The player from Germany encountered issues with their casino account, as it was mistakenly linked to another person who was banned. Despite having registered as a new user and providing valid identification, the casino claimed their details were blocked due to gambling addiction. The player requested assistance in resolving this misunderstanding and reopening their account. The Complaints Team extended the inquiry period for the player to respond, but due to a lack of communication from the player, the complaint was ultimately rejected.
Lex Casino - Player's account is mistakenly blocked.
Amount: €10
Lex Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 weeks ago
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1 month ago
Translation
Dear Casino Guru Team,
The management and system of these casinos are confusing me with another person who is banned by you.
I am not banned from these casinos. I recently registered with these casinos, which belong to Galaktika.NV.
They are telling me that my details are blocked due to gambling addiction.
For the past 14 years, I have been using only this email address. I do not have any other email account.
For the past 9 years, I have been using my phone number.
For the past 12 years, I have lived at the address shown on my ID card.
My email address, phone number, and residential address are not blocked by this casino.
My first name, last name, and date of birth seem to be blocked by this casino. There are billions of people in the world with my name and the same birthdate.
My ID number is clearly visible on my ID card.
It is impossible that I am banned by you because I registered as a new user. I have only been actively playing online casinos for one month.
Please help me resolve this issue. I do not want to be banned because of someone I am not and do not know. Please help me reopen my account.
I ask for your help. I am in a situation where I am innocent.
Automatic translation:
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1 month ago
Hello Sevencan,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lex Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- How much is your current real money balance in the casino?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Nick thank you for the quick reply
I am not verified in this casino
The casino only gives me the answer that my accounts are blocked because of gambling addiction
I have not requested a ban
I don't care if there is a credit on my account, the credit is not relevant for me
For me it is important why my accounts are blocked and why the casino administration decided this
It must be a misunderstanding
I only use the email address with which I am registered at Casino Guru
I have been using this email address for 14 years and I have no other email address
I have lived at the same address on my ID card for 15 years
I have been using my phone number for 9 years
I would like to mention again that I am not the blocked person in question
I am confused with a person who has my same first and last name and probably also my date of birth
I ask the casino and the administration to check my ID number and my address
I think this is the only way to check who this person really is
The ID number on my ID card will show that I am not the same person who is blocked by the administration
Through my residential address you can see that I am not the person who is blocked by you and your administration
I would like the administration of these casinos to compare these points
My home address and ID number will show that I am not the person you blocked
There are billions of people in this world I am not the only person who bears my first and last name
and I am not the only person who has a birthday on this day
If they go by that they have to block every 100th person
Therefore I would like you to pay attention to these points ID number and residential address
I have been playing actively in online casinos for 2 months
Maybe my data was used for fraud and without my knowledge someone registered with my official data and blocked me
I don't know so I want your help
I want to play I don't want to be banned
I do not have a gambling addiction
I play for fun occasionally
I can assure you and sign this
Best regards, Sevencan
Automatic translation:
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1 month ago
Translation
I have discovered another misunderstanding
I can not register in these casinos that belong to this license
Galaktika.NV
Dama NV
Hollycorn NV
Rabidi NV
In other casinos I can register and play
Example under this license I can register and play
Versus Odds BV
This license allows me to register and play
This must be a misunderstanding
I urgently ask for your help to solve this problem
I want to be able to play under any license
Automatic translation:
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1 month ago
Translation
If this license Versus Odds BV
Allowing me to play is a sign to me that I am not banned
There are other casinos that belong to Curacao license where I can register and play
So I don't understand why these licenses don't allow me to play
I play under licenses that belong to Curacao I even have verified accounts at some casinos that belong to Curacao license
That's why I don't understand this problem, that's why it's a big misunderstanding for me
And I wish to clarify this misunderstanding as soon as possible
Automatic translation:
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1 month ago
Dear Sevencan,
Could you kindly confirm if you have ever been self-excluded or banned from any online casino? Additionally, please clarify whether you had any real money balance in your Lex Casino account.
If there was no balance, the casino may close accounts without providing a specific reason, as they reserve the right to accept or decline players at their discretion. Unfortunately, if you are not eligible to register with certain groups, no one can change the casino's decision in this regard.
I recommend focusing on casinos where you are permitted to play.
If you believe that your personal details or documents have been misused, I would strongly suggest contacting the police.
Looking forward to your response.
Best regards,
Nick
