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Dear silviarey,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Yesterday, after complaining to support, they told me that my account is blocked for violating terms, I understand my mistake, I did not know about those terms, now the only thing I ask is that they release my money withdrawal, since I deposited approximately 500 dollars of my My own money, it is not bonus money or casino winnings, it is my own money and I demand that it be returned to me please. I think you can verify that, the only thing I want now is that release of my own money which I repeat has nothing to do with bonuses or casino profits,

Ayer, después de quejarme en soporte, me dijeron que mi cuenta esta bloqueada por infringir terminos, entiendo mi error no sabía de esos terminos, ahora lo único que pido es que liberen mi retiro de dinero, ya que yo deposite 500 dólares aproximadamente de mi propio dinero, no es un dinero de bonos o de ganancia de casino, es mi propio dinero y exijo que se me devuelva por favor. Creo que pueden verificar eso, lo unico que deseo ahora es esa liberacion de mi propio dinero que vuelvo a repetir no tiene que ver con bonos o ganancias del casino,

Have you been informed specifically which exact rule has been breached and why your winnings were confiscated? Thank you.

Hello! My initial complaint was that they blocked my account, the reason they gave was that I violated the multiple accounts term. They don't mention the reason why they don't give me my money back. In the blocked account I made a deposit of 500 dollars, I lost approximately 5-6 dollars, when I wanted to withdraw MY OWN MONEY, I COULD NOT AND THERE THEY BLOCKED THE ACCOUNT AND MY MONEY NEVER RETURNED, THAT IS, MY MONEY WITHDRAWAL WAS NOT EFFECTIVE. THE MONEY THAT I DEMAND TO BE RETURNED IS NOT A PRODUCT OF PROFITS, BECAUSE I NEVER WON ANYTHING OR TOUCHED BONUSES, IT IS MY OWN MONEY I EVEN LOST, BUT I DIDN'T WIN ANYTHING AT ALL, THAT'S WHY I ASK FOR MY OWN MONEY TO BE RETURNED (NO PROFITS OR BONUSES)

Hola! Mi queja inicial fue que bloquearon mi cuenta, la razon que dieron fue que viole el termino de multiples cuentas. No mencionan la razon de por qué no me devuelven el dinero. En la cuenta bloqueada hice un deposito de 500 dólares, perdi 5 -6 dólares aproximadamente , cuando quise retirar MI PROPIO DINERO, NO PUDE Y AHI BLOQUEARON LA CUENTA Y MI DINERO NUNCA REGRESO , ES DECIR MI RETIRO DE DINERO NO SE HIZO EFECTIVO. EL DINERO QUE EXIJO QUE SE DEVUELVA NO ES PRODUCTO DE GANANCIAS, PORQUE NUNCA GANE NADA NI TOQUE BONOS, ES MI PROPIO DINERO INCLUSO PERDI , PERO NO GANE NADA DE NADA, ES POR ESO QUE PIDO QUE SE DEVUELVA MI PROPIO DINERO (SIN GANANCIAS NI BONOS)

I want it to be clear that what I want to withdraw is my OWN MONEY, IT IS NOT PROFIT FROM ANYTHING, IT IS MY OWN MONEY, I WANT MY OWN DEPOSIT BACK FROM MY BLOCKED ACCOUNT. I ALREADY ACCEPT THAT THE ACCOUNT WAS BLOCKED, BUT I WANT MY MONEY BACK, BECAUSE IT IS UNFAIR, IT IS NOT PROFIT MONEY, IT WOULD BE A KIND OF THEFT IF THEY DON'T RETURN IT TO ME

quiero que quede en claro que lo que quiero retirar es mi PROPIO DINERO, NO ES GANANCIA DE NADA, ES MI PROPIO DINERO, QUIERO QUE ME DEVUELVAN MI PROPIO DEPOSITO DE MI CUENTA BLOQUEADA. YO YA ACEPTE QUE LA CUENTA SE BLOQUEO, PERO QUIERO MI DINERO DE REGRESO, PORQUE ES INJUSTO, NO ES DINERO DE GANANCIAS, SERIA UNA CLASE DE ROBO QUE NO ME LO DEVUELVAN

Dear silviarey,

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?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. Thank you in advance for your reply.

Hello! If you created two accounts with the same IP, I did not know about that term, I agree with the blocking of the account because I did not comply with the terms of the case. However, what I demand and ask from the casino is that my money be returned to me. I couldn't withdraw it, approximately 498 dollars, it is my OWN MONEY, IT IS NOT MONEY FROM CASINO PROFITS OR BONUSES, IT IS THE SAME MONEY THAT I DEPOSITED, I WANT MAY THE CASINO ALLOW ME WITHDRAW MY OWN MONEY

I DON'T WIN ANYTHING, THE MONEY IS COMPLETELY MINE. COULD YOU EMPHASIZE THAT TO THE CASINO? I WANT TO BE ALLOWED TO WITHDRAW MY OWN MONEY FROM THE ACCOUNT, IT IS NOT PROFIT MONEY.

Hola! si cree dos cuenta con el mismo IP, no sabía de ese termino, estoy conforme con el bloqueo de la cuenta porque no cumpli los termino del caso. Sin embargo, lo que exijo y pido al casino es que se me devuelva mi dinero no se pudo retirar como 498 dolares aproximadamente, es mi PROPIO DINERO, NO ES DINERO DE GANANCIAS O BONOS DEL CASINO, ES EL MISMO DINERO QUE YO DEPOSITE , QUIERO QUE EL CASINO PERMITA QUE YO RETIRE MI PROPIO DINERO

YO NO GANE NADA, EL DINERO ES TOTALMENTE MIO. PODRIA ENFATIZAR ESO AL CASINO? QUIERO QUE SE PERMITA RETIRAR MI PROPIO DINERO DE LA CUENTA , NO ES DINERO DE GANANCIAS.

Can you please inform me about the person who created a casino account from the same IP address as yours?

Hello,

Upon careful review, we can confirm that the user has more than 8 accounts on the platform, which goes against our policy. However, we are willing to make a one-time exception and refund you the deposited TRX.

Please provide your TRX address for the refund. This refund will include your initial deposit and is not from profits or bonuses.

Please note that you'll be permanently prohibited from using our platform, and no further resolutions will be offered in the future.

Kind Regards

SAM - BC.GAME

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru