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Dear amairaniosuna,

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 how long ago you have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

Are there any funds being held by the casino?

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

I made the account since November 2021... I started the verification since December, I don't have a withheld balance and the truth is I've been playing different slots and I don't remember their names, and yesterday they replied via chat that they had blocked my account because there is one with data similar, which is illogical, if there is an account with similar data obviously it is not mine and I am uploading my official and original documents, if there is an account with similar data they should block that one and not mine, I thank you casino guru 😀

hice la cuenta desde noviembre del 2021... empecé la verificación desde diciembre, no tengo saldo retenido y la verdad eh jugando diferentes slot y no recuerdos sus nombres, y ayer em contestaron por chat que habían bloqueado mi cuenta por que hay una con datos similares, lo cual es ilógico, si acaso hay una cuenta con datos similares obvio no es mía y yo estoy subiendo mis documentos oficiales y originales, si hay una cuenta con datos similares deberían bloquear esa y no la mía, les agradezco casino guru 😀

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? Have you accumulated your winnings with or without an active bonus? 

Well, I don't know if someone opened another account, my husband spends it at work, and as I mentioned, my account is at $0.00 pesos.

pues no es de mi conocimiento si alguien abrio otra cuenta, mi marido se la pasa en el trabajo, y como le menciono mi cuenta esta en $0.00 pesos.

I do apologize but I don't understand the comment about your husband. Does he have an account in the same casino too?

I mean that my husband and I and two children live in my house, the children obviously do not have a cell phone and my husband spends his time at work he does not play casinos.

me refiero a que en mi casa vivimos mi marido y yo y dos niños, los niños obviamente no tienen ni celular y mi marido se la pasa en el trabajo el no juega casinos.

Thank you very much for your explanation, amairaniosuna. Could you please confirm that you wish to continue this case even if there's no outstanding balance to be paid?

Of course, they made me waste a lot of time sending documents so that later they come up with the idea that they block me for no reason, I want to continue with the case and that the bad casino that is ganabet was revealed

Claro, me hicieron perder mucho tiempo mandando documentos para que después me salgan con eso de que me bloquean sin motivos, quiero continuar con el caso y qUE quedé en evidencia el mal casino que es ganabet

Please understand, that we can’t penalize the casino for blocking your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.

I did not know that casino guru supported and promoted casinos of this nature, that is discrimination in case you do not know, excluding or blocking a woman for no clear reason, what a shame that this still happens in the 21st century

No sabía que en casino guru apoyaban y promocionaban a casinos de esta índole, eso es discriminación por si no lo sabe, el excluir o bloquear a una mujer sin algún motivo claro, que vergüenza que esto ocurra todabia en el siglo XXI

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.