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my account is blocked last August 29 due to double account i consider accidetally since my first account didnot opebn due to i forgot my pasword so i decide to creat another one to continue playing than after wining i decide to widraw but during verification my account is blocked my concern is i just want to recover my money from the casino. please help me on this. than you

Dear bring12,

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? Were your winnings accumulated with or without an active bonus?

Could you please advise if your old and new accounts were active at the same time? Have you redeemed any bonuses or had any game activity in your first account at all?

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

hi mam, we are playing with my husband so he can freely open mu account since the first account generated is under his name butch11 but dur to unexpected circumstances the first account not opened due to multiple entry of my his pasword so we decided to create account under my name.

mam, in addition my old active but i cant open since i forgot my pasword already before opening a new account

Hi maam, any development of my concern please. thank you

Thank you, bring12, for the clarification. Have you redeemed any bonuses or had any game activity in your first account at all? Were those two accounts created under two different names and email addresses, but from the same household and IP address?

hello good evening, yes they are giving 10percent of my deposit if ive loss from my deposit

also if im not mistaken casino did not require email address during my registration same with my second account dis not entry email address only contact nos.

Were those two accounts created under two different names? The first one with your husband's credentials and the second account with your personal details? Was the first account successfully verified in the past?

hi mam. yes they were successfully verified both account was verified succesfully. thank you

Could you please forward both confirmations of successful account verification along with any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

hi here the verified account and communication with the CS

Thank you very much, bring12, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello bring12,

I will assist you with the complaint from now on. I will contact the casino and ask them for help in your case.

Pinasbet Casino,

Could you explain what options there are for bring12's account? Could you explain in more detail the circumstances that led you to close bring12's account?

hello pinasbet, i am waiting for your help regarding to this matter, i am praying ang honping for the good and beneficial decision to my concern. thank you in advance.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear bring12,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

 If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.