SlotsDJ Casino - La cuenta del jugador ha sido cerrada, lo que impide realizar retiros.

Hello, I deposited approximately €70, received the welcome bonus, played a bit (only slots), and wagered the bonus. My balance was €1300, but after the bonus wagering requirements were met, it was only €726 (due to the maximum win being 10x the deposit). I then verified my account and requested a withdrawal. The next day, I received a message asking me to verify my deposit, which I did, and it was successful. Then, the following day, I received a message stating that I had a second account there, and the day after that, my account was blocked. I explained to support that this was a misunderstanding, as I had lost access to my old account due to technical problems and no longer having access to my old email address. I hope you can help me get my outstanding withdrawal. I also have a screenshot of the entire withdrawal process.

Thank you

Guten Tag, Ich hatte einmal ca. 70 eingezahlt dann den Willkommen Bonus erhalten etwas gespielt( nur Slots)den Bonus umgesetzt. Mein Gutenhaben war 1300€ also der Bonus umgesetzt wurde waren es nue noch 726€ wegen ( maximalgewinn 10x der Einzahlung) habe mich dann verifiziert und einen Antrag auf Auszahlung gemacht, am nächsten Tag kam ich soll meine Einzahlung Nachweis verifizieren, das habe ich dann auch getan und es war erfolgreich. Dann bekam ich am nächsten Tag eine eine das ich ein zweites Konto dort hätte, und dann wurde am Tag darauf mein Konto gesperrt. Ich hatte den Support erklärt das dies ein Missverständnis war da ich durch technische Probleme sowie kein Zugriff auf die alte email mehr Zugang zu meinen alten Konto hatte. Ich hoffe sie können wir helfen am meine noch offene Auszahlung zu kommen. Ich habe auch eine Bildschirm Aufnahme von der gesamten Auszahlungsvorgang von mir.

Vielen Dank

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you create your first account at this casino, and when was the last time you accessed it?
• Is your first account still accessible, or was it closed before you created your second account? If it was closed, could you please specify whether the casino closed it due to a breach of the Terms and Conditions, or whether you closed it yourself?
• When exactly did you create your second account at this casino?
• Before creating your second account, did you try contacting customer support to explain that you had lost access to your email address and were therefore unable to access your original account?
• Did you activate any bonuses on your first account as well?

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