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I have gone through all the required procedures and deposited a total of 4900 euros made in three installments - 2000, 2000, and 900. My winnings with this 4900 amounted to 13,900 euros. I attempted to withdraw it and was asked for card verification, everything was OK until then. But then I received a verification email informing me that my account has been closed without any explanation. Eventually they told me it was because I have multiple open accounts. However, by mistake I opened two accounts which I never managed to verify and on which I never deposited or withdrew any money. I was only allowed to withdraw the last deposit of 900 euros and they took the 13,000 euros win. Please help me retrieve at least my 4900 euros, which is the money I wired with the last deposits.

Ho eseguito tutte le vediche del caso ho un deposito di 4900 euro in 3 scaglioni 2000 2000 900. Compresi i miei 4900 ho fatto una vincita di 13.900 euro. Ho provato a ritirare e mi ha chiesto la verifica della carta e fin qui tutto ok, fino a quando ho ricevuto la mail di verifica con la risposta che il mio conto è stato chiuso senza alcuna spiegazione (in fine mi hanno detto perché ho vari conti aperti,ma per sbaglio ho aperto due conti che non sono riuscito neanche a verificare su cui non ho mai né depositato né prelevato soldi)mi viene data la possibilità di ritirare solamente l’ultimo deposito fatto quindi di 900 euro e inoltre si sono presi i 13.000 euro. Vi prego aiutatemi a recuperare almeno i miei 4900 euro che sono i soldi messi sul conto con gli ultimi depositi.

Dear Bertino00,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the casino's Terms and Conditions, and this is what I found:

9.       USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

Can you please explain why you created additional accounts in the casino? Have you activated any bonuses on these accounts?

Could you kindly specify when exactly you opened each of your accounts and when was the last time you logged into them?

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

I opened my last account, which is the one affected, two days ago, the other two were opened several days earlier but then immediately abandoned without even checking because once I left I didn't remember the credentials to return. I have never activated any bonus on any gaming account, I only deposited on the last account (always the one involved) without activating any bonus

Il mio ultimo conto che è quello interessato l’ho aperto due giorni fa, gli altri che sono due sono stati aperti diversi giorni prima ma poi subito abbandonati senza neanche fare la verifica perché una volta uscito non ricordavo le credenziali per rientrare. Non ho mai attivato nessun bonus su nessun conto gioco ho solamente depositato sull’ultimo conto (sempre quello interessato) senza attivare nessun bonus

Could you please provide more details about what you mean by forgetting your credentials? Specifically, did you forget the password to your account? Have you attempted to contact customer support or use the "Forgotten password" feature before creating new accounts?

Furthermore, when you filled out the registration form three times, did you use the same personal information, including your name, surname, address, and email?

Dear Bertino00,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.