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My account was suspended for alleged multiple accounts, however I only have one account and no one else in my household has an account.

Mein Account wurde wegen angeblichen mehreren Accounts gesperrt, jedoch besitze ich nur ein Konto und niemand anderes aus meinem Haushalt besitzt ein Konto.

Dear Xariox, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I see that you set the dispute value to €0. Could you please clarify if the casino confiscated any funds due to these allegations?

Is there any chance that you had an active account somewhere in the past, or that someone using the same IP address as you has also created an account at this casino?

Looking forward to hearing from you.

Best regards, 

Kristina

No funds were not confiscated, I have been a verified member for a long time and was also active in a public wifi at the casino. I don't know if anyone has an account there, but I definitely only have one account and have never logged into another one and have never created a second account.

Nein Gelder wurden nicht beschlagnahmt, ich bin schon länger verifiziertes Mitglied und war auch mal in einem öffentlichen wlan beim Casino aktiv. Ob da jemand auch einen Account hat weiß ich nicht, aber ich habe definitiv nur einen Account und mich auch nie in einen anderen eingeloggt und auch nie einen zweiten Account erstellt.

Thank you for your reply, Xariox. I would like to emphasize that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If the casino paid out all the winnings and/or no funds are being held in players' accounts, I’m afraid, there’s not much we can do for you.

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. Thank you in advance for your reply and understanding.

Dear Xariox,

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.