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Hello, on August 15, 22, I made a request to withdraw funds to Skrill. On 08/22/22 my withdrawal was canceled marked "Duplicate account - Risk review".

It's very strange because I don't have another account in this casino.

The account had already been verified before and there were deposits and withdrawals.

Здравствуйте, 15.08.22 августа сделал запрос на вывод средств на Skrill. 22.08.22 мой вывод средств был отменен с пометкой "Duplicate account - Risk review".

Это очень странно потому что у меня нет другого аккаунта в этом казино.

Аккаунт до этого уже был верифицирован и были депозиты и вывод средств.

Dear ovaaal,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear ovaaal,

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, we’re rejecting 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.