Simple Casino - La cuenta del jugador ha sido cerrada por presunto mal uso.

Hello,

I played at Simple Casino with a deposit bonus I received on December 30, 2024. I made a deposit of €100 and received an additional €100 in bonus money. I managed to win €3,900 with the bonus funds, and my balance was €4,350 after I completed the wagering requirements. The next day, I was asked to provide documents, which I submitted within a few days. Today, January 3, 2025, I received an email from them stating that my account has been closed due to misuse. They claim, among other things, that I have multiple accounts on their casino. I have only created one account using my bank credentials, and to my knowledge, it is impossible to create multiple accounts with the same bank credentials. Additionally, they believe I have violated their "personal entertainment" clause. I played in the usual manner with a €100 deposit bonus for personal entertainment, wagering one euro on casino slots. I don't understand how this doesn't qualify as personal entertainment. On top of that, they allege that I have engaged in illegal activities. Now my account is closed, and I can no longer log in. Can you help or advise me in any way? I believe this is a scam.

Hei,

Pelasin Simple Casinolla 30.12.2024 saamani talletusbonuksen. Tein 100€ talletuksen ja sain siihen 100€ bonusrahaa päälle, onnistuin voittamaan bonusvaroilla 3900€ ja lopuksi saldoa jäi 4350€ kun sain bonuksen kierrätettyä. Seuraavana päivänä pyydettiin dokumentit jotka toimitin muutaman päivän kuluessa. Tänään 3.1.2025 sain heiltä sähköpostin, että tilini on suljettu väärinkäytön vuoksi. He väittävät muun muassa, että minulla olisi useampi tili heidän kasinolleen, olen vain ja ainoastaan luonut yhden tilin pankkitunnuksillani ja on minun tietääkseni mahdotonta edes luoda useampi tili samalla pankkitunnuksella. Lisäksi olen heidän mielestään rikkonut heidän "henkilökohtaista viihdettä" lausekettaan. Pelasin normaaliin tapaan 100€ talletusbonuksella nimenomaan viihdetarkoituksessa yhden euron panoksella kasinoslotteja, en ymmärrä siis mikä siinä ei ole henkilökohtaista viihdettä. Vielä tämän lisäksi he väittävät, että olen osallistunut johonkin laittomaan toimintaan. Nyt tilini on suljettu enkä pääse enään sinne kirjautumaan. Osaatteko auttaa tai neuvoa jotenkin? Mielestäni tämä on huijaus.

Dear sarij,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're experiencing with Simple Casino and the closure of your account.

To help us better understand the situation and assist you more effectively, could you please clarify the following:

• Can you confirm whether you have only created one account with Simple Casino, or is there any possibility you may have used a different email or device when registering?
• When the casino alleges misuse and mentions multiple accounts, have they provided any specific evidence or details to support this claim?
• Could you clarify what you understand by the "personal entertainment" clause? Were you aware of any restrictions on your play style or wagering methods based on the casino’s terms?
• Has the casino provided any specific information on what they consider "illegal activities" or what led to their decision to close your account?

Please feel free to forward any additional relevant communication you have received from the casino to petronela.k@casino.guru so that we can fully review the situation and proceed accordingly.

Your cooperation is crucial in this case, and without your input, we may not be able to resolve this issue effectively. We rely on your detailed feedback to help move forward.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hi, and thanks for the quick response.

I only have one account at Simple Casino, which I'm logged into with my bank details, not email.

The casino has not provided any evidence or information to support the claim.

I understand personal entertainment to mean playing games to pass the time. I have read the terms and conditions and played permitted slot games and with permitted bets.

Simple Casino has also not provided any clarity on what they consider to be illegal activity, only copies of their terms and conditions.

I sent you the attachments by email, after which my account was closed.

Hei, ja kiitos nopeasta vastauksesta.

Minulla on vain yksi tili Simple kasinolle, jolle olen kirjautunut pankkitunnuksillani, en sähköpostilla.

Kasino ei ole toimittanut mitään todisteita tai tietoja väitteeseen.

Ymmärrän henkilökohtaisella viihtellä sen, että pelaa ajankuluksi pelejä. Olen tutustunut ehtoihin ja pelannut salittuja slottipelejä ja sallitulla panoksella.

Simple kasino ei ole antanut selvyyttä myöskään siitä, mitä he pitävät laittomana toimintana, vain kopioita heidän säännöistä ja ehdoistaan.

Lähetin sinulle sähköpostitse liitteet, joiden jälkeen tilini suljettiin.

To clarify, the amount won with the deposit bonus was €4350. I have been in contact with the casino's live chat, from there I received the same copy of their rules which I have definitely not broken, I only have one account with their casino.

Selventääkseni niin voitettu summa talletusbonuksella oli 4350€. Olen ollut yhteydessä kasinon live chattiin, sieltä sain saman kopion heidän säännöistä joita en todellakaan ole rikkonut, minulla on vain yksi tili heidän kasinolle.

Thank you very much, sarij, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello, sarij,

I am sorry to hear about your trouble, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Simple Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Greetings all,

The casino contacted me outside the thread recently, and I am currently waiting for the casino's response and further details.

Once I have any news or updates, I will inform you about it here, or the casino will reply directly to the thread.

Thank you for your patience and understanding.

Dear sarij,

The casino informed me that they were unable to find any casino account related to the email address with which you submitted your complaint (s****a@icloud.com).

Please check it carefully and provide me with the following:

• The correct email address you used upon registration at the casino
• Since you provided my colleague Petronela with some screenshots earlier (email from the casino), but without any email address visible in the screenshots - forward the original email communication to my email address (branislav.b@casino.guru) - the best way would be if you could send it to me as an attachment (the email communication attached to a new email as a file), or share screenshots of the email with your (the recipient's email address) visible in the pictures

Thank you. Looking forward to hearing from you.

Hello,

I emailed you the information you requested

Thanks.

Thank you for your email, sarij. I am sorry for the delay.

I contacted the casino again with additional information, providing more details regarding the situation and your casino account. Hopefully, they will be able to identify your account according to the email conversation between you and the casino CS.

Setting the timer for the casino again, waiting for their response. As soon as I have anything relevant, I will inform you. Unfortunately, for some unknown reason, the casino does not comment on the thread, so the communication between me and them is taking place outside the thread.

Thank you for your patience and understanding.

Greetings,

Dear sarij,

Just an update - I received some details from the casino outside the thread, but it was insufficient to support the casino's claims and decision. Therefore, I requested further details and supporting evidence.

Now I am resetting the timer for the casino again, waiting for their email with the requested. I will inform you as soon as I receive anything relevant.

Thank you for your patience and understanding.

Dear sarij,

Unfortunately, we have not received sufficient/relevant evidence from the casino regarding supporting its claims and decision, and they basically informed us that they will not provide anything further and cooperate in resolving the matter. Therefore, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s safety index in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the responsible gaming authority - Kahnawake Gaming Commission (KGC), and submit a complaint to them (complaints@gamingcommission.ca) or ADR if the casino states any on its website. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. You can find more information about the regulator HERE and general information about complaint processes with regulators in our article HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime. Once it happens, you will be notified by email. However, it will be possible only after we receive all the necessary information and details/evidence we previously requested from the casino.

Best regards,

Branislav, Casino.Guru