Dear Inferno,

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 that, please could you forward any relevant communication between you and the casino to [email protected]? If there is a list of redeemed bonuses in your account, please forward it as well. I hope we will be able to help you to resolve this unpleasant situation as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

That makes zero sense! Sir why would I open additional accounts but deposit as much as I have their knowing I could lose money if I did that ? They accuse me of this every week when Monday bonuses come around.

They sure as hell accept every deposit and don't complain.

Maybe I should show all the casino forums the screenshots I have of their agents performing illegal activities when chatting with USA players? ( Not sure if I should add this)

But they do this every Monday and it's ridiculously exhausting

The more than one account is a overused and overdone low excuse to give me a bonus that will be substantial because I deposited alot to get a big cash back bonus 

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

This is one question I say ask yourself, if I was creating multiple accounts and they legitametly were denying myy bonus cash back , then why would they permit me to make cashouts of winnings? Wouldn't that go hand in hand and actually be more inclined to be blocked? 

Well in my special situation they make this sinario happen

Hello, inferno2110.

I am afraid that I need help from the casino side to solve your complaint. I will try to contact them ASAP and get some answers.

Meanwhile, be patient and stay healthy!

Ok thanks

Any new progress on this complaint sir?

I've contacted them over Skype, and they promised me help. But because of the holidays, I think we need to wait at least till Tuesday to get some answer. Sorry for the delay.

Any word sir?

I'm sorry but still waiting for the casino reply.  (they promised me that they look on the case on Thursday, but there were holidays, so I hope today I will have some answer)

Hi sir any news from them?  what happens if they don't answer? 

Sir what can I do now that the time is ran out?  Can casino guru offer anymore help or am I not going to hear anything from the casino ? Thank you

Haven't heard from the casino guru team for a couple days now and it's now Wednesday night , last I heard Tuesday was when we were gonna hear from the casino. Will someone please update me ? Thanks

I am sorry for the delayed answer, I was discussing your case over a Skype with somebody from the casino, and I didn't want to publish anything until I have some reasonable answers.  She told me that only representative Ivan could help me with your case. I asked her to tell him that I am waiting on his response, but Ivan is non-responsive.  

Hard to say why this is happening, maybe he is sick, I truly don't know. All that we can do is give him another 7 days for a response and if he does not respond till then, we will close the complaint as "unresolved."

Hello Inferno2110,

Hope you are staying safe in these troublesome times.

I am sorry to hear you've had issues with our cashback promotion. I see you've already stated the problem: multiple accounts...

As much as this seems like a "overused and overdone excuse" - it is indeed the case. Cashback Bonuses are automatically processed to your account based on your play, but the system cannot add a bonus if a duplicate account, or many duplicate accounts, as it is in your case, are recognized. This is also stated among our terms of service. Cashback term 3.: Duplicate accounts are not eligible for cashback.

This is the reason why your cashback could not be credited.

However, we could arrange Manual processing of your cashback with special terms. Please contact us through [email protected], and we will give you the specifics of the arrangement.

I hope this helps clear the situation up. Looking forward to hearing from you.

Happy holidays!

Mikey

Hello Inferno2110.

Did you contact the casino as they instructed you? Could you please give us some update regarding your situation?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.