Gains Casino - La cuenta del jugador ha sido cerrada.

Hello,

They permanently terminated my account due to

either

1. falsifying personal or payment information (I have no falsified payment info. I used the same credit card just had to change the number)
2. maintaining multiple accounts ( I only have one account)
3. engaging in fraudulent or abusive activity, or (I didn’t engage in fraudulent activity)
4. misusing the Service in any way (I have not misused the service)

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Dear jaysano,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Gains.com. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Have you received an explanation from the casino for the account closure?

Thank you in advance for your reply.

Best regards,

Attila G.

No where was it stated that Affirm wasn't accepted. Other casinos allowed me to use Affirm.

Dear jaysano, thank you for your response. Do I understand correctly that your account balance has been returned to you? Do you still have funds locked in your account?

Thank you in advance for your reply.

My deposit is returned, however my winnings were voided in excess of $2,400

Dear jaysano,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello jaysano,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

We would like to ask the casino 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 may negatively affect its rating.

Dear jaysano,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, which will negatively impact their safety index on our website. I understand this isn't a satisfactory solution to your issue, but the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at martin.l@casino.guru. I am really sorry I could not be of more help on this occasion.

Best regards,

Martin