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Today, I deposited 15 Euros and used a bonus for it. I then won 180 Euros and wanted to withdraw it.

Subsequently, once the money had already been deducted from the player's account, I deposited another 20 Euros. I won another 120 Euros which I also wanted to withdraw.

Shortly after, my account was locked and I was accused of owning multiple accounts. However, this is not the case.

I only have one account, not several.

ich habe heute einmal 15 Euro eingezahlt und habe dafür einen Bonus verwendet. Ich habe dann 180 Euro erspielt und wollte diese auszahlen.

Im Anschluss als das Geld dann schon von dem Spielerkonto abgezogen wurde habe ich erneut 20 Euro eingezahlt. Erspielt habe ich wieder 120 Euro und wollte diese ebenfalls auszahlen.

Kurz darauf wurde mein Konto gesperrt und mir wird vorgeworfen das ich mehrere Konten besitze. Dies ist aber nicht der Fall.

Ich habe nur 1 Konto nicht mehrere.

Dear le111,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any possibility 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 passed the KYC verification before you lost access to your account?

Have you accumulated your second winnings with or without an active bonus?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My friend also had an account at this casino, but has not been able to access it for several months.

KYC was passed before the blocking and there were never any problems.

I also used a code for the second deposit to get an additional bonus.

However, both times I played with real money and wanted to pay out the money I earned.

When I made a block on my account, I noticed that the first amount of €180 had still been paid out. However, the second amount of €120 will no longer be paid out to me. Even several communications with the casino were unsuccessful.

Mein Freund hatte ebenfalls ein Konto bei diesem Casino, kann darauf aber bereits seit mehreren Monaten nicht mehr zugreifen.

KYC war vor der Sperrung bestanden, dabei gab es nie Probleme.

Auch für die zweite Einzahlung habe ich einen Code verwendet um zusätzlich einen Bonus zu bekommen.

Beide Male habe ich allerdings mit Echtgeld gespielt und wollte dieses erspielte Geld auszahlen.

Bei einem Block auf mein Konto habe ich bemerkt das der erste Betrag von 180€ noch ausgezahlt wurden. Der zweite Betrag von 120€ allerdings wird mir nicht mehr ausgezahlt. Auch mehrere Kommunikation mit dem Casino führte zu keinem Erfolg.

Thank you very much for your reply, le111. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear le111,

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.