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They won't let me withdraw my money and they blocked my account saying that I have several and I only have this account

No me dejan retirar mi dinero y me bloquearon mi cuenta diciendo que tengo varias y solo tengo está cuenta

Dear juaneduyt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.  Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino accused you of opening multiple accounts? Could you please advise if you have passed the verification before the casino blocked your account?

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

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

If according to them they tell me that my account was already verified and I deposited with a bonus but I fulfilled the bonus and it was already pure real money and when I wanted to withdraw they blocked my account

Si según ellos me dicen que ya estaba mi cuenta verificada y deposite con un bono pero el bono lo cumplí y ya era puro dinero real y cuando quise retirar me bloquean mi cuenta

In fact, when I asked them to support me with my withdrawal, they sent me an email and then they come out with that my account is blocked

De echo cuando pregunté para que me apoyaran con mi retiro me mandaron un correo y después salen con que mi cuenta está bloqueada

Dear, juaneduyt

Can you please let us know, who does the account "jeac171*soler@gmail.com" belong to?

Since we see the registration from the same device, the usage of no-deposit bonuses as well as the game-play which is prohibited by the T&Cs of the Casino.

Thank you in advance!

Best regards

My dad also plays casino and he lent him my cell phone because his doesn't let him play

Mi papá también juega casino y le prestó mi celular por qué el suyo no lo deja jugar

But if you occupy something I can tell you so that you do the corresponding thing that you see is necessary

Pero si ocupa algo le puedo decir para que aga lo correspondiente lo que ustedes vean sea necesario

juaneduyt, do I understand correctly that you and your dad both have active accounts at this casino? Could you please advise if you have passed the verification?

I think that if, as I mentioned how his CEL broke down, he lent him mine to play

Creo que si como le comento como su CEL se descompuso le prestó el mío para jugar

But he takes some of his papers or INE to tell him

Pero ocupa algo de sus papeles o INE para decirle

Do you have any confirmation regarding successful verification? Could you please advise who created an account first - you or your father?

I think I'm not very sure why but I asked him and he told me that if I send photos of his INE

Creo que yo no estoy muy seguro por pero le pregunté y me dijo que si mando fotos de su INE

And he also told me that he remains at your service for any clarification.

Y también me comentó que el queda a sus órdenes para cualquier aclaración

I am sorry, juaneduyt, but two people playing from one device is prohibited by the vast majority of casinos. The casino is not able to detect precisely who was playing and when, and unfortunately, in this case, when both of you used no deposit bonuses, we cannot support you further. We would really like to help, but it is impossible for us this time.

I can only recommend that you both always play from your own devices to avoid situations like this in the future.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.