After Winning constantly all day I done a request to withdraw $3000 ended up cancelling withdrawl then requested a withdrawal to my mastercard $2850 all seemed well then got a email saying that the credits have been confiscated and that I have breached the terms and conditions of the bonus and my original deposit was returned tried directly to understand what I've done to loose my winning around 400 to 600 nzd or so was in the wallet of Casino that was reduced to ten dollars gone

i asked how when where why did I breach where is your evidence they said we don't have to give evidence we are in our terms

online chat says to talk to email staff email staff are incompatant and no attempt to rectify the situation

Dear Lrbeast93,

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 completed the KYC verification 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

Best of my knowledge no no1 has used my email or ip address orftom my device the begining of my winnings where with a active bonus had 1650nzd to wager didnt go over maximum bet etc

Thank you, Lrbeast93, for your reply. Have you completed the KYC verification in the past, please?

Hey no I have never done a kyc verification before never heard of it untill tonight apon reading your reply if it helps your process I'm willing to do one

P.s I'm receiving notifications really late about this site so my replies are as I notice there is a update

Thank you very much, Lrbeast93, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) 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.  

Alright thank you would be good to get my winnings back atleast

Hello Lrbeast93,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Heavy Chips Casino to join the conversation and participate in the resolution of this complaint.

Dear Heavy Chips Casino,

Can you please provide further information regarding the player's use of multiple accounts? If possible, please send supporting evidence to my e-mail, [email protected], for us to review.

Kind regards,

Adam

Hello

Email with further information and evidence has been sent to [email protected]

If you have any questions, don't hesitate to ask

Regards

Heavychips casino team

What's the out come

Hello Lrbeast93,

The casino has provided evidence suggesting that your account is linked to another account that was registered with the same address and IP address. I am currently awaiting further information, and will update you here accordingly.

Kind regards,

Adam

Dear Lrbeast93,

The evidence provided by the casino shows that two different accounts have been registered from the same IP address, using the same address information. Both of these accounts have claimed bonuses and have been logged into and used recently. The creation of multiple accounts in this way is directly against the terms and conditions of the casino.

The second account has been registered using a different name, so I would like to ask you one more time - is there any chance that someone else from your household could have registered and played at the casino?

Kind regards,

Adam

No not that I am aware of I'm the only person at my address that plays online casinos at all I've asked the other occupants of the house hold and no1 else has heard of heavy chips

Dear Lrbeast93,

I am afraid that we can only make a decision based on the evidence we are provided. In this case, the evidence sufficiently shows that more than one account has been registered from the same IP and house address, and both have claimed bonuses.

As this is in direct breach of the casino's terms and conditions, we will be unable to assist any further with this case and the complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam