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Hello, casino does not want to pay out and have frozen my account because of an alleged double account !!!

Got all the documents and then blocked my account!

None of my family, neither in the household nor with my IP an account in the casino!

Please help

Hallo, Casino will nicht auszahlen und haben mein Account eingefroren wegen angeblichen Doppelaccount !!!

Haben alles an Dokumenten bekommen und danach meinen Account gesperrt!

Keiner von meiner Familie keiner im Haushalt sowohl auch keiner mit meiner IP einen Account im Casino!

Bitte um Hilfe

Dear Mirella,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. I checked the General T&Cs and I found this:

"MULTIPLE ACCOUNTS

47. Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

48. In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts. ..."

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

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Mirella,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.