Limitless Casino - プレイヤーのアカウント認証が遅れています。

I requested withdrawal for $100 and logged out. The next time i tried to log in i could not. Support said i had multiple accounts so i need to send verification documents to get it taken care of. I send them using link they provided and also to support email. I dont receive any emails or communication from them acknowledge receipt of documents or anything. After a few days go by i talk to support and they tell me it takes several days but can not give me any info regarding status of my verification or receiving my documents. On the 5th day they give me banking department email. I email them and they respond with automated message listing reasons they may not even look at my verification documents. Now it has been 7 days and support has stopped responding to my daily emails asking for status of my verification. I still can not log in to my account and have not received any communication regarding my account being verified. I deposit using crypto currency and i do NOT use bonus's because when i win i dont want any restrictions or play thru to worry about.

Dear spacecasepurcell,

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 previously verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

I may have madeac account years ago with old email. My winnings were accumulated without a bonus. My account was not previously verified to my knowledge.

Thank you very much, spacecasepurcell, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, spacecasepurcell,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Limitless Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Limitless Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

So i tried to login today and could not so i started chat with support. They said my account has been verified and can login. Upon closing chat i somehow was now logged in and my balance showed $19.73. So i started chat again and here is what they said.

Now here they are lying, my account was deactivated october 1st

I guess i should be happy i got my deposit back. These screen shots above are proof they straight up lied to me

I dont even know if i truly have multiple accounts. They said user name spacecase on other and my current is spacecasey. I only add "Y" at end of username if Space case is already used by someone. If i do have 2 accounts, the other account would be so old that my email, phone number, address would be different. And i know for fact i did not make any deposits on any other accounts. This current account i had deposited somewhere between $100-$200 and i dont use bonus because i think they are unfair and when i win i dont want to worry about any playthru or limits to withdrawal. I played thru the $19.73 deposit they gave back after stealing the $110 i had won. At this point im chalking it up as this casino robbed me and i will never deposit there again. I could have left accepting they just took my winnings but fact they gave me runaround for almost two weeks and then straight out lied to me several times i will make sure i tell everyone about my experience and recommend not to play there.

Thank you, spacecasepurcell, for your replies and updates.

However, you would do better not to share this information and screenshots with us.

A few more questions arose. So, in the meantime, until the casino replies, I would like you to answer them.

What exactly from the casino's claims was a lie, and why?

Can you please go through your posts in this thread, the screenshots (conversation with the casino) shared in your last posts, and your last post? This is what you filled out upon submitting the complaint - the details of your disputed casino account:

Do I understand correctly that you claimed you do not have or do not know about any other account, while you contacted the casino from the casino account ID ending "y" (as they informed you via Live Chat that another account is without "y"), but basically, you submitted this complaint with casino account ID that allegedly does not belong to you, as you claim, and that you do not know anything about? In addition, are you trying to prove your claims by screenshots where the casino informed you about another linked account with which you ("accidentally") filed this complaint, which means that you contacted the casino from another account compared to the one that was filled out upon submitting the complaint?

Your claims and "evidence" really do not make sense. Therefore, I would like to wait for the casino's response and details. However, please note that if the casino is able to support its claims and decision with sufficient evidence, and you used the same bonus (no-deposit bonus) in more than 1 casino account or abused the casino's system or bonus offer in another way, it is very likely the complaint will be immediately closed/rejected. If it is substantiated with enough relevant evidence, as you mentioned, you should likely be happy that you got your deposit back.

Dear Limitless Casino team,

Please look at my previous post and provide us with the necessary information and details/evidence.

Looking forward to hearing from you.

I do not understand what you mean or why you say i "accidentally" file complaint and why you say i contacted casino from another account. I only have access to the account ending in "Y" and no knoweledge of another account other than the casino telling me i have another account. Like I previously stated, it could be possible i made account over 1 year ago with an old email address that I do not have access to. They did not tell me the email associated with the account without "y". If they told me that info i could confirm. Regardless i know i have only deposited on the account ending "y" i recently created.

As for the lies, i made deposit $19.73 and won $110 and requested withdrawal and logged out. The screenshots show support telling me i i played thru the amount of $110 and then minutes later a different support at same casino tells me truth that they voided my winnings of $110 and credited back my deposit of 19.73.

And again, the only time i used a bonus would be when 1st signed up and used no deposit bonus to check out casino. After that i made many deposits over last few weeks WITHOUT using any kind of bonus. I dont use bonus's because i dont want any restrictions or playthru if i win.

