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I played for a no deposit bonus, when I was denied a vip payment from the grail, I was accused of more than one registration from my IP address, but I did not register and the smartphone from which I played belongs only to me.

Я играла на бездепозитний бонус, когда я его от грала мне отказали в виплате, обвинили в том что с моего ай пи адреса била не одна регистрацию, но я не регистрировался и смартфон с котрого я играла принадлежит только мне.

Dear Галина,

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 neighbors has opened an account from the same IP address or device as yours?

Have you redeemed any promotional offers in this casino previously? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Dear Галина,

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

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

The player can reopen this complaint anytime.