The player from Germany has been accused of opening multiple accounts. The winnings have been confiscated. We rejected the complaint because the player didn't respond to our messages and questions.
Hi because of multiple accounts, was not paid.
But you had always accepted my deposits, and then after the requested withdrawal that several accounts are prohibited.
Well I forgot my password or that I hadn't already registered.
Too bad you can't solve something like that in a timely manner.
Best regards
Dear Mark,
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. Have you registered another account in the past? If yes, were those two accounts active at the same time? Have you redeemed any promotional offer in this casino? I would also recommend checking our article about "Player verification and duplicate accounts": https://casino.guru/fair-gambling-codex-for-casinos#duplicate-accounts
„Most casinos only check for duplicate accounts as a part of the verification process, which is generally done when a player asks for a withdrawal. If a player wins something on one of their duplicate accounts, the winnings are generally annulled. In some cases, the initial deposits might be returned to the player if the casino believes the duplicate account was created by accident."
Lastly, if there’s any relevant communication, please forward it to my email address petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela