The Boss Casino - Player's withdrawal is declined due to account duplication.

Declined my withdrawal and here's the email they sent "Hi,

We would like to inform you that your redemption request has been declined due to the detection of a duplicate account, which is a violation of our Terms and Conditions.

However, as a gesture of goodwill and in the interest of maintaining our business relationship, we are willing to retain your account.

Please note that all winnings associated with the duplicate account will be forfeited.

We appreciate your understanding and cooperation. Should you have any questions or require further clarification, please feel free to contact us.

Thank you.

Best regards,". I don't have any more than the one account.

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Stay safe.

Dear Bandito,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Dear Bandito,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have completed KYC on this account and only this account, I have also made deposits , this is the first time I have tried to redeemed. This is the only account I have ever played on. If there was nother account you should see there hasnt been any activity on it. Why didnt it show up on my kyc ?

Dear Bandito,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Dear Bandito,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru