Zeppelin Casino - Player's account has been blocked.

Dear CasinoGuru Team,

​I am submitting a complaint regarding my blocked account at Zeppelin Casino (Email: hidden by Casino Guru).

​My account was suddenly blocked when I tried to log in, displaying an error message stating: "3.3 Duplicate Account".

​I would like to state clearly that I have only ever created and owned ONE single account on this platform. I have never opened any secondary or duplicate accounts.

​Furthermore, my account had already successfully completed the KYC verification process, and my identity documents were fully verified and accepted by the casino prior to this ban. Since my KYC was approved, the casino has already verified my unique identity and address.

​When I contacted customer support to request a manual review of my account, I received a template response stating that they cannot help and the ban cannot be lifted. When I replied explaining that my KYC was already approved and requested to escalate the case to the Risk/Security Department, they completely stopped responding to my emails.

​I believe this ban is a false positive triggered by an automated system (possibly due to dynamic IP address / mobile data / shared network).

​I am fully prepared to undergo any additional identity verification if required. I kindly ask CasinoGuru to help me get in touch with the casino management to manually review my case and restore my account.

​Thank you for your assistance.

​Best regards,

T. F.

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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.

• Is there any chance that someone in your household, or someone with whom you share an internet connection, has also created an account at this casino?
• Did you use any VPN, proxy, or other IP-masking service while accessing the casino website?
• Did you use any shared device to access your casino account?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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