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Hi durung the process of my withdrawals the casino said i have tried to create more accounts which is in breach of casino rules but i HAVE NOT tried to create more accounts so they have cut me off i have said this must be a glitch in there system but they are not having none of it i would like your help please

Dear Consi89,

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? Have you redeemed any promotional offers in this casino in the past?

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

No nobody else from my family has tried to open any accounts. They claim i tried to open 2 more accounts on the 21st of January 2022 at about midday but i already told them i was at work so would not of had a chance to do so but

i wouldnt anyway this is the proof they showed me but i think its a massive gltch

I just dont think they want to pay me my winnings so they made this up so they could block me and decline my winnings. Thank you for your help in advance

Could you please advise when exactly you've created your account? Were your winnings accumulated with or without an active bonus?

Dear Consi89,

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 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.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the casino:

"Good day

Let's try to solve this issue in a good way.

Can you provide your player ID please?"

Dear Consi89,

Could you please advise? Thank you in advance.

Dear Consi89,

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 rejecting this case again 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.