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

I did not attempt to contact customer service before creating the second account, as I had no reason to suspect it would be a problem. I had absolutely no intention of creating a second or multiple accounts.

Ich hatte vor Erstellung des 2. Kontos nicht versucht den Kundendienst zu kontaktieren, da ich nicht musste das dies ein Problem wäre. Es lag keinerlei Absicht von mir vor ein zweites oder mehrere Konten zuführen

I just sent you my latest messages with support to your email address, where I explained everything. Thank you very much for your help.

Ich habe ihnen gerade auch unter Ihrer email meine letzten Nachrichten mit den Support geschickt, ihn den ich alles auch erklärt hatte. Vielen Dank für ihre Hilfe

Hello Makala,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your responses and for the emails.

Could you please specify whether you activated the welcome bonus or any other promotions in your first account?

Yes, I had that; for example, they're activated automatically, so to speak. I simply deposited money and then received the bonus.

Ja hatte ich, beispielsweise sind die ja sozusagen automatisch aktiviert. Ich hatte halt einfach eingezahlt und den Bonus dann bekommen.

Hello Makala,

Thank you for the clarification.

I have carefully reviewed your responses and the information you provided. Unfortunately, we won't be able to assist you with your problem.

We understand that you did not intend to circumvent the casino's rules and that you experienced technical problems with your original account and subsequently lost access to the email address associated with it. However, this does not change the fact that you created and used a second account without first contacting the casino.

Creating multiple accounts is generally prohibited by the casino's Terms and Conditions. If you know that you already have an account with a casino but are unable to access it, the appropriate course of action is to contact the casino's support team and ask them to help you regain access to the existing account. You should not create a new account simply because you are experiencing problems accessing the original one.

There is also an additional and significant issue in your case: you confirmed that you received and used the welcome bonus on both accounts.

A welcome bonus is an offer available to an eligible player only once. By creating a second account and receiving the welcome bonus again, you obtained a bonus advantage that you were not entitled to receive a second time. This is not merely a technical violation of the multiple-account rule; it provided you with an unfair additional promotional benefit that would not have been available to you had you continued using your original account.

We appreciate that the second account was created because of the problems you experienced with the first one, rather than with the intention of deliberately abusing the casino's bonus system. Nevertheless, the circumstances do not change the fact that two accounts were used and that the welcome bonus was claimed on both of them.

For these reasons, we cannot consider the casino's decision to block the duplicate account and refuse the associated withdrawal to be unjustified. We therefore do not have grounds to ask the casino to pay the disputed winnings.

We understand that this may be disappointing, especially given that you believe the situation resulted from technical difficulties. However, in circumstances such as these, the correct solution is always to contact the casino before creating another account. Once you know that an account already exists, you cannot reasonably rely on technical difficulties or loss of access to an email address as a reason to bypass the casino's account restrictions.

Therefore, the complaint will be rejected. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika