Joo Casino - プレイヤーのアカウントは閉鎖されました。

I created my account yesterday, placed some bets and won a large prize of 1600 R$. I verified my account through several processes they requested so that I could withdraw. After that, my withdrawal remained pending for several hours, and today when I went to access my account, it shows that it was deactivated for no reason.

criei minha conta ontem, fiz algumas apostas e consegui um grande premio de 1600r$, verifiquei minha conta com vários processos que eles pediram para eu conseguir sacar, após isso meu saque ficou pendente durante varias horas e hoje quando fui acessar minha conta está constando que ela foi desativada sem motivo algum

Dear filipebiel201,

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you provide any documents to verify your account before it was blocked?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I only bet on slots, I provided all the documents they asked for, I didn't accumulate any winnings with active bonuses like free spins or anything like that, they sent me an email to refund my deposit but I wanted to receive the amount of my winnings because the amount would be very important to me.

Eu apostei apenas em slots, eu forneci todos os documentos que eles pediram, não acumulei nenhum ganho com bônus ativo como rodadas gratis ou algo do tipo, eles me enviaram um e-mail para reembolsar o meu deposito porem eu queria receber o valor dos meus ganhos porque o valor seria muito importante para mim.