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I tried to withdraw my winnings got told I had to verify my account before I could withdraw this failed so spoke to them on live chat they eventually took my winnings away as they said I broke rules 9/10 on there terms and conditions. Saying I had duplicate accounts which I don’t the account I did have got closed by them 6 months ago I asked them to close it which they did I have emails to prove they closed it. I only have one active account currently so there is no reason for them to not pay my winnings.

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Dear Danstone9191,

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

To better understand your situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Did you open your current account using the same name and address as your old account?
• Could you please let me know the reason why your previous account was closed?
• Can you confirm the date when your previous account was closed, and do you have any documentation of this closure?

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

Best regards,

Jean

Hi my account has exactly the same name, address , mobile number on the account just my new email address is different.

I was spending to much money at the time so wanted them to close my account which I have emails from them confirming they closed my account

It was closed in October 2025

Thank you for the clarification.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please forward the complete email threads. Please do not send screenshots, but the original, uncropped email messages instead.

• your account closure request on October 2025
• casino's email on the blocking of your new account

Thank you for your assistance.

Dear Danstone9191,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru