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They said I had multiple accounts I want the money to go on the account that I have made the first time if I have the email still I been waiting on a response kno one has email me back yet

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Dear Denise31,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing regarding the accusation of multiple accounts and the lack of response from the casino.

To better understand the situation and see how we can assist you, could you please provide a few additional details:

• Can you confirm whether you ever created or used more than one account at this casino, even unintentionally?
• On which date did the casino inform you about the alleged multiple accounts, and was this communicated by email or another channel?
• Is your account currently active, restricted, or closed?
• You mentioned having the original email — could you please forward any relevant communication you have received from the casino, including that email, to us?

If possible, please send all related emails, screenshots, or other evidence directly to petronela.k@casino.guru so we can review them in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution. Understanding the timeline and the casino’s reasoning is essential if we are to assess whether their actions were justified.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I didn’t kno I had multiple accounts with the casino I email them on 31st I deposit my own money on there casino it’s wasn’t free play they don’t even have a live chat in this was my first time playing on there casino I still haven’t heard anything back

Hi Denise31,

Thank you for your message and for the clarification.

To be able to properly review your case and assess whether the casino’s accusation of multiple accounts is justified, I need to clarify a few important points with you:

Account creation date

• Do you remember when you created this account (approximately the date or month)?

Multiple-accounts accusation

• How exactly did the casino inform you about the alleged multiple accounts? If you have any email or message mentioning this accusation, please forward it to petronela.k@casino.guru.

Gameplay conditions

• Did you accumulate any winnings, and if so, were they made with or without an active bonus (welcome bonus, free spins, or any promotion)?

These details are essential for us to understand the situation and determine whether we can contact the casino on your behalf.

Thank you.

No I don’t remember making the account in no it wasn’t kno free bonus I but my own money on there once I won the money I went threw verification after I did my verification they temporary locked my account I still haven’t heard anything from them

Hi Denise31,

Thank you for the update.

To make sure we have solid and complete arguments when reviewing the casino’s claim about multiple accounts, I need to clarify one more important point with you:

• Have you ever used any other email address to register or play at online casinos in general (even years ago or just once)?
• If yes, could you please check those email inboxes (including spam/junk folders) to see whether there is any registration or communication from this casino under a different email address?

We are asking this only to be absolutely certain, as casinos often base multiple-account accusations on email matches, past registrations, or forgotten accounts. Confirming this will help us clearly determine whether their claim is valid or not.

Please let me know once you’ve checked, even if you don’t find anything.

Thank you for your cooperation.

Yes once they told me I had multiple accounts I went back to my email in seen where they been sending emails on my other account but I never played on there casino before the 1st time I played was on the 31st so I did had another account with them

Hello Denise31,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you I still haven’t heard from the casino

Dear Denise31,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello Denise31,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Okay they unlocked my account so now im just waiting on my withdrawal

Dear Denise31,

thank you for your response. Can you please update us on the current state of events? Has your withdrawal been credited?

the casino said they sent the withdrawal to my bank in it will take 5-7 days

Hello Denise31,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now, please keep us updated on any new developments or when your funds arrive.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Denise31,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin