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My account was blocked for alleged "multi-account use" (Rule 3.1.2), and this is completely unfounded. I never opened or used a second account. I played normally, then won a significant amount – and immediately afterward, my account was suddenly blocked and the withdrawal refused. This seems anything but fair. That's why I'm writing here, because I want clarity and transparency. I want to receive my withdrawal, but I can't.

mein Account wurde wegen angeblicher „Multi-Account-Nutzung" gesperrt (Regel 3.1.2), und das ist komplett unbegründet. Ich habe niemals ein zweites Konto eröffnet oder genutzt. Ich habe ganz normal gespielt, dann einen größeren Betrag gewonnen - und genau danach wurde mein Konto plötzlich blockiert und die Auszahlung verweigert. Das wirkt alles andere als fair. Deshalb schreibe ich hier, denn ich möchte Klarheit und Transparenz. Ich möchte meine Auszahlung erhalten, das geht aber nicht.

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Dear MariaBaier93,

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?

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

Best regards,

Veronika

I actually created an account a long time ago, but I had it blocked myself back then. Later, I opened this current account, and now it's been blocked. I'd completely forgotten about the old account and, to be honest, didn't realize I wasn't allowed to create a new one. It was a complete misunderstanding.

Ich habe vor langer Zeit tatsächlich schon einmal ein Konto erstellt, aber ich habe es damals selbst sperren lassen. Später habe ich dieses aktuelle Konto eröffnet und jetzt wurde es gesperrt. Ich hatte das alte Konto völlig vergessen und wusste ehrlich gesagt nicht, dass ich kein neues erstellen darf. Das war wirklich ein Missverständnis.

Thank you for the information. Could you please specify when exactly you registered at this casino for the first time and when exactly you closed this account? Did you close your account normally, or did you request self-exclusion due to gambling-related issues?

When exactly did you register your most recent account at this casino?

Have you passed the full KYC verification in any of your accounts?

Dear MariaBaier93,

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 just wanted to let you know that this complaint is no longer relevant. I was in contact with support the whole time, and after a re-evaluation, it turned out that it was indeed an error. The funds have been refunded to my new account. Even though it all cost me a lot of time and nerves, it was worth the effort in the end.

Ich wollte nur mitteilen, dass diese Beschwerde inzwischen nicht mehr aktuell ist. Ich war die ganze Zeit mit dem Support in Kontakt und nach einer erneuten Überprüfung stellte sich heraus, dass es tatsächlich ein Fehler war. Mir wurden die Gelder auf mein neues Konto zurückgebucht. Auch wenn mich das alles viele Nerven und viel Zeit gekostet hat, war es am Ende die Mühe wert.

Dear MariaBaier93,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika

Casino.Guru