Bombastic Casino - Der Rückzug des Spielers wurde abgelehnt.

I played with the welcome bonus, completed KYC verification and tried to make a withdrawal, but it was rejected and I received the following message and my withdrawal was refused.

I have not done anything that violates these terms and conditions, yet I am being treated unfairly.

5. Registration

You may only register one account with the Service. If we find that you have registered multiple accounts with us, the accounts are subject to immediate termination. This includes the use of representatives, relatives, associates, affiliates, related parties, and/or third parties operating on your behalf.

6. Your Account

6.3 We may close or suspend your Account if you have not complied with these Terms and Conditions or if we reasonably believe that you have not complied with them, or to ensure the integrity or fairness of the Service or if we have other reasonable reasons to do so. We may not always be able to notify you in advance. If we close or suspend your Account because you have not complied with these Terms and Conditions, we may cancel and/or void your bets and withhold any funds in your Account (including any deposits).

ウェルカムボーナスで遊び、KYC検証をして出金をしようとしたのですが、それらが拒否されて以下のような文面が届き、出金拒否をされました。

これらの規約に反するような事をしておらず、不当な扱いを受けております。

5. 登録

5.4. お客様は、本サービスに登録できるアカウントを 1 つだけとします。お客様が当社に複数のアカウントを登録していることが判明した場合、アカウントは即時閉鎖の対象となります。これには、代表者、親族、関係者、関連会社、関係者、および/またはお客様に代わって運営する第三者の使用が含まれます。

6. お客様のアカウント

6.3. お客様が本規約を遵守していない場合、または遵守していないと合理的に判断した場合、またはサービスの完全性または公平性を確保するため、または当社がそうするその他の合理的な理由がある場合、当社はアカウントを閉鎖または停止することがあります。当社は、必ずしも事前にお客様に通知できるとは限りません。お客様が本規約を遵守しなかったために当社がお客様のアカウントを閉鎖または停止した場合、当社はお客様の賭けをキャンセルおよび/または無効にし、お客様のアカウント内の資金（入金を含む）を差し押さえる場合があります。

Dear miyan, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole 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

Is it possible that your family or someone using the same IP address has created an account at this casino?

No. I live alone so I don't have any family.

Please let me know if you have passed the KYC verification.

I received this email while I was in the middle of the verification process, so I don't think I passed the verification.

Have you accumulated winnings with or without an active bonus?

What does it mean to accumulate winnings?

I don't understand what this is saying

あなたの家族や同じ IP アドレスを使用している誰かがこのカジノでアカウントを作成している可能性はありますか?

ないです。一人暮らしなので家族はいません。

KYC 検証に合格したかどうかを教えてください。

検証の最中に今回のメールが届きました。ですので、検証に合格してない気がします。

有効なボーナスの有無にかかわらず、賞金を蓄積しましたか?

賞金の蓄積とはどういうことですか?

これはちょっと言われてる内容がわからないです

Did you play with a bonus?

What types of games did you play at this casino?

Also, please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru or post screenshots here.

Dear miyan,

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.