Casino4u - La cuenta del jugador ha sido cerrada.

after making many deposits to casino4u and enjoying gambling online, i had a very nice win of nearly 4800 dollars, I tried to withdraw the funds and my account was suddenly frozen, i spoke to the chat line who advised my account was being closed because i have a duplicate account, - it turns out the duplicate account was myself using two different devices from my own home internet, i used my laptop and the next day used my mobile phone. - apparently this constitutes a duplicate account. more like it was simply because i won a few thousand dollars and casino4u did not want to pay out. its criminal of them do not play this casino

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Firstly, I would like to clarify that using the same casino account from two different devices does not, by itself, constitute having duplicate accounts. It is completely normal for a player to log into their single account from a laptop one day and a mobile phone the next. Using the same home internet connection from different devices would not normally be sufficient evidence of a second account either.

Therefore, if the casino is claiming that you had a duplicate account, there would need to be some other basis for that conclusion, such as another account actually being registered under your details or a family member's account being accessed from the same device that you use. Simply accessing your own account from multiple devices would not, on its own, establish that you have a duplicate account.

Please allow me to ask you a few questions to better understand your situation:

• Is there any chance that someone from your household, or someone using the same IP address, also created an account at this casino?
• Did you access the same casino account from multiple devices belonging to you?
• Could you please confirm whether you successfully passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Dear jenkelly,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru