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I registered an account and before making a deposit, I was informed about suspected duplicate accounts. I was told that making a deposit would help verify my account.

I deposited funds in good faith, expecting account verification and normal access to my account. Instead, shortly after the deposit, my account was permanently banned for alleged duplicate accounts.

The casino refers to sections 3.3 and 3.4 of their Terms and Conditions regarding duplicate accounts. However, these clauses mention account restrictions, bonus cancellation, and permanent bans, but they do not clearly state that the casino can permanently withhold my personal deposit without refund.

I did not create false accounts or attempt any fraud. It is possible that the issue was caused by shared Wi-Fi or IP connection, but all account details and deposited funds were mine and legitimate.

I contacted support multiple times requesting either account verification or at least the return of my original deposit. Unfortunately, they keep sending the same repeated response without clearly explaining the legal basis for withholding my funds.

I am not asking for bonus funds or winnings. I am only requesting the return of my original deposit, which I made in good faith for verification purposes.

I would like the casino to either provide a valid legal basis for keeping my deposit or refund my money immediately. My deposit it was 60 PLN, but i won 250 PLN.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you registered at this casino more than once, or are you aware of having multiple accounts on this platform?
• Have you responded to the casino’s accusation regarding a duplicate account, particularly in relation to their request for a deposit to verify your account?
• Is there any possibility that someone from your household, or using the same IP address, may have also created an account at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear nikawu,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru