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My account has been blocked and I am prevented from playing at the casino..the reason they give me is that my account is duplicated, but the verification was approved. I have the emails..and only after requesting the withdrawal, the block occurred. what seems to have been a mistake is that my wife also has an account in this casino and we use the same internet network, but the simple fact of not giving us the opportunity to prove that we are two different people already proves that the casino is acting in bad faith because I had already withdrawn it when it was a lower amount... just highlighting I'm married on paper, my wife's account she doesn't use anymore and only mine had a balance and I was verified with all approved documents.. .and now I can't even get my balance and I can't play anymore...

Minha conta foi bloqueada e estou impedido de jogar no casino..o motivo que eles me passa é que minha conta está duplicada, porém a verificação foi aprovada.tenho os e-mails ..e só após solicitar a retirada aconteceu o bloqueio..o que parece que pode ter sido um engano é que minha esposa também tem conta nesse cassino e ultilizamos a mesma rede de Internet , só que o simples fato de não nos darem a oportunidade de comprovar que somos duas pessoas diferentes já prova que o casino está agindo de má fé pois até retirada eu já havia realizado quando era valor menor...só ressaltando sou casado no papel, a conta da minha esposa ela não utiliza mais e só a minha tinha saldo e eu fui verificado com todos documento aprovados...e agora nem posso pegar meu saldo e nem posso jogar mais...

Dear henriquereis199119, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

"3.2.1. You may have the one and only account on this website, registered in your own name. Any other accounts in your name on this Website will be considered Duplicate and will be closed immediately. Company may also at its discretion void all the bets that have been placed in the duplicate accounts. Should company decide to leave one account open, it will be the first account that you opened, to which your remaining deposits, if any, will be transferred (subject to reasonable charges); If you gained or accrued any returns, winnings or bonuses on your Duplicate Account they will be canceled and deposits will be transferred to your first account. ..."

Could you please advise for how long has your wife been inactive at this casino? Have you accumulated your balance with or without an active bonus?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

Good morning Kristina,

This is a copy of the email I sent to your private email with the difference that I attached some prints there.

"In my name I only have one account, it turns out that in my view there was a mistake on the part of the casino that thinks that my wife's account is mine but we have the documentation that we are married and I can prove that we are two different people, we just use the same internet network, which may also have caused this problem and the fact that the deposit that was sometimes made to her unverified account came out of our bank account, the point is that my account passed the verification and about 40 minutes after that it was blocked, if there was any problem because it didn't fail since I was waiting for the verification for 7 days

My balance was made through a deposit of 350 reais where I won a bonus and made bets until the amount requested in the bonus roll was completed... my wife's account has zero balance and she hasn't played for days. and if you have something specific that helps you that I can have and just ask me and I'll be happy to send it....just pointing out that:

1° I had already made withdrawals before,

2° my wife's account has not yet been verified because she only used it to play from time to time and made small deposits

3°they didn't say what this duplicate account would be because you can't use the same email in two accounts

4° my wife's account is all in her name with her documentation the only thing was that she made a deposit from my bank account to her account but her account was not verified and she has no balance and she didn't make any withdrawals if she needs to of her documentation we can send at any time requested."

Bom dia Kristina,

Essa é uma cópia do e-mail que enviei em seu e-mail particular com diferença de que lá anexei alguns prints.

"Em meu nome tenho apenas uma conta, acontece que ao meu ver houve um engano por parte do cassino que pensa que a conta da minha esposa é minha porém temos a documentação que somos casados e posso provar que somos duas pessoas diferentes , apenas usamos a mesma rede de Internet,o que também pode ter ocasionado esse problema e o fato de o depósito que algumas vezes foi realizado na conta dela que não é verificada saiu de nossa conta bancária,o ponto e que a minha conta foi aprovada na verificação e cerca de 40 minuto após isso foi bloqueada, se tinha algum problema porque não foi reprovada já que fiquei aguardando a verificação por 7 dias 

O meu saldo foi feito através de um depósito de 350 reais onde ganhei um bônus e realizei apostas até completar o rolo valor requisitado no bônus...a conta de minha esposa está com saldo zerado e ela não joga há dias.vou enviar alguns prints e se tiver algo Em específico que ajude você que eu possa ter e só me pedir que terei prazer em enviar....só ressaltando que:

1° eu já havia realizado retiradas antes,

2° a conta da minha esposa ainda não foi verificada pois ela somente usava pra brincar de vez em quando e realizava depósitos de valores baixos

3°eles não disseram qual seria essa conta duplicada pois não da pra utilizar o mesmo e-mail em duas contas

4° a conta da minha esposa está toda no nome dela com documentação dela a única coisa foi que ela realizou um depósito de minha conta bancária na conta dela mais a conta dela não foi verificada e ela não tem saldo e nem fez nenhuma retiradae se precisar da documentação dela podemos enviar a qualquer momento que nos for solicitado."

Thank you very much henriquereis199119 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi henriquereis199119,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Mr Bet Casino to the conversation to participate in the resolution of this complaint.

Hello Peter,

Please kindly check our recent response regarding the case.

If you need any additional information please let us know.

Best regards,

Mr.Bet casino team

Hi, thank you, I sent you an additional question.

Dear henriquereis199119,

Based on the provided evidence from the casino, I'm afraid, we will have to reject your complaint. If it was just you and your wife playing from the same household, it wouldn't be great, but we are convinced that verified players even from the same household should get paid their winnings. However, this is not the case because you used the same CPF number for both accounts. This is a clear breach of the casino's T&Cs and therefore we can't help you.

If you disagree with our decision, I recommend you to turn to the Curacao Gaming Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter