SpinVegas9 Casino - Se niega el retiro del jugador debido al reclamo de múltiples cuentas.

They deny me saying I have multiple accounts by saying the person referring me was actually me. But it was daughter and all she did was refer me and I said to them if I have multiple accounts won't both accounts be active as I know my daughter didn't play at all as all she did was refer me. That's what multiple accounts is not allowed so bonuses don't get abused. But my daughter account not been used and so I don't know how they can come to that conclusion and the bonus I claim was $2 as I deposited $20 and they gave 10% and first they said Clair was my other user account then change it too my referee. No proof at all I'm using both accounts just same last name is what really the only thing they have to assume it's multiple but I ask if I have 2 accounts why I not using other to claim bonuses. What purpose do I have or to gain from having second account that not being used.

Dear Indulgersoldier,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Does your daughter live in the same household as you?

Has your daughter used the same device as you (computer, mobile phone, tablet, etc.) to access her casino account?

Has your daughter claimed any bonuses from the casino?

Have you and your daughter used the same payment method to deposit into the casino?

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

Best regards

Veronika

No she doesn't live in the same household as she stays with her mother. The answer is no for all your following questions

Thank you for your reply.

Has your daughter ever used the same device as you to access her casino account? Has she logged into her account from your household using the same internet connection as you?

No never used same device or same internet

Thank you for your response. Before we invite the casino representative to join this complaint thread, please forward me all the relevant communication between you and customer support regarding the accusations of having multiple accounts to my email address, veronika.l@casino.guru. Additionally, kindly include any other evidence that could be important for the investigation. Thank you for your cooperation, and I look forward to assisting you further.

I will wait for their response first as I don't think they will but if they do i will gather all my evidence

Thank you for your reply. Have you received any response from the casino yet? Please let me know so that we can continue with the investigation. I am looking forward to assisting you soon.

Dear Indulgersoldier,

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.