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Blocked my account telling me that more accounts is opened with my details, disagree

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

Thank you in advance for your reply.

Best regards,

Kristina

Dear Jadwiga50,

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.

It was bonus , but was wagered , and winning was out amount of wagered bonus , reason of not paying is weird as first email was confirming withdrawal, have no acces to account anymore not sure about KYC verification

Thank you very much for your reply, Jadwiga50. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Jadwiga50,

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.