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Hello,

My complaint is that i asked to close my account a few months back for gambling issues so they closed it and i know gambling issues are taken seriously with online casinos so i thought i could never open an account again but i managed to recently with just a different email but same device. I deposited $105 in the new account and was allowed to play but i also entered a World cup giveaway where you need to predict the score which i won and the amount was $200, i checked and did not receive the $200 so asked on chat and was told the team have excluded me from promotions so i would not get the winnings. So they let me open a new account and deposit but once i won something then they block me from getting my winnings.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the original account closure request that you sent to the casino, along with the casino's responses and confirmation that your account was closed? My email address is veronika.f@casino.guru.
• Was your first account fully verified?
• Did you provide any personal information when creating your second account? Have you completed the full KYC verification for the second account, or submitted any identity documents to the casino for verification?

Regarding the winnings confiscated by the casino, please note that we are unable to investigate this part of the complaint, as it relates to sports betting, which falls outside the scope of our complaint resolution process. However, we can investigate whether the casino failed to protect you as a previously self-excluded player, provided that the self-exclusion request and account history meet the relevant criteria.

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

Best regards

Veronika

Thanks Veronika will send you some info shortly.

Yes my first account was fully verified and the new one is not, for the new one only the email has to be verified for the account to be functional. i asked them for my deposits back $105 but they have since refused.

Thank you for your email.

Could you please forward me the original, uncropped account closure request you sent to the casino from your first account on 6 May, along with the casino's confirmation that your account had been permanently self-excluded? The screenshots you have provided so far do not contain all the information we need to investigate your case further.

You also mentioned that you signed up for the second time using a different email address. Did you enter your personal information immediately after registering, or only before requesting a withdrawal of your winnings?

Please also forward me all communication between you and the casino regarding the confiscation of your winnings from the second account. Please make sure to include the complete messages or email threads, rather than screenshots only.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tellz1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika