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Dear Sir/Madam,

The casino is refusing to pay out my winnings because its internal system suspects that I have created a duplicate account.

This is not true.

Ironically, they have even verified and confirmed my account.

Unfortunately, they are unwilling to explain the reason for this suspicion and they are not responding to my emails.

Could you possibly assist me in proving that I only have this one account?

Guten Tag,

das Casino möchte mir mein Geld nicht auszahlen, weil das interne System mich verdächtigt einen Doppel-Account angelegt zu haben.

Das entspricht nicht den Tatsachen.

Ironischerweise hat man meinen Account sogar verifiziert und mich bestätigt.

Leider ist man nicht gewillt, mir mitzuteilen, weshalb dieser Verdacht aufgekommen ist, noch antwortet man mir auf meine Emails.

Können Sie mir evtl weiterhelfen, dass ich glaubhaft versichern kann, dass ich nur diesen Account habe?

Dear WolfUm59,

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?

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 WolfUm59,

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.

Hello,

excuse me.

In the meantime, the money has been paid out. Maybe it was just a false suspicion

Hallo,

entschuldigung.

Mittlerweile wurde ausgezahlt. Vll war es nur eine falsche Verdächtigung

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, WolfUm59, for your 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