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Hello, I registered fully with you for the first time today, but unfortunately, I found out after completing all the conditions that the entry bonus could not be used. Therefore, I called support and learned that someone else had registered under my name. Is there a way to resolve this so I can use the entry bonus? Additionally, is the fake account still active? If so, is it possible to block it, for instance? 

Dobrý den dnes jsem se u vás plně po prvé registroval bohužel jsem po dokončení všech podmínek zjistil že vstupní bonus nejde využít zavolal jsem tedy na podporu a dozvěděl se že se někdo jiný registroval pod mim jménem je možné to nějak řešit abych mohl využít ten vstupní bonus? Případně je ještě ten falešný účet aktivní? Jeslti jde zablokovat například ? 

Dear stepantady1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? How can you describe the situation where another individual utilized your login information and personal data to authenticate an account at this casino? Please comprehend that demonstrating your non-involvement in setting up the prior account will be quite challenging, and we lack the authority to compel the casino into granting you a registration bonus.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear stepantady1,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.