Dupoc Casino - プレイヤーのアカウントは閉鎖されました。

I made some deposits on the platform and won free spins. I used the free spins and when I went to withdraw, they blocked my withdrawal and my account. I did not violate any rules.

Realizei alguns depósitos na plataforma e ganhei rodadas grátis.Joguei as rodadas grátis e quando fui sacar bloquearam meu saque e minha conta. Não infligi nenhuma regra.

Dear Samantaarcenio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we move on with this complaint, could you please post the casino's website link here in this thread?

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you Kristina.

Dupoc.com

Obrigada Kristina.

Dupoc.com

Thank you for your reply, Samantaarcenio. I asked our data team to add the casino to our database so we can contact them later if necessary.

Meanwhile, please allow me to ask you a few questions, so I can understand the whole situation completely:

• Did you pass the verification before the casino blocked your account?
• Did the casino specify why was your account closed? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance.

My account was verified and I was able to make the first withdrawal. After that, it was blocked for no reason and I was unable to play or withdraw the remaining balance.

I didn't hear back from the chat service. No one answered me.

Minha conta foi verificada e eu consegui fazer o primeiro saque. Ela foi bloqueada após isso sem motivos que não permitissem jogar ou sacar o saldo restante.

Não obtive retorno do atendimento via chat. Nenhum atendente me atendeu.

Thank you very much, Samantaarcenio, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Samantaarcenio!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team