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Is it possible for me to get back the winnings or deposited money from my account if, years ago, I created an account that I never verified, but my new account is verified, and all documents are approved? I've been playing on this new account for a year and have withdrawn money several times. Now, when I tried to withdraw, they found my old account, which I haven’t used in years.

Onko minun mahdollista saada tilillä olevia voittoja tai tallettamia rahoja takaisin jos olen joskus vuosia vuosia sitten luonu tilin jota en ollut vahvistanu mutta tämän uuden tilin olen vahvistanut ja kaikki dokumentit hyväksytty ja olen pelannu sillä vuoden ja nistanu useamman kerran rahaa pois. Nyt kun yritin kotiuttaa niin olivat löytäneet minun vanhan tilin mitä en ole käyttänyt vuosiin

Dear Calv1n,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when was the last time you accessed the first account you created in this casino?

Have you made any deposits or withdrawals in your first account? Did you play with any bonuses?

Have you closed your first account before you created a new one?

Could you kindly explain why you created a new account in this casino when you already had one?

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

Best regards

Veronika

I saw in the e-mail that I have used the old account 5 years ago and I haven't even confirmed it in the documents, so I must have made one deposit to that account and I have closed it for good and I read those old e-mails that I have asked to close my account because I had a game problem. Still they let me play at the casino and verify the documents with a new user. I haven't made any withdrawals on the old account

Kkatsoin sähköpostista että olen käyttänyt vanhaa tiliä 5 vuotta sitten ja en ole sitä edes vahvistanut dokumenteille eli olen varmaan tehnyt yhden talletuksen sille tilille ja olen sen sulkenut lopullisesti ja luin niitä vanhoja sähköposteja että olen pyytänyt sulkemaan tilini koska minulla oli peliongelma. Silti he antoivat minun pelata kasinolla ja vahvistaa dokumentit uudella käyttäjällä. En ole tehnyt nostoja vanhalla tilillä

Could you please forward me the emails in which you requested the closure of your old account? You can send them to me at veronika.f@casino.guru.

Additionally, could you kindly confirm if you used the same personal information when opening the new account at this casino?

Lastly, is the casino currently withholding your payout due to the old account? If you've received any communication from the casino regarding your recent withdrawal requests, please forward those emails to me as well.

Thank you in advance for your cooperation. I look forward to your response.

Dear Calv1n,

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.