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I have been registered with the casino since October 25, 2025; the KYC verification is fully completed. Since registration, I have successfully made several deposits and withdrawals.

On December 1, 2025, I received an email informing me that the website would be transferred to its new owner, EME LLC, on December 8, 2025. This email stated that my account, including any balance, would be automatically transferred on December 8, 2025, unless I objected to the transfer by that date. I did not object by that date.

Between December 15, 2025 and December 20, 2025, I initiated three payouts, each of which was successfully processed.

On December 22, 2025, I received another request to submit KYC documents. I was asked for my ID card, proof of address, and a selfie holding my ID card. I uploaded the requested documents to my account on December 22, 2025.

On December 27, 2025, I made a deposit because the cryptocurrency payment method was unavailable at that time. A subsequent withdrawal request was rejected. According to the information in my account, the withdrawal should instead be made to a bank account.

On January 3, 2026, I filed an objection against the rejected payment.

On January 5, 2026, I received an email stating that my account had been closed due to an alleged duplicate account, in accordance with section 5.4 of the Terms and Conditions. I filed an objection to this decision on the same day. Also on January 5, 2026, I received the explanation that the alleged duplicate account had been detected using the same IP address.

I hereby request that you immediately reactivate my account and allow the disbursement of my full balance, or process any previously rejected disbursements without delay. Alternatively, should you persist with the account closure, I demand the full disbursement/refund of all amounts held in the account. Furthermore, please provide me with a clear and written explanation of the basis for the allegation of a "duplicate account" (e.g., specific dates/time periods, technical evidence) and how it has been ensured that a shared IP address did not arise through normal circumstances (e.g., mobile network, router change, VPN, public Wi-Fi, home network).

Ich bin seit dem 25.10.2025 bei dem Casino registriert; die KYC-Verifizierung ist vollständig abgeschlossen. Seit der Registrierung habe ich diverse Ein- und Auszahlungen erfolgreich durchgeführt.

Am 01.12.2025 erhielt ich eine E-Mail mit der Mitteilung, dass die Seite zum 08.12.2025 auf den neuen Eigentümer EME LLC transferiert wird. In dieser E-Mail wurde angegeben, dass mein Account inklusive Guthaben am 08.12.2025 automatisch übertragen wird, sofern ich dem Transfer nicht bis zu diesem Datum widerspreche. Einen Widerspruch habe ich bis zu diesem Zeitpunkt nicht eingelegt.

Im Zeitraum vom 15.12.2025 bis 20.12.2025 habe ich drei Auszahlungen veranlasst, die jeweils erfolgreich ausgezahlt wurden.

Am 22.12.2025 erhielt ich eine erneute Aufforderung zur Einreichung von KYC-Dokumenten. Gefordert wurden Personalausweis, Adressnachweis sowie ein Selfie mit Personalausweis. Ich habe die angeforderten Dokumente noch am 22.12.2025 in meinem Konto hochgeladen.

Am 27.12.2025 tätigte ich eine Einzahlung, da das Krypto-Zahlungsmittel zu diesem Zeitpunkt nicht verfügbar war. Eine anschließend beantragte Auszahlung wurde abgelehnt. Laut der Information in meinem Account sollte die Auszahlung stattdessen auf ein Bankkonto erfolgen.

Am 03.01.2026 habe ich gegen die abgelehnte Auszahlung Widerspruch eingelegt.

Am 05.01.2026 erhielt ich eine E-Mail, dass mein Konto aufgrund eines angeblich doppelten Accounts gemäß AGB-Punkt 5.4 geschlossen worden sei. Gegen diese Entscheidung habe ich noch am 05.01.2026 Widerspruch eingelegt. Ebenfalls am 05.01.2026 erhielt ich als Begründung die Aussage, der angebliche doppelte Account sei über dieselbe IP-Adresse festgestellt worden.

Hiermit fordere ich Sie auf, mein Konto umgehend wieder freizuschalten und die Auszahlung meines vollständigen Guthabens zu ermöglichen bzw. bereits abgelehnte Auszahlungen unverzüglich zu bearbeiten. Hilfsweise fordere ich die vollständige Auszahlung/Erstattung aller auf dem Konto befindlichen Beträge, sofern Sie an der Kontoschließung festhalten. Bitte teilen Sie mir außerdem nachvollziehbar und schriftlich mit, auf welcher Grundlage der Vorwurf eines „doppelten Accounts" erhoben wird (z. B. konkrete Daten/Zeiträume, technische Nachweise) und wie sichergestellt wurde, dass eine gemeinsame IP-Adresse nicht durch normale Umstände (z. B. Mobilfunk, Router-Wechsel, VPN, öffentliches WLAN, Haushaltsnetz) entstanden ist.

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 Iri4s,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered.

To better understand the situation and assist you effectively, could you please clarify the following:

• Is there any possibility that someone from your household, or someone using the same IP address, has also created an account at this casino?
• Can you confirm the exact message or reason provided regarding the duplicate account allegation?
• Were your winnings accumulated with or without an active bonus?

Your responses will help us review your case thoroughly and work toward resolving the matter as quickly as possible.

Thank you very much in advance for your cooperation. I look forward to your reply.

Best regards,

Petra

Hallo Petra,

ich wohne alleine, halte es für ausgeschlossen dass jemand dieselbe IP-Adresse verwendet.

Folgende Email habe ich erhalten:

Dear User,

We have identified multiple accounts originating from the same IP address. Please note that these duplicate accounts are not a result of the recent website migration.

As outlined in Section 5.4 of our Terms and Conditions—Single Account Policy—each individual is permitted to maintain only one account with our Service. Duplicate accounts, whether connected by individual, household, IP address, payment method, shared device, or related parties, are strictly prohibited.

Consequently, the funds associated with these duplicate accounts have been confiscated. We appreciate your understanding in this matter.

Please be advised that we reserve the right to close duplicate accounts, cancel any related bets, and forfeit any winnings or bonuses.

Thank you for your attention.

Ich habe dort ohne einen Bonus gespielt.

VG

Thank you for your reply and for providing the previous details, Iri4s.

• Can you clarify which payment method you used for your previous withdrawals and any issues faced with it?
• Could you provide any additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

I have always used Ethereum (crypto) as a payment method and there have been no problems with it.

I will send you further documents/communication materials via email.

Thanks for your help and best regards

Hallo Petra,

Ich habe immer Ethereum (Krypto) als Zahlungsmethode genutzt und diese da gab es keine Probleme. 

Weitere Belege/Kommunikationsunterlagen schicke ich dir per Email.

Danke für deine Hilfe und viele Grüße

Dear Iri4s,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello there,

Thank you Iri4s for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Weltbet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

PeterDear Iri4s,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Anjouan Gaming Authority and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so through the validator on the casino website. I am sorry I could not be of more help on this occasion.

Best regards,

Peter