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I have played this casino once and this was the specific time that I wanted to withdraw which was said available to do so, $550z

inhave submitted several documents that very much meet their requirements to be told that I have another account with them -(which I’m definitely not aware of let alone used)

I have only a single bank account and have checked for matching deposits etc definite that I have not ever played on the site before today.

they are withholding my winnings and refuse to tell me what the "other"account details are (although it’s mine and can warrant them holding my winnings)

please help!

Dear Amba,

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?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thank You for your assistance I’m yet to hear anything further about this case and when enquire am told to kindly wait while they process the withdrawal application. They are not acknowledging my duplicate account or responding to my request to know if this has been resolved….

Hi sorry I only have just seen your request for the information that follows

this wining earning was from originally yes a welcome first deposit bonus -and have completed the required play though.

A second account MAY have been possible a while ago with a different email and creating a second would be by accident and in my experience if it is the case of duplicate accounts the casino or site always picks up on it and stops you at that point of registration. So I’m annoyed that if they are so worried about this why allow it in the first place - I can’t find any evidence of this though- but I’m absolutely certain that I have not deposited to this website or played on it for real money before the said time of complaint

And no it is still not verified but let me deposit I uploaded several documents to get the verification before I even played my deposit but they shouldn’t have taken my money in the first place if this was their reason for running a flawed process

Thank you for your assistance and support i believe at this stage im now verified and able to withdraw funds which are still currently pending, but at least there is no longer a refusal and a huge amount of progress made in the right direction

I appreciate the service you provide at casino guru!

thank you!

Hi Amba,

I'm happy to hear that your account has been successfully verified now. Please let me know when you receive your winnings.

Looking forward to hearing from you.

Dear Amba,

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.

I thankfully received my funds not long after my last message so it was hard and lengthy to achieve but we got there in the end

am happy with the outcome thank you

however I am now no longer allowed to receive bonuses at all due to a decision made by the management. I most likely won’t play this casino again

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Amba, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru