FS Casino - A conta do jogador foi bloqueada devido a uma solicitação duplicada.

Good morning. I've had this situation... When I requested a withdrawal, my account was blocked. The support staff claimed I had a duplicate account, which is untrue. There may have been an error during registration, which I absolutely don't recall. I also have the FS Casino app. My email address and phone number are confirmed. Deposits haven't had any problems. When I asked for proof of my supposedly second account, I'm constantly notified, only that it's a duplicate. I'm certain I don't have any other FS Casino accounts other than the one at [redacted] and the phone number [redacted]. I've been demanding proof of this supposedly second account from the casino, but I haven't received a response. I'd like to stay at this casino because of the fast deposits, the game providers have a lot of them, and the great bonuses. Please help me restore the only account I have registered with the email address. Now, even after the block, I don't know what my account ID is. FS Casino sent me two ID numbers. Perhaps I'll leave you with ID [redacted] and ID [redacted]. PS. I should add that I have accounts at twin casinos, e.g., www.VulkanVegas, VerdeCasino, iceCasino, FieryPlay. And I have no problems there. Thank you in advance for your help.

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Dear MDrzewko,

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 fully understand the situation.

• 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 confirm if you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

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

Best regards,

Jean

Here are my answers: 1. No, there's no way someone could have used an IP address to create an account. 2. I haven't been verified yet; this usually happens on the first withdrawal; I haven't even had time to confirm my identity. 3. The winnings came from a real money deposit. 4. I created the account on June 16, 2026, and it was blocked on July 6, 2026.

Oto moje odpowiedzi: 1. Nie, nie ma mowy, żeby ktoś użył adresu IP do założenia konta. 2. Nie zostałem jeszcze zweryfikowany; zwykle dzieje się to przy pierwszym wycofaniu; nie miałem nawet czasu potwierdzić swojej tożsamości. 3. Wygrana pochodziła z depozytu w postaci prawdziwych pieniędzy. 4. Konto założyłem 16 czerwca 2026 roku, a zostało zablokowane 6 lipca 2026 roku.

Thank you very much for your reply, MDrzewko.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

Of course, all correspondence has been sent

Oczywiście cała korespondencja wysłana

Dear MDrzewko,

After carefully reviewing the correspondence you provided, I regret to inform you that we are unable to continue supporting your complaint and must reject it as unjustified.

At the beginning of the complaint, you stated that you were certain you had only one FS Casino account and requested that the casino prove otherwise. However, the email correspondence later shows that you acknowledged multiple accounts had likely been created during unsuccessful registration attempts using different email addresses. You explained that this was not intentional and that you were unaware those registration attempts had actually resulted in accounts being created.

I appreciate your explanation and have no reason to believe that you deliberately attempted to abuse the casino's system. However, from the available evidence, it appears that multiple accounts were indeed registered using your personal details, regardless of whether this occurred intentionally or due to registration issues.

Unfortunately, most online casinos enforce a strict one-account-per-player policy. While your explanation may provide context for how the situation occurred, it does not change the fact that multiple accounts existed. We also do not have sufficient evidence to conclude that the duplicate accounts were created because of a technical malfunction on the casino's registration page rather than the registration process itself.

For these reasons, we cannot reasonably argue that the casino acted unfairly by applying its multiple-account policy. As a result, we are unable to pursue this complaint further and must close it as rejected.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for. Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance.

If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Jean