I can't log into my account. My queries are not being responded to. I would like to log back into my account and withdraw the amount present in my account.

Ich kann mich bei meinem Account nicht einloggen. Auf Fragen wird nicht reagiert. Ich m?chte mich wieder in meinen Account einloggen und die auf meinem Konto befindende Summe auszahlen.

Dear luckyhot93,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

Hello all,

The player will remain permanently blocked due to multi-accounting and bonus abuse (according to T&Cs: It is strictly forbidden to abuse any game rounds by their postponement, including free spins or bonus games while playing with bonus money. Any postponed games, bonuses and/or free games lead to the cancellation of winnings and confiscation of the player’s balance.)

We are kindly asking the player to return all the winnings, that were won by abusing the bonus (~200k EUR).

Kind regards

Dear luckyhot93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.