Kære roysinha2005,
Mange tak for din klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål, så jeg kan forstå hele situationen.
Er der nogen chance for, at nogen fra din husstand eller bruger den samme IP-adresse også har oprettet en konto på dette casino?
Kan du fortælle, om du har bestået KYC-verifikationen?
Har du akkumuleret dine gevinster med eller uden en aktiv bonus?
Kan du forklare problemet med det forkerte navn i din casinoprofil? Havde du en andens navn på din profil, eller var det bare en lille tastefejl i dit rigtige navn?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd mange tak for dit svar.
Venlig hilsen,
Veronika
Dear roysinha2005,
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 advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
Can you please explain the problem with the incorrect name in your casino profile? Did you have someone else's name on your profile, or was it just a small typo in your real name?
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,
Veronika
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