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My account was blocked for alleged "multi-account use" (Rule 3.1.2), and this is completely unfounded. I never opened or used a second account. I played normally, then won a significant amount – and immediately afterward, my account was suddenly blocked and the withdrawal refused. This seems anything but fair. That's why I'm writing here, because I want clarity and transparency. I want to receive my withdrawal, but I can't.

mein Account wurde wegen angeblicher „Multi-Account-Nutzung" gesperrt (Regel 3.1.2), und das ist komplett unbegründet. Ich habe niemals ein zweites Konto eröffnet oder genutzt. Ich habe ganz normal gespielt, dann einen größeren Betrag gewonnen - und genau danach wurde mein Konto plötzlich blockiert und die Auszahlung verweigert. Das wirkt alles andere als fair. Deshalb schreibe ich hier, denn ich möchte Klarheit und Transparenz. Ich möchte meine Auszahlung erhalten, das geht aber nicht.

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Dear Nazira123,

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 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 as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra