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Was denied my payout and they closed my account because I mistakenly made a new account not knowing that I did

Dear meganrigg1324,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that by creating more than one account you breached one of the basic rules of online gambling. No casino allows this and they have the full right to confiscate winnings and close all accounts registered by the same person.

Could you please advise if you played with bonuses on any of your accounts? Was any of your accounts verified?

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear meganrigg1324,

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.

I wasn't aware I had made 2

Thank you for your reply, meganrigg1324. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear meganrigg1324,

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.

I played bonuses yes but I thought it was all on the same account

Could you please clarify if both accounts were active simultaneously? What led you to believe that you were only using one account?

Dear meganrigg1324,

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 I did use both I wasn't aware of it... I'm pretty much useless with smartphones

I apologize, but if you created and actively used two different accounts, there is not much we could do. Please understand that creating more than one account in one casino is prohibited by the vast majority of online casinos and this one is not an exception. Please, see here:

5.Only one Real account is permitted per player and per household. Multiple accounts (including accounts with different personal, banking and card details) will be closed and will not be eligible to receive any winnings, and all withdrawals will be cancelled. Furthermore, you shall not permit another person to access the Website or Software via your account without the express permission of the casino.

Given the circumstances, I am afraid that we are not able to proceed further with this complaint because you breached one of the main rules of online gambling by using two accounts - accidentally or not. We believe the casino acted in compliance with their T&Cs and at this point, I can only suggest that you are more careful and only create one account in each casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.