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It's been 15 days since I requested a name change on my account. So far, no concrete response, just the same old "please wait a moment." How much longer do I have to wait?

Due to this lack of response, I can't get verified and am completely blocked from using my account. This is absolutely unacceptable: you're holding my money while I don't have full access to my account!

This situation is becoming increasingly absurd and is causing me immense frustration. I demand a clear answer and a resolution.

Minęło już 15 dni, odkąd złożyłem prośbę o zmianę imienia w moim koncie. Do tej pory zero konkretnej odpowiedzi tylko w kółko to samo: „proszę chwilę poczekać". Ile jeszcze mam niby czekać?

Przez ten brak reakcji nie mogę przejść weryfikacji, a więc jestem całkowicie zablokowany w korzystaniu z własnego konta. To jest absolutnie nie do przyjęcia trzymacie moje pieniądze, a ja nie mam pełnego dostępu do swojego konta!

Sytuacja robi się coraz bardziej absurdalna i budzi we mnie ogromną frustrację. Żądam wreszcie jasnej odpowiedzi i rozwiązania sprawy.

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Hello,

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 understand the whole situation completely.

• Could you please provide more details regarding the name change? Why do you need to change it and how?
• When did you lose access to your casino account?
• Do I understand correctly that you had zł1500 in your casino account before it was closed?

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

Best regards,

Kristina

I made a mistake with my name during registration. The casino was aware of this and didn't have a problem until it came time to verify my account. I was then informed that I could change my name through the GDPR process, which I followed.

I'd like to clarify that my account isn't locked, but I can't fully use it—specifically, I can't withdraw the funds currently in it. I've been waiting for this matter to be resolved for some time now and request that it be resolved as soon as possible.

Podczas rejestracji popełniłem błąd w swoim imieniu. Kasyno było tego świadome i nie stanowiło to problemu aż do momentu, gdy przyszło do weryfikacji konta. Zostałem wtedy poinformowany, że mogę dokonać zmiany imienia poprzez procedurę GDPR, z której skorzystałem.

Chciałbym doprecyzować, że moje konto nie jest zablokowane, jednak nie mogę w pełni z niego korzystać – przede wszystkim nie mogę wypłacić środków, które obecnie się na nim znajdują. Czekam na rozwiązanie tej sprawy już od dłuższego czasu i proszę o jej jak najszybsze zakończenie.

Thank you for your reply, Czerw.Lew. Please clarify the difference between the name you entered during registration and the correct name. Also, was the rest of your personal information entered correctly?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I wanted to let you know that verification was finally successful. My name on the account has been changed, although the whole thing took a really long time.

Chcę dać znać, że weryfikacja w końcu się udała. Moje imię na koncie zostało zmienione, chociaż cała sprawa trwała naprawdę długo.

Thanks for the update. I am happy to hear that. Can we now consider this case resolved?

Yes, we can consider this matter closed. Thank you for your help.

Tak, możemy uznać sprawę za zakończoną. Dziękuję za pomoc.

Dear Czerw.Lew,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru