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I had the account blocked because according to them I opened two accounts on the same device. My wife entered her account through my cell phone and then they blocked my account with more than 1000 reais just to keep my money.

Tive a conta bloqueada porque segundo eles eu abri duas contas no mesmo dispositivo. A minha esposa entrou na conta dela pelo meu celular e aí bloquearam minha conta com mais de 1000 reais só pra ficar com meu dinheiro.

Dear thiagooliv,

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. Do you and your wife share any of the following: household or email address, telephone number, same payment account number, IP, or device? Were your funds accumulated with or without an active bonus, please? Was any of the accounts successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Yes, I live with my wife, she used my cell phone once to log into her account.

Funds were accumulated with bonuses but all requirements were met. I've been waiting for my account to be verified for almost a month.

Sim, eu moro com minha esposa, ela usou meu celular uma vez pra entrar na conta dela.

Os fundos foram acumulados com bonus mas foram cumpridos todos os requisitos. Eu já estava aguardando a verificação da minha conta a quase um mês.

Could you please advise which casino account was created as the first one, yours or the one of your wife? The bonus that you used was a free one or you deposited any funds into your account when activating it?

Dear thiagooliv,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.