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I'm being accused of having a duplicate account. However, I verified my account shortly after registering and then deposited a good €2,000. I then wanted to withdraw my winnings of approximately €1,000. I was told that I supposedly have a duplicate account, and my account was simply blocked. If that's really the case, why wasn't I informed after my verification, and why was I allowed to deposit so much money? I was only notified when I tried to withdraw. They're keeping both my winnings and the cryptocurrencies I deposited.

They advertise with "No KYC," but you still have to verify your identity. What's the point?! Steer clear of this casino.

Mir wird vorgeworfen, dass ich ein Doppel Account habe. Ich habe mich jedoch kurz nach Registrierung verifiziert daraufhin gut 2000 € eingezahlt. Ich wollte daraufhin meinen Gewinn in Höhe von circa 1000 € auszahlen. Mir wurde erzählt, dass ich angeblich einen Doppel Account habe und mein Account wurde dann einfach gesperrt. Sollte den wirklich so sein wieso werde ich dann nicht schon nach meiner Verifizierung in Kenntnis gesetzt und wieso darf ich dann so viel Geld einsetzen? Erst bei meiner Auszahlung werde ich darüber in Kenntnis gesetzt. Sie behalten sowohl mein Gewinn als auch die eingezahlten Kryptos zurück.

Zu dem werben sie mit Ohne KYC, ma muss sich jedoch trotzdem verifizieren. Wo ist der Sinn?! Macht einen großen Bogen um das Casino

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Dear vincentramm17,

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 fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Do I understand correctly that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

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

Best regards,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vincentramm17,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean