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They blocked my account for having more accounts but when they deposit from the accounts they don't have any problem if they see all the deposits from both accounts it's quite a lot of money because they are not blocked at that moment but when you want to withdraw them they block them and the profits that I got were without any bonus from you without further response they gave me the account closed and blocked and the deposits and profit for you

me bloquaron la cuenta por tener mas cuentas pero cuando depositan de las cuentas no hacen ningún problema si ven todos los depósitos de ambas cuentas es bastante dinero por que no se bloquean en ese momento si no que cuando se quiere retirar las bloquan y las ganancias que obtuve fueron sin ningún bono de ustedes sin mas respuesta me dieron la cuenta cerradoa bloqueada y los depósitos y ganancia para ustedes

Dear dan1,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you redeemed any promotional offers in this casino in the past? Was your account successfully verified previously?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

yes but when deposited in the. accounts did not say anything nor did they return the deposit or the profits at all

si pero cuando depositaba en las. cuentas no decían nada nisquiera devolvieron el depósito ni las ganancias nada

and to deposit the multiple accounts are not fixed 🤦🙄 if there is a player with the same name why don't they notify him before he deposits and finally return the deposits if they didn't pay me the winnings

y para depositar no se fijan las múltiples cuentas 🤦🙄 si hay un jugador con el mismo nombre por que no lo notifican antes que deposite y por último devolver los depósitos si no me pagaron las ganancias

to deposit no problem even as you see they offered me bonuses but when I wanted to withdraw the money they blocked it even as you see I asked to open the account but nothing I have many deposits to play but I can never get the winnings

para depositar ningún problema incluso como ven me ofrecieron bonos pero cuando quise retirar el dinero la bloquaron incluso como ven solicte la apertura de la cuenta pero nada tengo muchos depósitos para jugar pero nunca puede sacar las ganancias

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Thank you in advance.

if family played from the same ip address with other emails

si familiar jugaban desde la misma dirección ip con otros correos

Do I understand correctly that other family members have their accounts in the same casino, please?

Dear dan1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.