I used to play a few times in the casino but unfortunately without success. The last time I played in mid-June, I finally won something. Then I verified my account and waited for the payout. After a few days I got an email from the casino that my account had been linked to another account. I replied that I had no idea about it, but Casino didn't explain anything to me and just blocked my account.

Ich habe früher ein paar mal im Casino gespielt aber leider ohne Erfolg. Als ich das letzte mal Mitte Juni gespielt habe, habe ich endlich was gewonnen. Dann habe ich mein Konto verifiziert und auf die Auszahlung gewartet. Nach ein paar Tagen habe ich eine Email vom Casino bekommen, dass mein Konto mit einem anderen Konto verknüpft wurde. Ich habe geantwortet, dass ich keine Ahnung davon habe aber Casino hat mir nichts erkl?rt und hat einfach mein Konto gesperrt.

Dear Mortan,

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? Have you redeemed any promotional offers in this casino in the past?

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

No, I would rule out the possibility. Nobody in my family or neighbors has opened an account. Yes, I played with the bonus. I used to play twice with the welcome bonus.

Nein, die M?glichkeit würde ich ausschlie?en. Niemand aus meinen Familienmitgliedern oder Nachbarn hat ein Konto er?ffnet. Ja, ich habe mit dem Bonus gespielt. Früher habe ich noch zwei mal mit dem Willkommensbonus gespielt.

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

From now on, I will take care of your complaint. I would like to invite representatives of Casino360 into this complaint in order to help us resolve the issue.

We would like to ask Casino360 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Additional comments by the casino:

"Hello Mortan,

Due to the direct link, along with other connection flags with several different accounts, our team has requested information from you previously in order to understand the situation better. As stated above and since you are unaware of the reason for the link we will further follow up directly through our support email so we can resolve this issue as soon as possible.

We are sorry this has delayed your account verification and expect that once we have more details we will be able to proceed and promptly resolve this situation.

Thank you in advance for your cooperation in this matter.

Best Regards

Casino360"

Hello Mortan!

According to the reply of the Casino360, you should be contacted to resolve the situation. I would like to ask you to keep us updated on any development of the situation.

Yes, casino contacted me via email and I have already replied. Now I'm waiting for the news.

Ja, Casino hat mich per Email kontaktiert und ich habe schon geantwortet. Jetzt warte ich auf die Neuigkeiten.

Dear Mortan,

I am glad to see that the casino is cooperating towards resolution of your issue. Please keep us informed about any development.

I received an email that my account is now verified and I am allowed to withdraw my money, but I still cannot log in. I contacted the casino's customer service again.

ich habe eine Email erhalten, dass mein Konto jetzt verifiziert ist und ich darf mein Geld auszahlen aber ich kann mich immer noch nicht einloggen. Habe nochmals den Kundendienst vom Casino kontaktiert.

Dear Casino360 representatives,

Could you please advise on why the player's account is still not accessible for the player?

Hello,

We would like to confirm that the issue has already been resolved directly via live chat. Thank you for your understanding.

Best Regards

Casino360

Dear Mortan!

I would like to ask you to let us know when you'll receive your withdrawal. I will set the timer to 7 days for you, so you can inform us within this timeframe.

Looking forward to hearing for you.

Ok, I have made the withdrawal and will be in touch when I receive the money.

Ok, ich habe die Auszahlung get?tigt und melde mich wenn ich das Geld erhalte.

I received the money. Thanks very much!

Ich habe das Geld erhalten. Vielen Dank!

Hello Mortan!

I am glad to see that you received your withdrawal. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.