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So my account was closed because someone else registered with my data, so I am of the opinion because it is not true why does the casino not pay attention to it from the start and if they already notice the same name and born at the beginning They go through it and don't tell the man who has already registered the data right from the start, so I don't get my payout and my account is blocked because the casino didn't react immediately, it would be something else who you mean would have left an account and would have closed the account of the other, especially since I have submitted my documents and they have a proof of it really senseless.

Also mein konto wurde geschlossen weil sich jemand anderes mit meinen daten registriert hat da bin ich der meinung weil ich es nicht wahr warum achtet das casino da nicht von anfang an darauf und wenn es denen am anfang schon auf fällt gleicher name und geb. Warum lassen die es den da durchgehen umd sagen nicht von anfang an gleich das mann da die daten schon registriert hat so bekomme ich meine auszahlung nicht und mein konto ist gespert sinlos und das blos weil das casino nicht gleich reagiert hat es währe ja was anderes wen sie mein konto gelassen hätten und von den anderen das konto geschlossen hätten zumal ich ja meine unterlagen eingereicht habe und die einen beweis dafür haben echt sinlos einfach nur.

Dear Breidie,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers from this casino in the past? If there’s any relevant communication, please forward it to petronela.k@casino.guru. How long ago you have registered your account?

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

Best regards,

Petronela

I think February or March but I'm not quite sure

Ich glaube februar oder märz bin mir aber nicht ganz sicher

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours?

Well, neither my girlfriend nor doe children because I have set automatic fill-in in my mobile phone

Na endweder meine freundin oder doe kinder weil ich habe ja automatisches ausfülle im handy eingestellt

Do I understand correctly that you believe that nobody else from your family has registered an account from the same IP address as yours?

Dear Breidie,

Thank you for your feedback!

We would like to help you from our side to sort out the situation that has arisen. In order to check all the data, we need to know the number of your gaming account. We will check all the information and provide you with an answer

We are looking forward to your reply!

My player account number?

Nummer meines Spieler Kontos?

Dear Breidie,

Yes, you are right. We need your account number to check all the information

As soon as we get this number, we will check the situation that had arisen

We are looking forward to your reply!

Thank you very much, Breidie, for providing your account number. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Breidie,

I'm taking over your complaint. Let's wait for a reply from the casino.

Dear Breidie,

As we can see you've provided to us the number of your credit card but we need the number of your account

Also we can check all the needed information by providing your email address you registered with

Please specify the number of your account or the email address you registered with

We are looking forward to your reply!

Hi Breidie,

Has there been any progress?

Dear Breidie,

We checked the email address that you've provided us and found out that there is no such a registered user with the email address which you specified 

In such a case, in order to check the situation that has arisen, please provide us the number of your gaming account

We need to find your profile in our system that's why it is important

We are looking forward for your reply!

Well I still have the same e-mail address with 2 instead of 3 and a number

Na ich habe noch die gleiche E-Mail Adresse mit 2 anstatt die 3 und ihnen eine Zahl

Dear Breidie,

Do we understand correctly that you mean the correct email address: wweissdvd2@gmail.com?

Please, give us the correct email address so that we can check all the information

We are looking forward to your reply!

Dear Breidie,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.