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PLAYER*******

I want to verify my account and deposit my money. They say I have a duplicate. But I only play with the said account

PLAYER*******

Möchte Konto verifizieren und mein Geld einzahlen. Sie sagen ich habe ein Duplikat. Ich spiele aber nur mit besagten konto

Dear felixhemmer30,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Could be possible that there is someone else in the household who also plays this casino

They also send me offers every day so it can't be that I can't pay out

Könnte möglich sein das noch jemand im Haushalt ist der auch dieses Kasino spielt

Die senden mir auch jeden Tag Angebote dann kann es ja nicht sein das ich nicht auszahlen kann

Dear felixhemmer30, do I understand correctly that the documents you submitted were already provided by another player to the casino?

Is it possible that the multiple accounts were accessed from the same device?

Did you participate in casino games or sports betting?

Did you use a VPN?

Dear felixhemmer30,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.