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They closed my account, which had more than 90,000 euros in balance, returning only the deposited amount ... 2000 euros! They don't explain why ... how convenient!

It is the only account that had opened until today. My boyfriend, before me, opened an account in his name and used my Skrill to make deposits in my account (which is illegal and therefore closed his account). Once his account was closed, I opened my account, legitimated it and gave all the data that they asked for. I never created any other account and just used my Skrill to deposit. I would like to hear an explanation or better to replenish the funds that cost me so much to earn!

Encerraram a minha conta, que tinha mais de 90.000 euros de saldo devolvendo apenas o valor depositado ... 2000 euros! Não explicam porquê... que conveniente!

É a única conta que tinha aberto até hoje. O meu namorado, antes de mim é que abriu uma conta em nome dele e utilizou o meu Skrill para efetuar depositos na minha conta (que é ilegal e por isso fecharam a conta dele). Uma vez encerrada a conta dele eu abri a minha conta, legitima e dei todos os dados que me pediram. Nunca criei nenhuma outra conta e apenas utilizei o meu Skrill para depositarem. Gostava de ouvir uma explicação ou melhor que repusessem os fundos que tanto me custaram a ganhar!

Dear Joana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"34. Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method."

Even though this time it was your own account (with your data and payment method), that Skrill was already connected to your boyfriend’s account, therefore your new account was probably marked as duplicate based on the term mentioned above. I would recommend you to never open an account in the same casino as your relatives to avoid situation like this. Unfortunately, the term like this is more than common.

I am sorry, but we aren’t able to help you more with this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Best regards,

Kristina

This does not make sense because his account had been closed before my account was opened. So when I opened my account there was no account using the same payment method.

Isso não faz sentido porque a conta dele tinha sido encerrada antes da minha conta ter sido aberta. Portanto no momento em que abri a minha conta não havia mais nenhuma conta a utilizar o mesmo método de pagamento.

Joana, please understand, by closing the account information about it can still be registered in the database of players. Your Skrill account was used in the past and they can easily check it, especially when your boyfriend's account was closed down for using it.

Unfortunately, we are not able to help you with this one. There is plenty of of other good casinos, please have a look here:

https://casino.guru/top-online-casinos#tab=RECOMMENDED

Before you register somewhere, please make sure than no one from your household is registered at the same casino, so your account won't be closed again. Please, do not hesitate to contact us in the future, if you run into issues with any other casino.