The player from Germany is facing difficulties withdrawing €750 after his account was locked, despite verifying his identity and fulfilling the wagering conditions of a wager-free bonus. He did not receive the payout after the account lock.
I played the first deposit bonus, which was wager-free and sick. I also complied with the basic conditions. I made my deposit as stated in the terms and conditions and continued playing. Then I eventually had €750, which was great, and then my account was blocked after I verified myself and made a withdrawal. Of course I didn't receive the withdrawal.
Greetings
Dominik Depp****
Hello DominikDE01,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinostars. Please allow me to ask you a few more question before we would move forward.
Looking forward to your answer.
Regards,
Nick
The inspection began on Saturday 21.09.
The process was not completed, my account was simply blocked.
The claim was that I didn't have just one account and therefore she would close my Koto.
But I've definitely never played on the site before.
Dear DominikDE01,
Have they provided any evidence of multiple accounts? Additionally, have you checked your emails to see if you previously had an account with them?
Please forward any communication between you and the casino on this matter to nikolas.b@casino.guru for further review.
I look forward to your response.
Kind regards,
Nick
I have sent them all the details by email.
I'll be happy to answer the questions again.
I have not received any reason/proof for the accusation. Only the email I sent them.
I definitely do not have another account on the casino site.
Kind regards
Dominik
Thank you DominikDE01 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi Tomas & Peter & Nick
We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.
Casinostars Team