made a second deposit of 25 euros from which I managed to win 160 euros. uploaded the necessary documents for verification and after 2 days my account is blocked. in the chat they said that I have a multi-account and quickly closed the chat. I didn't do any multi-accounts. please help me in this situation

Dear voronro,

Thank you very much for submitting your complaint. I’m very 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? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to [email protected].

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

good afternoon, my data could not be duplicated, the family does not play in the casino. logged in only from 1 device of my computer but used vpn cyberghost

Thank you very much, voronro, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, voronro,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Gudar Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Gudar Casino Team, could you please state the reason why the player has been accused of multiple accounts and explain the situation in more detail? Is there any evidence to support your accusation against the player?

The necessary data can be shared directly in this thread or sent to my email ([email protected]). Please note the data shared in this complaint are not visible to the public in case of containing any type of sensitive information.

Thank you in advance for providing the information.

We would like to ask Gudar Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear voronro,

I have good news. I was in contact with the casino representatives and I have got the update:

"his account has been unblocked and he can now complete his withdrawal".

Can you log in and access your account like before? Was your issue resolved, please?

Thank you very much, I have logged into my account. I'll let you know when I get the funds.

Большое спасибо , в учетную запись я зашел. Сообщу вам как получу средства.

I tried to put funds for withdrawal and again received a letter with a request for verification, and support is not online at the moment.

Попытался поставить средства на вывод и опять получил письмо с запросом на верификацию , а поддержка в данный момент не онлайн.

The funds were withdrawn. Thanks a lot for your help!

Средства вывели. Спасибо большое за помощь!

Thank you very much, voronro, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thanks to Gudar Casino's representatives, too, for providing information and for their cooperation, although they did not reply directly in this thread.

Best regards,

Branislav, www.kpvfaw.com