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Dear Kartal163,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend paying closer attention to this kind of action in the future and making sure all the provided information is correct before starting play.

Did you make any attempts to correct your incorrect personal information before you deposited and started to play?

If there’s any relevant communication between you and the casino regarding forward it to my email at tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Hello again. Everything else is true about me. My person no my address etc. The strange thing is that they let me play in the meantime but when I wanted to withdraw the money that's when they started messing with it and the strange thing is that they send me 245 dollars that I can play and withdraw from the same account

Hej igen. Allt annat stämmer om mig. Mitt person nr min adress osv. Det konstiga är att dem lät mig spela under tiden men när jag ville ta ut pengarna det var då dem började strula till det och det konstiga är att dem skicka 245 dollar till mig som jag kan spela och ta ut från samma konto

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. Let me rephrase the questions:

• Did you contact the casino in order to correct the personal information you entered in your player profile? When did you do that?
• Could you please forward any communication between you and the casino where the issue is discussed? My email is tomas@casino.guru

All requested information is essential if we wish to proceed with the case. Thank you in advance.

Hi, unfortunately I haven't talked to them about the name and so on, but isn't it strange that they have blocked my account and I can now play and withdraw money even though nothing has changed, so it's the same account.

Hej jag har tyvärr inte pratat med dem om det med namnet å så men är det inte konstigt att dem har blockerat upp mitt konto och jag får nu spela och ta ut pengar fast det är ingeting ändrad alltså samma konto.

Hello all

@Kartal163 we are confirming that your account is permanently blocked, also, upon the mutual agreement your deposit was paid out to you.

Regards

Thanks to both parties for the reply.

Dear Kartal163,

If you played with incorrect personal information and didn't try to correct it, unfortunately, there is not much we can do in order to argue in your favor. Please let me know if I overlooked any information, otherwise, I'll be forced to reject your complaint. I'll await your reply.

Hello again. Unfortunately, I couldn't change anything. I have an email in which they admit that there has been a misunderstanding but that they can only pay out what I made a deposit for

Hej igen. Jag det gick tyvärr inte att ändra på någonting. Jag har ett mail som dem erkänner att det har varit missförstånd men att dem bara kan betala ut det jag gjort insättning för

Dear Customer,

We thank you for your clarification and apologize for any misunderstandings. The administration of the club is ready to leave on the balance of your account an amount in the amount of deposits made by you earlier - 245. Please specify whether such a decision suits you? Det här fick jag av dem

Thanks for the reply.

The personal information you use when creating an account must match the personal information from your documents. If you didn't attempt to correct the information before you started playing, there is not much we can do and argue in your favor to convince the casino to pay you your winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.