Hi,

I tried to log into my account, but a message popped up saying I’m banned for breaking the terms and conditions. It says I supposedly opened multiple accounts and abused bonuses, but I only have one account that I’ve been using.

I did get a welcome bonus when I first signed up and played a slot game. I wagered my winnings and completed the verification process, but my account got banned before my verification was finished.

I reached out to the casino asking for answers or to either get my winnings or have my account reopened, but they just told me their decision is final. They said they have proof, but refused to share any details with me.

Can you please look into this and help me out?

Thanks

Dear Rizzeyboi,

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 kindly specify exactly which games you played while your bonus was active?
• Have you used any VPN or IP-masking software while accessing the casino website?

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,

Veronika

Hi,

I played da vinci's treasure and had a win, after that I played mummy's gold.

I am the only one in my household that plays in casinos so I am sure no one opened an account in this casino or any other casino for that matter. And I didn't use any kind of VPN or anything.

Could you please confirm whether you have ever lent your device to a friend, acquaintance, or relative who also plays at this casino? Additionally, have you ever accessed your casino profile using someone else’s device?

I don't event know anyone who plays at this casino and I don't give my phone to others. I only played on my phone and that was once.

Thank you very much, Rizzeyboi, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear Rizzeyboi,

I'm Kubo, and I will be handling your complaint from this point forward. If there have been any new developments since the last update, please don’t hesitate to share them with me.

I’ve already reached out to the casino and am currently investigating the possible reasons behind the closure of your account. I will keep you informed and share any updates as soon as I receive them.

Thank you for your patience and understanding.

Dear Kubo,

We have sent you an email with evidence, please review it. Thank you for your attention and participation.

Dear Bruce Bet Casino,

Thank you for providing additional information.

Dear Rizzeyboi,

The materials provided by the casino need to be internally reviewed. Kindly allow us a little more time to dive into your issue and form our stance regarding the casino's reasoning.

Thank you for your understanding and patience.

Dear Rizzeyboi,

I apologize for the delay and appreciate your understanding. Please note that both internal and external discussions regarding your case are still ongoing. I kindly ask for a bit more of your patience as we continue with a thorough investigation.

Thank you for bearing with us.

Dear Rizzeyboi,

I’ve already communicated our position to the casino, but in the interest of full transparency, I want to share it with you as well.

The casino has presented evidence suggesting notable similarities between multiple accounts registered on their platform, which is why you received a popup notification regarding the creation of multiple accounts. While I’m unable to share the specific details they provided, I can confirm that I’ve expressed our position to them clearly.

As I’ve explained to the casino, in the absence of clear and substantiated evidence of multiple account usage, collusion, or bonus abuse, we are unable to support their decision to impose punitive measures such as voiding winnings. I’ve formally requested that the casino either reconsider their stance or provide irrefutable evidence to support their actions.

Please note that we are still awaiting a final response from the casino, and I have extended the response window by one additional week to allow them time to respond. Should the casino remain firm in their position without presenting compelling evidence, we will unfortunately be unable to assist further, and the complaint will need to be closed as unresolved.

Thank you for your continued patience and understanding.

Dear Kubo,

We kindly ask you to reconsider our position regarding this complaint. We have provided new information along with a detailed explanation of the patterns we observed, which in our view clearly demonstrate coordinated fraudulent behavior. We believe this context is essential for a fair and thorough assessment of the case.

Additionally, we would like to highlight that in 4 out of the 5 complaints submitted, our internal data and communications with the users are consistent and aligned. This further supports our conclusion that these users were acting in coordination and engaging in behavior that breaches our terms.

We would greatly appreciate it if you could review the case once more in light of this new context.

Dear Bruce Bet Casino,

Unfortunately, the timeframe for further reconsideration has now expired. We’ve exchanged multiple emails regarding this matter, during which you’ve presented several patterns that, in your view, demonstrate a connection between accounts. While these patterns may suggest potential links, none of the evidence provided substantiates a clear violation of the Terms and Conditions, nor does it indicate any fraudulent behavior that would imply the players gained an unfair advantage over either the casino or other participants.

Although you’ve identified a number of possible risk flags, our assessment is that these indicators - either individually or in combination - reflect standard gameplay practices. From our perspective, even if these behaviors are exhibited simultaneously by multiple users, they do not constitute a breach of the casino’s system or policy, nor do they appear to result in any unjust benefit.

Dear Rizzeyboi,

Regrettably, despite our extensive efforts, this mediation has been unsuccessful. The casino has not demonstrated any willingness to revisit their decision.

As such, I will now proceed to close the complaint as unresolved.

We understand that this is not the outcome you were hoping for. However, please note that unresolved complaints do impact the casino's rating, which can influence their future approach to dispute resolution. Should the casino choose to re-evaluate this matter at a later stage, we will reopen the case and notify you by email.

I sincerely apologize that we could not offer a more favorable resolution on this occasion.

Best Regards,

Kubo