Wild Casino - プレイヤーは複数のアカウントを持っていると非難されました。

I played on a bonus and deposited 300 dollars. I got up to 21,000 and attempted to withdrawal at 14993. I was told I need to send in ID, I sent it in. Then I am told that my account is closed and my winnings are confiscated. It took me a few days but I was finally told it was because I have multiple accounts. I do not have any other account there. I asked to see these accounts multiple times and am still waiting to see these accounts. I put my money and a lot of time on this casino. I am very angry. Thank you.

Dear Tyler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I would suggest checking our article regarding verification and duplicate accounts https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts:

„In a vast majority of casinos, players are only allowed to have one player account per casino. Opening more than one account is against the T&Cs, and duplicate accounts are generally closed after being discovered.

Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are generally annulled."

We will contact the casino and ask for their explanation, but, before we do that, would you be so kind and forward me any relevant communication between you and the casino? I would especially like to see that message where you were accused of having multiple accounts. My email address is kristina.s@casino.guru. Or if you have any screenshots, you can post them here.

Thank you in advance for your reply.

Best regards,

Kristina

I have only made one account ever on wildcasino.ag. In one of the emails I received from the casino, they greeted me as "Ashley". I had to correct them that my name was Tyler as it states in my account, that I use my friends spare phone and that is why my Gmail has her name in it instead of mine. I asked many times for info on these other accounts they think I made and have never gotten anything back. Unless someone else is making casino accounts with my info, I don't even believe that they truly think I have multiple accounts and are trying to get out of paying almost 15,000 dollars.

Hello Tyler,

Thank you for your reply. You mentioned, that you didn't use your own email and phone number and this might be the thing causing troubles now. Are you sure, that no one else created an account at this casino with the same email address and phone number?

Hello,

Thank you for responding. I have searched in my email I signed up with Wildcasino to see if I could find any other accounts with the casino and I have not found anything. As far as a phone number, I am not sure if it is or was used by someone else on your site. I have let my family / friends use my phone to make important calls or job search etc. but I can see no proof that anyone has used my email or phone to sign up for wild casino. I am really frustrated at this whole situation. What options do I have at this point?

Kristina, I am sorry for the late response to your doc requests. I have emailed you a few things I could find so far. Thank you.

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

I’m sorry to hear about your problem. We will now try to get in touch in casino and find more information case. I would kindly ask the casino to send us some proofs of the existence of a duplicate account.

We would like to ask the Wild Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.

Thank you.

Dear Tyler Lang,

We have reviewed your query and can confirm that you have in fact breached the following rules, which you have agreed to on sign up.

Rule #1 - Creating multiple accounts on the Wildcasino.ag live casino network is strictly prohibited. In addition, creating new accounts to take advantage of bonus being offered is also strictly prohibited. Should players be detected to have multiple accounts, new accounts will be closed and the balance may be confiscated.

·        We found that you have created 4 different accounts on the Wild Casino Brand.

Rule #2 - Only one account allowed per person, family, household, address, computer, network connection, IP address, and/or payment method.

·        We found 6 Wild Casino accounts directly associated to you.

Rule #3 - If any deposit is returned, charged-back, or deemed fraudulent in any way it will result in the forfeiture of any/all winnings, bonuses, or remaining positive balance in the account.

·        The $300 deposit you made on 4/20/2020 came back as a return on 5/12/2020.

On 4/29/2020 you were requested by email to provide documentation for us to confirm your individuality due to the amount of accounts associated to you. You failed to provide any documentation although you responded to the email we sent.

We will not honor your request to withdraw the funds considering all of the above rules that were breached by you.

Regards,

The Wild Casino Team

What emails or accounts am I associated with? I am only aware of one.

The $300 deposit is still missing from my bank account.

Lastly, I did provide proof of my identity the first and only time it was requested by wild casino. I have forwarded that email to casino guru already. It was also responded to back from Wild Casino.

Dear Wild Casino,

I would like to ask you for evidence that player breached T&Cs as you have described before. Please forward all relevant information to my email address: yuliia.k@guruadmins.com

Hello Tyler,

We have just finished with the investigation. We received evidence from the casino confirming that you have more than one account with Wild Casino. After a thorough review of all the evidence provided by the casino, we decided to reject your complaint. I'm very sorry, but Wild Casino has provided relevant proofs and I believe that we analyzed and explained this complaint correctly. I'm afraid there is nothing we can do in this case.

Player can reopen the complaint anytime but must have some new information. Thank you for understanding.

Best regards,

Juli