Dear JakiYT,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you kindly confirm if you used any VPN or IP-masking software to change your true location when accessing the casino website?
Is there any possibility that someone from your household or using the same IP address created an account in this casino?
Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?
Did you send any identity documents to the casino for verification? Have they been checked by the KYC department?
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
Dear JakiYT,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you kindly confirm if you used any VPN or IP-masking software to change your true location when accessing the casino website?
Is there any possibility that someone from your household or using the same IP address created an account in this casino?
Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports only?
Did you send any identity documents to the casino for verification? Have they been checked by the KYC department?
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