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I won PLN 5,000, I requested a withdrawal, the withdrawal was canceled, my account was blocked, and the hotline says I had two accounts with them, that I created a multi-account on January 26, and they blocked me on August 28.

I don't understand because I have one account, one email address and one phone number

wygrałem 5000 pln zleciłem wypłatę wypłata została anulowana moje konto zablokowane a na infolini piszą mi że miałem dwa konta u nich że multikonto założyłem 26 stycznia a zablokowali mnie 28 sierpnia

n nie rozumiem bo mam jedno konto jednego maila i jeden numer telefonu

Dear Mikopapro1976,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with your blocked account and cancelled withdrawal.

To better understand your situation and contact the casino with the necessary details, could you please clarify the following:

• When exactly did you request the withdrawal of PLN 5,000, and how did you receive the notification that it was cancelled?
• Did the casino provide you with any written explanation or evidence regarding the alleged second account they claim was created on January 26?
• Have you ever registered with the casino before using any other details (e.g. old email, phone number, or payment method)?
• Could you share any communication you received from the casino (emails, chat transcripts, or screenshots) that explain the account block?

If you have these documents, please upload them directly here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

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Dear Mikopapro1976,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru