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My account was blocked due to failed verification. When i contacted the site, they stated i made a violation my having multiple accounts. But i don’t have 2nd account other than mine. The misunderstanding has happened as i helped my friend use my mobile to put a bet on a match. And login details and user are completely different with government id proof. Still without right investigation, my account was blocked and all my amount is with held. I am ready to give any evidence casino wants to proof i don’t hold multiple accounts

Dear sworup93,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with your account being blocked due to failed verification.

To assist you effectively, could you please provide us with some additional information?

• Could you please advise if your account was successfully verified in the past?
• It would be helpful to understand if there were any specific instructions or requests from the casino regarding providing evidence to prove that you do not hold multiple accounts. If so, have you already provided this evidence, and if not, are you willing to do so?

Your cooperation in providing these details will help us investigate and work towards a resolution. If there are any relevant communications or documents you would like to forward to us, please feel free to send them to 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

Hi Petronela,

yes my account was successfully verified in past with both face id , aadhar, phone number and email all verifications done successfully

Hi sworup93,

• Am I correct in understanding that you logged into your friend's casino account from your own device?
• If you've previously completed successful verification, could you please send the confirmation to petronela.k@casino.guru?

Thank you.

Dear sworup93,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.