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Dear mariarej,

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

I have reviewed the general Terms and Conditions of the casino and found the following:

"3.1. You can sign up (register) and use only one Account on the Website.

3.2. Only one Account for each household, IP address and computer or device is allowed. If two or more users share the same household, IP address and computer or device, we must be informed by the respective Account holders in advance.

3.3. If you sign up or attempt to register more than one Account, for whatever reason, we may block or close any or all of your Accounts at our discretion. We may also void all bets placed on the duplicate Accounts, block bonuses and gifts, and void withdrawal requests. In addition, any returns, winnings, or bonuses gained or accrued during the duplicate account lifecycle may be forfeited."

I apologize, but it may be difficult for the casino to justify the creation of two accounts from the same IP address and shared household. We always strongly advise players to contact the casino in advance to verify whether creating another account from the same household would be permitted. Ideally, such situations should be clarified before gameplay begins and after completing account verification.

Nevertheless, please allow me to ask you a few questions so I can better understand the situation:

• Could you please confirm whether you successfully passed the KYC verification and which KYC documents you have submitted and when?
• Could you please confirm that your winnings were accumulated without an active bonus?
• Have you clearly infomred the casino in advance that you would like to create another account from the same household?
• Have you received any communication from the casino specifically regarding the alleged multiple account breach?

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,

Petra