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They rejected my withdrawal saying I had a duplicate account using the same number [redacted] whichi didn't would of been impossible for me to do iv uploaded an picture of what what happen if I did try to it comes up mobile number already exists

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Dear Boysnell69,

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 fully understand the situation.

• 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 confirm 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 resolve this issue as soon as possible.

Thank you very much in advance for your reply.  

Best regards,

Jean

Hi no no chance someone else created a account no i didn't use no bonuses when depositing the just dont want to pay cause its a large amount its impossible to do with the same number there systems wouldn't an dont allow it an yes i had passed the KYC verification

I understand that you already passed KYC and did not use bonus to accumulate winnings. To proceed, please allow me to ask a few more questions.

• Can you please tell me the date of your account registration?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• In the screenshot showing your communication with chat support, it appears the agent identified two accounts with the same name and mobile number and asked whether you wished to close the account or continue playing. Do you happen to have a screenshot of the continuation of that conversation? Please forward any other relevant communication with support to jean.s@casino.guru.

Thank you in advance for your cooperation.

Dear, hello. Upon checking on our side, we can confirm that your account was registered on 2025-09-11, dear. Thats what they said when I registered

I just focused on the slots no I dont have screen shot of the conversation sorry can only go back so far in the live chat history

Thank you for your reply and for the information provided so far.

• Since you have been registered in the casino for several months now, have you made any successful withdrawals before?
• Could please provide an approximate date when you pass KYC verification?

Also, it would be good if we can challenge the casino's claims of a duplicate account. T do this effectively, we need more specific details about that alleged account. I recommend that you contact the casino again and request clarification, specifically asking them to provide:

• The registration date of the duplicate account
• The email address (even partially masked) associated with it
• Any activity details (e.g., last login or gameplay)

When you receive this information, please take a screenshot of the support response and forward it here or to my email. This documentation is important, as it allows us to verify inconsistencies and strengthen your case.

Dear Boysnell69,

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,
Jean
Casino.Guru