CasinoBit.io - プレイヤーは複数のアカウントを作成したとして告発された。

I won this money in the casino and they are now trying to make up lies about a duplicate account or security breach. There is absolutely no way it can be a duplicate as it was the first time I played at the casino.

I haven't broken any of their terms. I have sent all of the KYC documents they requested.

Dear rorab92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

Absolutely no chance anyone used my ip as I live alone. I have sent them my KYC documents that they asked for but I haven't had a reply.

I had the welcome bonus and completed the wagering requirements and didn't break any of the terms attached to the bonus.

Thank you very much for your reply, rorab92. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi Kristina,

I have forwarded over the correspondence up to date to your email address.

Thanks

Thank you very much, rorab92, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi rorab92,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CasinoBit.io to the conversation to participate in the resolution of this complaint.

The case has now been resolved. There seemed to be some misunderstandings between us but after we spoke over the phone it was all cleared up. The casino were very professional; in the way they handled the situation and I have now been paid in full.

Dear rorab92,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter