Casinostars - Die Auszahlung des Spielers ist blockiert.

I played the first deposit bonus, which was wager-free and sick. I also complied with the basic conditions. I made my deposit as stated in the terms and conditions and continued playing. Then I eventually had €750, which was great, and then my account was blocked after I verified myself and made a withdrawal. Of course I didn't receive the withdrawal.

Greetings

Dominik Depp****

Ich habe den Ersteinzahlerbonus gespielt dies war Waggerfrei und sicky. DIe grundbedingugen wurden auch eingehalten von mir. Ich habe meine Einzahlung wie in de AGBs sthe gedreht und auch noch weiter gespielt. Dann hatte ich irgenwann mal 750€ was mega toll war und danach wurde mein Konto gesperrt nachdem ich mich verifiziert habe und ausgezahlt habe. Habe natürlich die Auszhalung nicht erhalten.

Grüße

Dominik Depp****

Hello DominikDE01,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinostars. Please allow me to ask you a few more question before we would move forward.

• Could you please advise when did the verification begin?
• Was it complete or your account was closed during the process?
• Did they give you any explanation regarding the issue?

Looking forward to your answer.

Regards,

Nick

The inspection began on Saturday 21.09.

The process was not completed, my account was simply blocked.

The claim was that I didn't have just one account and therefore she would close my Koto.

But I've definitely never played on the site before.

Begonnen hat die Überprüfung am Samstag 21.09.

Der Vorgang war nicht abgeschlossen, mein Konto wurde einfach gesperrt.

Behauptung war ich hätte nicht nur einen Account und somit würde sie mein Koto schließen.

Ich habe aber definitiv auf der Seite noch nie gespielt davor.

Dear DominikDE01,

Have they provided any evidence of multiple accounts? Additionally, have you checked your emails to see if you previously had an account with them?

Please forward any communication between you and the casino on this matter to nikolas.b@casino.guru for further review.

I look forward to your response.

Kind regards,

Nick

I have sent them all the details by email.

I'll be happy to answer the questions again.

I have not received any reason/proof for the accusation. Only the email I sent them.

I definitely do not have another account on the casino site.

Kind regards

Dominik

Ich habe ihnen alle Detail per mal geschickt.

Auf die fragen antworte ich gerne auch nochmals.

Ich habe keine Grund/ Beweis auf die die Anschuldigung bekommen. Lediglich die Mail die ich ihnen gesendet habe.

Ich habe definitiv kein weitere Konto auf der Casinoseite.

Freundliche Grüße

Dominik

Thank you DominikDE01 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Tomas & Peter & Nick

We kindly ask you to provide us with email where we can send you all relevant documents. This complaint is connected with few more complaints opened on Casinostars. More information we will share with you over email.

Casinostars Team

Hi Peter C.

We have shared information regards this case in a Skype group with other Casino.Guru members.

Casinostars Team

Dear DominikDE01,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need the requested clarification and details.

Thank you very much, Casinostars Team, for providing information and cooperation!

Best regards,

Branislav, Casino.Guru