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I was blocked after winning a significant amount of money. They assigned to me a profile that was not mine. I had previously deposited and withdrawn funds from the account that was blocked this week without any issues. However, when I won an amount of 27000, they blocked me with a fabricated reason of having another account. The blocked account has an email address that is tied to all of my cards and banks.

Заблокирован после выигрыша хорошей суммы, присвоили мне не мой профиль,на аккаунте которий заблокировали на этой неделе заводил и выводил средства, без проблем все было, когда выиграл сумму 27000 тис заблокировали,с выдуманной причиной ещё одного аккаунта, акаунт который заблокирован на нем адрес электронной почты который привязан ко всем картам и банкам

Dear d2006306,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?

If there’s any relevant communication, please forward it 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

Dear d2006306,

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.