whose purpose was solely was to abuse the registration bonus.

As per our terms and conditions, this is an illegal activity and the customer has been refunded with his initial deposit and advised accordingly.

Best regardsm

Winludu Casino Team

Dear Winludu,

Could you please send us some kind document or proof which could prove your statement? Please send it to nikolas.b@casino.guru. Looking forward to your answer.

Dear Winludu,

We haven't reaceive any respond from you. Please note that if we won't get any respond within the next 7 days, the complaint will be closed as unresolved and may negatively affect the casino's rating.

The complaint will be now closed as unresolved as we did not receive any respond from the caisno. I'm really sorry that we could not help you more but as you can see if the casino is non-responsive, there isn't much we can do for you. Please do not hesitate to contact us if you will come across any other trouble in the future.

Best regards,

Nick

Casino.guru

The casino responded us through e-mail, therefore we are reopening the complaint. We are now waiting for additional information from the casino.

We requested additional information from the casino as based on the proof received until now, we don't see any specific breach of terms which would lead to closing the player's account.

Dear Meikelo,

Could you advise if there has been any update regarding the case on your site?

Hello Nick,

You have been advised over an email as you had requested.

Best regards,

Winludu Team

Dear Nick,

No, no updates. And have you received additional information from the casino?

Dear Meikelo,

I've sent you an e-mail regarding the complaint.

Dear Nick,

I just have read your email and waiting for your reply.

Thanks!

Hello Meike,

After taking into consideration all the information we have received from both you and the casino we came to a conclusion that the licencing authority of the casino will be needed to be included into the case. As we haven't receive any concrete evidence, but the casino was acting by it's terms we can't be sure in which side is right or wrong in this situation. Currently it is a claim vs claim. I've also sent you an e-mail asking you for contacting the licencing authority with this issue and let us know if you will do and what will be the outcome. Until then, the complaint will be closed as unresolved, which can be then reopen if there will be more evidence available.

Best regards,

Nick

Dear Meikelo,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Dear Meikelo,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.