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Won $2k AUD after depositing (no bonus applied) and tried to withdraw and theyve locked my account saying I have multiple accounts which is false! Very unhappy with this site

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Dear Gambler1999,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No there is 0% chance that someone in my household has made an account at this casino, I hadn’t passed the KYC requirements but they haven’t mentioned anything about it they just keep going on about this "duplicate account" that I don’t have. No this was accumulated without an active bonus, genuinely won it from my original deposit without taking a bonus

Thank you for your response.

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Also, please forward me all the communications between you and the casino customer support regarding the accusations made against you at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts. I appreciate your cooperation.

Dear Gambler1999,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru