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Hello [redacted],

We are contacting you regarding your withdrawal request of €1,000.00. Unfortunately, we had to reject it because, after a thorough review, we determined that your account is a duplicate account, which violates our platform's guidelines. Please refer to our Terms and Conditions.

2.19. You may only hold one account per player and register it personally. You may only open one account on the website we provide. If you attempt to open more than one account, all betting accounts you attempt to open may be suspended or closed, and all bets may be voided. STARSCREAM LTD. reserves the right to terminate any duplicate account at any time. Should you discover that you have more than one registered account, you must inform us immediately. Failure to do so may result in your account being blocked.

The amount has been deducted from your balance and adjusted to the original deposit, so you can now request a withdrawal.

Therefore, the administration has decided to permanently close your account.

Should you have any questions or require assistance with the withdrawal process, please contact our support team.

Thank you for your understanding.

Best regards,

Payments Cashier

I have never had a duplicate account.

Hallo [redacted],

wir wenden uns bezüglich Ihres Auszahlungsantrags in Höhe von 1.000,00 EUR an Sie. Leider mussten wir diesen ablehnen, da nach einer gründlichen Überprüfung festgestellt wurde, dass es sich bei Ihrem Konto um ein Doppelkonto handelt, was gegen die Richtlinien unserer Plattform verstößt. Bitte beachten Sie unsere Allgemeinen Geschäftsbedingungen:

2.19. Sie dürfen nur ein Konto pro Spieler führen und dieses persönlich registrieren. Sie dürfen auf der von uns bereitgestellten Website nur ein Konto eröffnen. Wenn Sie versuchen, mehr als ein Konto zu eröffnen, können alle Wettkonten, die Sie zu eröffnen versuchen, gesperrt oder geschlossen werden, und alle Wetten können für ungültig erklärt werden. STARSCREAM LTD. hat das Recht, jedes doppelte Konto jederzeit zu kündigen. Sollten Sie feststellen, dass Sie mehr als ein registriertes Konto haben, müssen Sie uns unverzüglich darüber informieren. Andernfalls kann dies dazu führen, dass der Zugriff auf Ihr Konto gesperrt wird.

Der Betrag wurde von Ihrem Guthaben abgezogen und an die ursprüngliche Einzahlung angepasst, sodass Sie einen Auszahlungsantrag stellen können.

Daher hat die Verwaltung beschlossen, Ihr Konto dauerhaft zu schließen.

Sollten Sie Fragen haben oder Hilfe beim Auszahlungsprozess benötigen, wenden Sie sich bitte an unser Support-Team.

Vielen Dank für Ihr Verständnis.

Mit freundlichen Grüßen,

Payments Cashier

ich habe nie einen doppelt Account gehabt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Piet1900,

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?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Could you please confirm 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. Thank you very much in advance for your reply.

Best regards,

Jean

Dear Piet1900,

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,
Jean
Casino.Guru