CosmicSlot Casino - La cuenta del jugador fue cerrada.

When I requested a withdrawal from the casino, they suspected that I had a duplicate account and closed my account.

1.

I was accused of duplication and was told it was the same account as the person who introduced me.

2.

I completed my identity verification about a month ago. A few days after I tried to withdraw money, I suddenly received an email from the casino informing me that my account was closed.

3.

I replied to the email from the casino to ask why they closed it, but I haven't heard back for about a week.

4.

If you suspect a duplicate account,

If I had been notified before making a deposit I would not have made a deposit or played the game.

I feel that the closure at the time of my withdrawal is unfair and will be filing a claim.

カジノで出金を申請したら、アカウント重複の疑いをかけられ、アカウントを閉鎖されました。

1.

重複の疑いをかけられたました。紹介者と同一のアカウントだと言われました。

2.

本人確認も1カ月ほど前には完了していました。出金の際に数日経過してから、突然カジノからのメールでアカウント閉鎖を通告されました。

3.

カジノからのメールに対して閉鎖理由などを聞くために返信をしましたが、1週間ほど返事がありません。

4.

アカウント重複疑いがあるならば、

入金の前に告知があれば入金もゲームプレイもしませんでした。

出金のタイミングでの閉鎖は不当と感じ、クレームを提出します。

Dear yoshiro1958,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify if you created more than one account at this casino?
• Do I understand correctly that the casino claims you are the same person as the one who recommended you to this casino?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

thank you for your reply.

1 I have not created multiple accounts.

2 I understand that.

3 prizes were won.

Thank you for your cooperation.

返信ありがとうございます。

1複数のアカウントは作成してません。

2あなたの理解であっています。

3賞金は獲得しました。

以上よろしくお願いいたします。

Thank you very much for your reply, yoshiro1958. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much for contacting us.

I just forwarded the email.

Thank you for your confirmation.

連絡誠にありがとうございます。

先ほどメールを転送いたしました。

ご確認のほどよろしくお願いいたします。

Thank you very much, yoshiro1958, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi yoshiro1958,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CosmicSlot Casino to the conversation to participate in the resolution of this complaint.

Dear CasinoGuru team,

We have noticed that this player's account has suspicious similarities to several other accounts in our system.

Taking into account such matching factors as surname, city of residence, IP addresses, passwords, deposit method and playing style, we suspect that several accounts may have been registered to relatives of the player.

Best regards, CosmicSlot team

Thank you CosmicSlot Casino team,

Could you send supporting evidence to my email address (peter.m@casino.guru)?

Thank you CosmicSlot Casino team for the additional information and evidence.

Dear yoshiro1958,

I'm afraid the casino presented strong evidence supporting its claims of multiple accounts. I'm afraid I won't be able to help you with this one. I can only recommend that you open only one account per casino in the future to avoid trouble. If you disagree with our decision, please turn to the casino's licensing authority (https://casino.guru/licensing-authorities/curacao-license). I wish I could be of more help.

Best regards,

Peter