The player from Germany wanted to verify his account and withdraw funds but faced issues due to being labeled as having a duplicate account. He insisted he only used the mentioned account. The Complaints Team attempted to gather more information and extended the response time; however, the player did not respond to inquiries. As a result, the complaint was rejected due to insufficient information for further investigation.
Snatch Casino - Player faces account duplication issue.
Amount: €25,000
Snatch Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
PLAYER*******
I want to verify my account and deposit my money. They say I have a duplicate. But I only play with the said account
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear felixhemmer30,
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.
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 that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 months ago
Translation
Could be possible that there is someone else in the household who also plays this casino
They also send me offers every day so it can't be that I can't pay out
Edited
Automatic translation:
Public
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3 months ago
Dear felixhemmer30, do I understand correctly that the documents you submitted were already provided by another player to the casino?
Is it possible that the multiple accounts were accessed from the same device?
Did you participate in casino games or sports betting?
Did you use a VPN?
