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My account was suspended with the accusation that I have more than one account, which is not true and not possible since it's tied to my personal ID number. They refunded my deposit, but not the accumulated winnings, which were between 1000 and 2000 BGN. I cannot access my account.

Акаунтът ми беше спрян с обвинението, че имам повече от 1 акаунт, което не е вярно, а и не е възможно, след като е по ЕГН. Изплатиха ми депозита, но не и акумулираната печалба, която беше между 1000 и 2000 лв. Не мога да вляза в акаунта си.

Dear MorganFreeFarm,

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. 

• 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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Back then I lived in a dormitory and we shared internet, it's quite possible. Sports betting. I'm not 100% sure about the bonus, but I don't usually use bonuses, it's more likely that I didn't use it.

Тогава живеех в общежитие и ползвахме общ интернет, напълно възможно е. Спортни залози. Не съм на 100% сигурен за бонус, но обикновено не ползвам бонуси, по-вероятно е да не съм го ползвал.

Thank you for your reply, MorganFreeFarm. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

OK, recommend them to me?

Добре, препоръчайте ми ги?

I will get back to you via email.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.