I perfectly understand that. Yet if you have no idea how your number and device were used without your notice under a second account you have never created, I believe we could not be of any help either. No matter what you ask, because we do not have the explanation. Sadly, I still see no way to find out.
To be clear there is absolutely no way that someone used my device it is impossible. I am not sure if the Casino really said that because Peter never made a topic out of that. I know that noone accesses my phone I have a passcode for that. That is one of the things that I am not sure because you always talk about the decive but Peter never made a topic out of it and especially the Casino never said anything about a decive match outside of Casino Guru. It always was only talked about a IP Match which could actually have occured.
I have been following these details all the time, and it is actually the reason why I keep saying that without other explanation of these matches, there is no way of successfully supporting other versions.
We won't go far with the saying We are sorry, but the player insists it is not possible for anyone else to use his/her mobile device, phone number, and same IP.
I also sent you the complaint post where Peter mentioned all the matches.
Now that is not true. Ofcourse it is possible that someone may have used my phone number as the person could easily enter any number wished. What would be impossible is for the person to verify the number or use my device. Also the IP match ofcourse is possible if the other person also used VPN.
The reason I said I suspect the Casino from manipulating evidence is in how they came up with the phone number match so late after basically losing the complaint. I do believe that the IP match actually happened caused by my VPN.
Was this message from Peter?
Hi.
The message was from Peter:
Not sure it is of any use now. I'm quite confident I understand pretty much everything you told me so far. And I hate to say the same again, but I just do not see what we can use to prove the casino wrong.
Yes that is the only time that got mentioned. I am still not sure if this was a mistake because there is no way that someone used my device. Again, ofcourse there can be evidence gathered I just need to understand the situation and that can easily be done by answering my mails.
I figured that out already. As I said, I saw the evidence of the same device and IP used. Which won't help neither of us to find out what happened.
So, in my opinion, Peter has reached the point where the case has been closed. I can hardly respond to you on his behalf. Many players tend to exchange emails after the case is over, but the sad truth is that the mediator truly has no time to provide additional support.
Has anybody got an email address for Santeda? Rolletto have locked my account with funds in there that I am not able to withdraw and I don’t know what to do.
Open a complaint on Casino Guru they will help you.
Hello,
Have you checked whether the casino sent you an email explaining the account closure, please? In my opinion, there is a fair chance the casino sent something. May I know what was the last thing you discussed with the casino?
In any case, the email I can find is [email protected]
Hi Paul I have done that but no response yet.
Ok it will take a few weeks to sort out it involves a lot of back and forth Radka should be able to help.
They take ages to respond
Yeah I submitted the complaint this time last week so been 7 days but still no response from the casino guru team regarding the complaint
I know its slow but if your in the right you win it
The casino sent has sent me various emails responding to me, none of which explain the account closure. This is the last thing they said:
Dear Lauren
I hope this message finds you well.
We wanted to inform you that your account is currently under investigation. We kindly ask for your patience and cooperation during this process. Please await further updates via email.
If you have any questions or concerns in the meantime, please feel free to contact us. We are here to assist you.
Thank you for your understanding.
I think they have thousands of cases to do but they reply eventually.
This was the first email that they sent to me last tuesday:
Dear Lauren,
Hope you are doing well!
We would like to kindly remind you that the company retains the authority to withhold certain information and may choose not to disclose it.
Therefore, we encourage you to review our terms and conditions for further details regarding this matter.
Unfortunately, this is the extent of the information we are able to provide you at this time. Thank you for your understanding.
If you have any questions or inquiries, please do not hesitate to contact us. We will be more than happy to assist you anytime.
Have a great day!
The casino sent has sent me various emails responding to me, none of which explain the account closure. This is the last thing they said:
Dear Lauren
I hope this message finds you well.
We wanted to inform you that your account is currently under investigation. We kindly ask for your patience and cooperation during this process. Please await further updates via email.
If you have any questions or concerns in the meantime, please feel free to contact us. We are here to assist you.
Thank you for your understanding.
I see, so I guess the investigation ended to your disadvantage. Well done, you filed the complaint. Through guides, we let players know that the process takes time because there are a lot of cases. Have patience, please. Each side has seven days to proceed.
I know the expectations are usually quite different, but as you can see, the team is completely overwhelmed:
There has never been such an amount, but I hope the mediators will help you out. Their doing their best.
I also think this short recap adds a context for the others:
"I contacted Rollettos support email and thier live chat option but just going round in circles with them. They have told me my account is under investigation for 6 months and that I will not receive any update until the 6 months is over which I think is ridiculous. I have around £2700 in my balance."
So, for some reason you have not passed AML investigation I'd say. 6 months? That's insane...
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