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I was blocked for withdrawing funds from the bonus, they say that there are other registered accounts, but there are none, or I do not REMEMBER them. They blocked the withdrawal of funds only after the deposit, before that they cannot. I understand that people with amnesia are blocked, but it should not be so cruel. Cannot specify other accounts and cannot specify when they were registered. Not even a single account was left, I have already registered many Google accounts because I forget others, but later they are displayed to me, but not here! It is not possible to agree on the blocking of other old accounts, only those with funds should be blocked. I really don't understand what accounts I have, maybe on the first google mail, but I didn't try to log in from them first. Unlock at least one of the accounts if it is not the only one, although most likely I will forget it.

Заблокували за вивід коштів з бонусу, кажуть що є зареєстровані інші акаунти, але їх немає, або я їх не ПАМ'ЯТАЮ. Лише після депозиту для вивіда коштів заблокували, до цього не можуть. Я розумію що людей з амнезією блокують, але ж не так жорстоко треба. Не можуть вказати інші акаунти та не можуть вказати коли були вони зареєстровані. Навіть жодного акаунта не залишили, я вже зареєстрував багато гугл акаунтів бо забуваю інші, але згодом вони мені відображаються, а тут ні! Неможливо ж домовитись про блокування інших старих акаунтів, лише ті на якому є кошти треба блокувати. Я дійсно не розумію які акаунти в мене є, можливо на перші пошти гугл, але я не пробував зайти з них спочатку. Розблокуйте хоча б один з акаунтів якщо він не один, хоча скоріш за все я і його забуду.

Dear olegarnautov,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated from a free bonus? Have you redeemed any promotional offers in this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello all,

We'd like to confirm the player has at least two accounts, that contain the same personal data as well as both accounts opted for no-deposit bonus. Here are the accounts:

olegarnautov**043@gmail.com

olegarnautov**03@gmail.com

This is a permanent block by the Casino.

Kind regards

Yes, I have these mails, but I don't remember registering them. Why is the multi-account policy so strict? Is it not possible to relax such rules regarding multi-accounts? If a sick person registers a new account because he may forget about another account due to illness, he will be banned. It's a shame 🙁

Так, у мене є ці пошти, але я не пам'ятаю що реєстрував їх. Чому така жорстка політика до мульті-акаунтів? Це не можливо змігчувати такі правила щодо мульті-акаунтів? Якщо хвора людина зареєструє новий акаунт бо через хворобу може забути про інший, отримує бан. Прикро 🙁

I understand, olegarnautov, that creating multiple accounts may happen by mistake if a person doesn't remember the existence of the previous account. Therefore, we always advise players to check with the casino directly if they intend to open a new account. Do I understand correctly that you accumulated your winnings from a free bonus and placed a deposit to verify your payment method afterwards?

Yes, I won and then made a deposit. I don't remember much anymore, but I remember exactly that I won a normal amount and made a deposit. I already understand that the account will not be unblocked, but just at least change such a strict policy to a more relaxed one for people like me.

Так, я виграв а потім внес депозит. Я вже мало чого пам'ятаю, але пам'ятаю точно що виграв нормальну суму та зробив депозит. Я вже розумію що акаунт той не розблокують, але просто хоча б змініть таку жорстку політику на більш змягчену для таких людей як я.

I'm truly sorry olegarnautov, but my only advice at this point would be to check regularly with casinos if you are eligible to open a new account. If you are an active player in several casinos, sooner or later you may come across such a problem again and without any intention, you break the rules again.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.