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I lost access to my account immediately after trying to change my payment method. I've already sent five emails and am only receiving automated replies. There's money in my account, and no one is helping me get it back. This is unacceptable.

Ich habe direkt nach dem Versuch, meine Zahlungsmethode zu ändern, den Zugang zu meinem Konto verloren. Ich habe bereits fünf E-Mails geschickt und erhalte nur automatische Antworten. Dort befindet sich Geld, und niemand hilft mir, es zurückzubekommen. Das ist inakzeptabel.

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Dear kaalaris9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding access to your account at the casino.

Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Did you pass the verification before you lost access to the account?
• What specific payment method were you trying to change to when you lost access?
• Have you received any specific error messages while trying to access your account?
• Could you please provide any communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Best regards,

Petra

I accidentally made a mistake when adjusting my limits. I was actually having trouble with my self-exclusion limit and must have clicked something wrong, which temporarily blocked me. I'm really sorry for this misunderstanding.

The period has now expired, and I have full access to my account again. While I was changing the limits on the site, I was simultaneously testing deposits in another tab and didn't immediately understand what had happened. Everything is back to normal now.

Ich habe versehentlich einen Fehler verursacht, als ich meine Limits angepasst habe. Ich hatte tatsächlich Probleme mit meinem Self Exclusion Limit und habe wohl etwas falsch geklickt, sodass ich mir kurzfristig eine Sperre gesetzt habe. Es tut mir wirklich leid für dieses Missverständnis.

Der Zeitraum ist inzwischen abgelaufen und ich habe wieder vollständigen Zugriff auf mein Konto. Während ich die Limits auf der Seite geändert habe, habe ich gleichzeitig in einem anderen Tab Einzahlungen getestet und nicht sofort verstanden, was genau passiert ist. Jetzt ist alles wieder in Ordnung.

We'd like to inform everyone following this case that the issue was resolved.

Dear kaalaris9,

Thank you very much for the update and for clarifying the situation. I’m very glad to hear that your issue has been resolved. I will now mark the complaint as resolved in our system.

Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.

Best regards,

Petra