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Dear mohammadram,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to emphasize that creating more than multiple accounts from one device is prohibited by the vast majority of casinos.

Have you accumulated your winnings with or without an active bonus, please? Could you please advise if you have passed the verification?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

The account was opened but the account was not verified for me to withdraw the winnings. I sent the full pictures with all the receipts 3 times a week ago and they still want papers. My balance was 3500 and now 0 because I couldn't withdraw the winnings. I don't want to play on this site again.

Das Konto wurde eröffnet, aber das Konto wurde nicht bestätigt, damit ich die Gewinne abheben konnte. Ich habe vor drei Mal pro Woche die vollständigen Bilder mit allen Belegen gesendet und sie wollen noch Papiere. Mein Kontostand war 3500 und jetzt 0, weil ich konnte die Gewinne nicht abheben .Ich möchte nicht noch einmal auf dieser Seite spielen.

Thank you for your reply, mohammadram. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear mohammadram,

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.

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

The player can reopen this complaint anytime.