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Glitch clearly happend 3X during bonus

Dear Samspade11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incidents?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Email sent

Closed my account

Dear Andrew,

This is Tatum from Customer Support; I hope this email finds you well.

My sincere apologies to know that you are having this inconvenience.

Kindly be advised your account has been permanently closed and cannot be reopened again due to the breach of our number one our rule:

1. Only one account allowed per person, family, household, address, computer, network connection, IP address, and/or payment method.

https://help.betonline.ag/knowledge-base/betonline-rules/

Should you require any further assistance or additional information, please contact us by replying to this email or initiating a live chat.

Kind regards,

Do NOT Have more then one account

Thank you for the update. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

No chance

I believe I’m verified

It’s bull sh*t what they are saying

Thank you very much, Samspade11, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Samspade11 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetOnline Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Ok!

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 Samspade11, I was in contact with a casino representative and was told that it would be best to contact the casino customer support directly as they are now aware of your case. Please keep me updated about any further developments.

Thank you in advance!

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.