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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

Hey, no one in my household has a casino account. No, I uploaded the documents, but then I would have been blocked after a few hours. No, I don't have any active bonuses.

Hey , nein in mein Haushalt hat keiner ein Account bei der Casino , nein ich habe die Dokumente hochgeladen aber dann würde ich nach ein paar Stunden gesperrt .. nein ich habe keine aktiven Bonus

Hello Nazira123,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, Nazira123.

• Can you specify when your account was blocked and when you made the withdrawal request?
• Do you have any evidence or documentation that supports your claim of not having a second account?
• Could you provide any additional communication you had with the casino regarding the case? 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.

Dear Nazira123,

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,
Petra
Casino.Guru