The player from Estonia has her account blocked and disputes the casino's claim of multiple accounts, stating she only has one. She requests confirmation regarding her pending withdrawal of €10,000, the status of her previous cancelled request for €7,403.75, and the balance in her account. She seeks clarification on the duplicate account allegations and how she can recover her funds.
Zeppelin Casino - Player's account is blocked and withdrawal is delayed.
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Waiting for Casino Guru to reply
3d 12h 9m 44s
Zeppelin Casino
Safety Index 6.9 Fresh casinoCase summary
Discussion
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1 week ago
Hello Zeppelin Support,
I dispute your allegation that I have multiple accounts. I have created and used only one account.
My account has been blocked, and I can no longer access my balance or verify the status of my latest withdrawal request for €10,000.
My previous withdrawal request was for €7,403.75 and was cancelled before I submitted the new request. Please investigate both transactions and provide written confirmation of:
Whether the €10,000 withdrawal request was successfully registered.
The current balance associated with my account.
The reason and evidence for the alleged duplicate account.
How and when my remaining funds will be paid.
Please escalate this complaint to your compliance and payments departments. I request a substantive written response addressing each point.
I dispute the allegation of multiple accounts and reserve my right to pursue this matter through independent complaint channels.
Kind regards
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1 week 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.
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1 week ago
Dear kkkkooo2100,
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.
Karla M.
