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I had an account that was blocked before I opened the other account because corrosive white my name and date of birth were wrong even though I know for a fact that I entered them correctly. That's why I blocked it. After days of delaying the payment, they blocked my other account with the accusation that it was either under a wrong name or because of multiple accounts, what can I do.

Ich habe ein Konto gehabt was bevor ich das andere Konto eröffnet hatte gesperrt hatte weil korrioser weiße mein Name und Geburtsdatum falsch waren obwohl ich genau weiß das ich sie richtig eingetragen hatte. Deshalb habe ich es gesperrt. Nach Tage langem hingehalten bei der Auszahlung haben die dann mein anderes Konto gesperrt mit dem Vorwurf entweder unter falschen Namen oder wegen mehreren Konten was kann ich machen.

Dear Littlean13071,

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

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? Were those two accounts active simultaneously? Have you redeemed any promotional offers in your second 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

The reason was that my date of birth and my name were wrong in my profile and I know for sure that I entered it correctly. I had already written to the soport that he should change that, but I had to submit this again even though I had already identified my account beforehand and everything was correct because I had a copy of my ID and my bank card and home address.

Der Grund war das mein Geburtsdatum so wie mein Name falsch im meinen Profil standen und ich genau weiß das ich es richtig eingetragen hatte . Ich hatte auch schon den soport angeschrieben das er das ändern solle aber da sollte ich dieses noch Mal einreichen obwohl ich ja mein Account davor schon identifiziert hatte und alles gestimmt hatte weil hatten ja Ausweis Kopie und meine Bank Karte und Wohnadresse .

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Who advised you about incorrect personal details registered with your first account?

I got it myself because I look at my profile from time to time. I would like to send you details about it, but I can get into the 2 more accounts that are blocked. Sorry.

Ich habe es selber mit bekommen weil ich ab und zu auf mein Profil schaue. Ich würde ihnen ja gerne Einzelheiten darüber schicken aber ich komme in der 2 Accounts mehr rein die sind gesperrt. Tut mir leid.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? I'm specifically interested in those emails when you tried to fix the personal details of your first casino account.

Can't get into my accounts anymore

Geht nicht mehr komme da nicht mehr in meine Accounts

I requested the emails that you have sent, Littlean13071. Thank you in advance.

I know that my e-mail address kleene1307@freenetmail.de and my other auccont with kleene.af@gmail.com that was already blocked before I got into the other account

Ich weiß das meine e-mail Adresse kleene1307@freenetmail.de und mein anderes auccont mit kleene.af@gmail.com das war schon gesperrt bevor ich in den anderen Account gewonnen hatte

I'm afraid that due to a language barrier we run in circles. Could you please forward any relevant communication between you and the casino that would prove that you have tried to fix your personal details? My email address is petronela.k@casino.guru. Thank you very much in advance.

Thank you, Littlean13071, for your email. I understood that your account has been blocked due to incomplete KYC verification. Sadly, if you struggle to verify your personal details with the ones that you submitted when registering the casino account, it is very difficult, even impossible, for us to help you. Please understand that players are obligated to provide correct personal data.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Littlean13071,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.