Just to skip the obvious, are you aware of another account you might have even accidentally created?
It usually feels like the casino is trying not to pay out players, but on the other hand, something like that would require an amazingly high balance, so such a trust failure would be worth it.
By any chance could anyone from your household or family play in the same casino? I imagine this is not a dinner topic in most families, but you would be surprised at how common this situation is.
Did the casino representative share more details concerning the second account?
There much be some matches linking your account to another, the point is, whether such matches leave no further space for doubts.
Don't worry though, the Complaint Team will find out.
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