The player from Germany is facing issues with his withdrawal after his account was blocked, allegedly due to having a second account, which he states is a misunderstanding. He has provided the necessary verification for his deposit and seeks assistance in retrieving his outstanding winnings.
SlotsDJ Casino - Player’s account has been closed, hindering withdrawal.
Opened
Current status
Waiting for player to reply
6d 23h 5m 19s
SlotsDJ Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
Public
Public
20 hours ago
Translation
Hello, I deposited approximately €70, received the welcome bonus, played a bit (only slots), and wagered the bonus. My balance was €1300, but after the bonus wagering requirements were met, it was only €726 (due to the maximum win being 10x the deposit). I then verified my account and requested a withdrawal. The next day, I received a message asking me to verify my deposit, which I did, and it was successful. Then, the following day, I received a message stating that I had a second account there, and the day after that, my account was blocked. I explained to support that this was a misunderstanding, as I had lost access to my old account due to technical problems and no longer having access to my old email address. I hope you can help me get my outstanding withdrawal. I also have a screenshot of the entire withdrawal process.
Thank you
Automatic translation:
Public
Public
55 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
54 minutes ago
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.
- When exactly did you create your first account at this casino, and when was the last time you accessed it?
- Is your first account still accessible, or was it closed before you created your second account? If it was closed, could you please specify whether the casino closed it due to a breach of the Terms and Conditions, or whether you closed it yourself?
- When exactly did you create your second account at this casino?
- Before creating your second account, did you try contacting customer support to explain that you had lost access to your email address and were therefore unable to access your original account?
- Did you activate any bonuses on your first account as well?
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
