Onlywin Casino - La segunda cuenta del jugador no se ha cerrado después de la autoexclusión.

Hello casino guru I have complaint about only win casino ... I have self excluded my self from this casino and told them I have gambling problem .. but I reopen another account here with different email. And they let me reopen my new account and there system verify me as well .. I put my driver license and face selfie which they already have it in another account..

..Wen they already know I had self excluded my self still they letting me play and didn't ban my account .. today they have close my account after 2 days and this let me loose 850$ ... I should get my money back wen they know I have just self exclude my self because of gambling problem on my previous account .. so if I can plz help me and get my money back ...

Thanks

Will wait for your response

Previous account open with - sun****k82@gmail.com

Current account is sun****k81@gmail.com

Which they close today

Dear sunnykuk82,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. To assist you better, could you please provide some additional details regarding your situation?

• Did you use the same personal information (e.g., first and last name, date of birth, residential address, and phone number) during the registration of your second account, with the only difference being your email address?
• Can you clarify when exactly your second account was blocked? Was it during the KYC verification process, or did you have to notify the casino yourself that you created a second account while being self-excluded?
• When did you self-exclude on your first account at this casino? If possible, please forward your original account closure request for your first account to veronika.f@casino.guru.

I hope we can help resolve this issue quickly. Thank you in advance for your cooperation.

Best regards,

Veronika

Dear sunnykuk82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I couldn't find email because I ask live chat agent to close my account and told them I have gambling problem so they close my account also I have use all the info same just my email was different

Thank you for your response. Unfortunately, in order for us to request the casino to refund your lost deposits, we need evidence that your first account was permanently closed due to gambling addiction.

Without proof of self-exclusion, we are unable to confirm whether this is a case of breaching the duplicate account rule or if the casino failed to protect a self-excluded vulnerable player.

Thank you for your understanding.

Dear sunnykuk82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.