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You just zeroed my account because you accused me of breaking the rules

Sie haben mein Konto einfach auf Null gesetz weil Sie mir vorgeworfen haben mich nicht an die Regeln gehalten zu haben

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Firstly, I’m sure you understand that I don’t work for the Greenplay Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.

Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Daniel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.