Okay i see why you say i "accidentally" filed this complaint with account id without "y". As I stated above, when creating an account anywhere my 1st choice for username is without "y". In the event that that name is not available i add in the "y" because that is my name "Casey". When i filed complaint with id without "y" i either made mistake, typo or forgot my that my account with that casino had "y". I was only made aware of the "said" other account username 2 days ago in that chat in above screenshot. I can see how that may seem suspicious now. Again as i said, it is possible i made account prior with old email i no longer use or have access to. It would have been awhile back. And again my winnings were not from a bonus either no deposit or deposit. My winnings came after several deposits without using bonus's. Only bonus i use is prior to making deposits because i dont want any restrictions if i win.

Honestly i reviewed my posts and do not see whats confusing about it. And why you and the casino keep mentioning winnings from no deposit bonus. There were no winnings from a no deposit bonus or any other bonus. I made 10-20 deposits without using any kind of bonus and my winnings were from my last deposit of $19.73. Yet you agree i should feel lucky after depositing between $100-$200 100% all my money no bonus used with the deposits or between or after. And then go on to say i filed this complaint 12 days ago about an account i allegedly dont know about because of screenshot 2 days ago of them telling me the username on said other account is one letter different from mine. Per the casino terms if i do have two accounts then sure they can void my winnings even tho they were won using my money not bonus. They have absolutly no right to take the cash i deposited and used to win the money disputed in this complaint. I would be surprised if you dont delete this conversation based on your comments and accusations. In my opinion the screenshots speak for themselves. The live chat screenshots happened literally minutes prior to me immediately posting them to this complaint.

And i am not concerned about content on screenshots because i will never play at that casino again. Thank you for your help, i feel like because of you inviting the casino to this conversation all of the sudden my account got verified immediately. I am sure they would not respond until they addressed and fixed the issue. I cant wait to read how they respond to this complaint. My guess they will only address issue of verifying my account and nothing else if they do post on here

Is it common for a casino not to respond?

Hello spacecasepurcell,

Hello Branislav,

We hope that you are well.

Please note that the player breached the Terms & Conditions of the Casino by registering multiple accounts.

The accounts share the same information for which the evidence is sent to your personal email address branislav.b@casino.guru.com.

Please see the term below:

https://limitlesscasino.com/terms-and-conditions

5 USER ACCOUNT

5.1. Opening a User Account

b. "Each Player is allowed to have one User Account. Should the Casino establish that a Player has opened more than one User Account, the Casino reserves the right to close all Player's accounts while all possible winnings and bonuses would be considered annulled and void."

Given that all the necessary documents were provided to the Fraud & Risk Department, Spacecasey account has been verified and approved for use.

The player's $19.73 deposit has been reimbursed and after the account was reactivated, we see that the deposit was spent and a no-deposit bonus was claimed afterward.

Please let us know if any additional information is needed.

Kind Regards,

Lucas B******ham

Limitless Casino Management

Greetings all,

Dear Limitless Casino team,

Thank you for your email and the data provided. Please, look at my last email regarding the matter that I sent a while ago, and provide me with as much detail as possible.

Dear spacecasepurcell,

From the provided data it is clear that:

• Although your first account was registered in August 2022, the last activity/use of this account was performed less than 10 days prior to signing up with the second (disputed account), which means it is very unlikely you forgot about the existence of your first account
• Almost all personal data of both accounts in question match, so it is clear these accounts belong to you
• Even if you made a mistake upon submitting this complaint when filling in the casino account ID, the emails used in the accounts differ only in the domain after "@", and besides using another account ID, you also even used the email from another account that allegedly does not belong to you, as you claimed, or that was allegedly used a long time ago, which is incorrect and untrue

Now, while I will wait for the casino's email with additional details requested, I have a few questions for you. However, please note if you do not answer the questions truthfully and adequately in accordance with the facts found and supported by evidence, I will be forced to think about complaint closure/rejection.

What was the purpose of registering and using another (the second and disputed) account? What exact bonus(es) did you use on your first account (since it would not have made sense not to use any bonus(es) if you did not make any deposits there, as you claimed), and if no bonuses were used on your second account until your disputed winnings were accumulated, confiscated, and your last deposit reimbursed and lost, why did you register the second account and continue playing there?

I could not tell you which bonus was used as i do not remember. Now with current information the 1st account i must have made when i had an apple phone at least a year ago. Im guessing i used a no deposit bonus if available as i would normally do prior to making a deposit. I do not know what to say about the claim i had activity on 1st account 10 prior as i can show no proof of that. My second account again i most likely used a no deposit bonus prior to depositing. Again, when or if i decide to deposit i no longer use any bonus so that i do not have to worry about playthru requirements or max cashouts. There are many casinos online nowadays and i probably have accounts and most of them and deposit at only a hand full. Since this incident i now check with casino to check for multiple accounts. I have had 1 prior incident of multiple account in which they closed other and gave my winning. And just recently after this incident another where they did same. Ive accepted this as a loss and have learned from it. Whatever the outcome. This casino was not professional and either have trouble understanding their own logs or just lied to me during chat. Ive moved on. Why woildnt i play my deposit they reimbursed. I played it lost it and they can delete my account for all i care.

