I did the request for withdrawal of 1000 Euros at the 31th of May.
The problem is - i cannot say the exactly time of withdrawal, as I cannot login again and I didnt got an email after I requested the withdraw.
Normaly it takes two days to be processend. But at the 2nd of June it was still pending.
I asked the live chat if there was a problem, they told me that I had to verify. So I did this and sent all documents.
At the 3rd of June I wanted to login again, and see if anything had happen, to look if its still "pending", but I got the message I cannot login, because my accout was freezed, I should write to the support.
The responses - I also attached some screenshots of this, was:
Dear Martin, I would like to inform you that your withdraw has been declined and your account has been closed.
This has been done because we found multiple accounts using the same IP address. This is in violation with our terms and conditions.
Your winnings have been waived and your account will remain closed.
I write to them, that it is not possible, I have only one account and they write to me:
Your account is frozen, because our system has detected multiple related accounts and that's violation of our terms.
This is the reason you've been warned upfront with this message: «Registration failed. Please contact support, as it seems you are already having an account with us!»
Even if you managed to create more than one account, the same IP stays detected and having more than one account per one IP address is violation of our Terms which are accesible to all visitors and players.
So therefore the player management department closed your account.
I write again, and told that there was NEVER such a warning.
I wanted to know under which licence they are working,
I wanted to know which accounts that should be, which email adress and so on,
but they refused to give any details or evidence, they even didnt tell me the license, just said:
Your account has been closed, this is due to a violation of our terms of condition.
The decision is final and will not be overturned. Futhermore are we not at a liberty to discuss the requested details.
So they have taken all my deposits, and my winnings.
I have T-mobile Austria, was connected to the casino by Notebook and Tablet, but I never created more than one account.
Please help me to get my money.
Kindly regard
Martin < surname removed >
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