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Subject: Appeal regarding account blocking

Dear support team,

My account has been blocked due to the detection of multiple accounts on the same WiFi network.

I want to clarify that these are not duplicate accounts, but rather different people (my brother and I) who share the same internet connection at the same address.

Each person manages their own account, device, and payment methods independently.

I understand your policies and am willing to provide any necessary verification (identity document, proof of address, etc.) to prove that we are different users.

I would appreciate it if you could review the case again and tell me the steps to follow to verify my account.

Kind regards.

Asunto: Apelación por bloqueo de cuenta

Estimado equipo de soporte,

Mi cuenta ha sido bloqueada por detección de múltiples cuentas bajo la misma red WiFi.

Quiero aclarar que no se trata de cuentas duplicadas, sino de personas distintas (mi hermano y yo) que compartimos la misma conexión a internet en el mismo domicilio.

Cada uno maneja su propia cuenta, dispositivo y métodos de pago de forma independiente.

Entiendo sus políticas y estoy dispuesto a proporcionar cualquier verificación necesaria (documento de identidad, comprobante de domicilio, etc.) para demostrar que somos usuarios diferentes.

Agradecería que revisen nuevamente el caso y me indiquen los pasos a seguir para verificar mi cuenta.

Saludos cordiales.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Matiasmorel,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions so I can fully understand the situation.

• What is the name and email address associated with your account?
• Could you also provide the name and details associated with your brother’s account?
• Could you please confirm whether you have successfully completed the KYC verification?
• Can you confirm the date when your account was blocked?

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

Best regards,

Petra

Dear Matiasmorel,

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