Hello spacecasepurcell,

We trust that you are well.

After discussing the incident internally and with Branislav from Casino Guru, we have come to a decision to reimburse your winnings.

The amount of $90.71 (Deposit amount removed as it was played out) has been credited to your account and you may proceed to withdraw it. Please note that as this is an exception from the Casino's side, due to the breach of the Terms & Conditions, you may only withdraw this balance and cannot play with it.

We hope that you will be satisfied with the decision and that we may proceed and consider the grievance resolved.

Thank you for your understanding and we wish you good luck playing at Limitless Casino.

Kind Regards,

Lucas B******ham

Limitless Casino Management

Well I thank you very much. Thank you Branislav and Casino Guru.

So I have tried all day to withdraw without success an f fff

Hello spacecasepurcell,

Hope you're well.

We see here that your withdrawal request was denied as you have not replied to the Payout confirmation e-mail. The reply is mandatory as it guarantees the safety of your payout.

Please make sure that at the moment you submit your withdrawal request, you will receive the confirmation e-mail and that you need to reply to that e-mail confirming your desired cryptoaddress.

If for any reason you are unable to reply the Payout confirmation, or you are not receiving it, you will be obliged to change your registered e-mail address.

Thank you for your understanding.

Kind Regards,

Lucas B******ham

Limitless Casino Management

Because you removed my gmail address from my account and im guessing put the icloud email. Why would you do that? I dont have access to that email. I tried repeatedly all day and got run around. I finally suspected you changed email and asked live chat. They tell me i have to submit id documents all over again to change it back....why? No, you changed it so change it back. Then im told to email pitboss from my gmail with name, username, desired amount $ and bitcoin address. I do that and they tell me they cant find account with my email. This is ridiculous, i find it hard to believe your staff is this ignorant. Then im told you need to verify im same person made both accounts to send selfie holding paper with today date, casino name and id. Was difficult to do but i did it and then told again sorry no account registered with my email. I thought you already established i am person made both accounts, if i was not then there would be no violation of your terms. As of now you are not allowing me to withdraw still.



Hello spacecasepurcell,

Please note that none of the Casino members switched the registered e-mail address on your account.

If we all recall, the issue arose in the first place because of the fact that you have registered two accounts at Limitless Casino.

The account from which the documents were uploaded was verified and allowed to use. If you no longer have access to the e-mail address you have registered on your account, please follow the instructions for e-mail address change.

Thank you for your understanding.

Kind Regards,

Lucas B******ham

Limitless Casino Management

You tell me to request withdraw yet you change information on my account without my knowledge and knowing it will prevent me from withdrawing. When logged in you have no where i can even view the information registered on my account. I figured it out on my own based off of my experience with your casino. Whats sad is how many people does this happen to that dont complain, just give up or are not intelligent enough to see whats really going on.

That is the email i have registered with. I have emails from yoir casino at that email when you verified my documents the first time. Now all sudden you cant find account with that same email. Would you like to see those emails from your casino to my email you are now saying you cant find an account with

Exactly, i am still using the same email i uploaded the documents from. Whats the problem? My gmail is only email i use and have been using for this complaint, for the account i uploaded documents and deposit on.

I had already accepted the fact i lost my winnings. I am using same email i registered the account with and uploaded documents with and was verified with. Either your systems have error that should be obvious to see or you are purposely trying to waste my time and harrass me by dangling money over my head and then making it out of my reach as i go for it. At this point you can keep my money for all i care. You have already wasted more than $90 worth of my time yesterday . Goodbye

Branislav,

Please explain why in previous post you said "you also even used the email from another account". I do not know why you think think that because it is untrue. I use my gmail to regiater at casino and on this website. I used my gmail to upload documents to the casino to verify. I think it has something to do with why the casino is acting like my gmail account was not the one i uploaded and registered with. Something is not right

Hello spacecasepurcell,

We trust that you are well.

We have received an update from our Payments Team, and it seems that you have managed to reply to your Payout confirmation e-mail from your registered e-mail address.

As we can see, your winnings were sent instantly to your desired cryptoaddress.

We hope that we can consider the matter resolved.

Thank you for your time and understanding.

Kind Regards,

Lucas B******ham

Limitless Casino Management

Yes it is resolved. Thank you Branislav for all your help and thank you limitless for giving me my winnings acquired from my money.

What great news, spacecasepurcell!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Limitless Casino team, for your patience, help, and cooperation in resolving the matter!

Best regards,

Branislav, Casino.guru