ACR Poker Casino - Player's account has been blocked.

Hello I have on my account 1060$, I transferred from another account just because I could not withdraw because of verification, I tried to withdraw on this account "T***N" and tested 50$ withdraw by BTC, and all of a sudden I was logged out by an administrator and tried to login and it says this " Your account is suspended. Please contact the management staff.

Please I hope you can help.

Dear mowgli_101,

Thank you for submitting your complaint. Please could you provide more information and details regarding your complaint? I apologize, but I am not sure I understand what happened. Do you have two active accounts at this casino?

Thank you in advance for your reply.

Best regards,

Kristina

So I won the tournament on my account "M***3" tried to withdraw 1060$ by BTC and it was said 3-5 days for verification for withdrawal, after that I transferred the amount 1060$ on my second account "T***N" and tried to withdraw only 50$, the amount of 50$ was transferred, got also mail "Your payout has been requested successfully for an amount of $50.00 USD from your account T***N.

For further information regarding your cash out request, please contact for assistance or email us at cashier@DigitalExchange.eu." and after some time I was logged out of my account by admin, when I tried to login again, it was said "Your account is suspended. Please contatct the management staff."

Got mail from them:

Hello T***N

Your recent cash out request 123530997 in the amount of $50.00 USD has been canceled and the funds returned to your DigitalExchange account.

Reason (s):

Before requesting your withdrawal, you must verify your account by sending us a copy of your ID and utility bill.

If you need further information regarding your cash out request, please email us at cashier@DigitalExchange.eu.

Regards,

The Team at DigitalExchange

I mailed them and explained the problem

And got mail back from them:

Dear Mikheil,

As part of our security protocols. We require you to certify your account.

In order to process your request, we kindly ask for the following documents:

1. A clear picture of the front side of your Driver’s License or Government Issued ID that clearly states your name and date of birth.

2. A Selfie picture of you holding your ID

3. A clear picture of a recent utility bill, showing your name and registered address, not older than three months. If you do not have a utility bill in your name, a bank statement will also work, as long it is not older than three months and clearly states your name and address. If you choose to send us a bank statement, you can black out your financial information. Alternatively, feel free to provide us a voided blank check that shows your name and address.

You can submit your documents as an attachment in your reply.

Once you have sent us the documents, we will review them and contact you back in a timely manner.

For further assistance please do not hesitate to contact us by replying to this email.

Kind Regards,

Justin O.

Customer service representative.

I sent them all the documents that they asked for, my ID card, selfie with my ID card, Utility bill showing my name and registered address and my bank statement.

Mailed them couple more times with the same mail and no response from them.

Thank you very much for your reply, mowgli_101. Unfortunately, you have breached the General T&Cs and I am afraid that there is not much more we could do for you. Please, see here:

"1.1 Creating Your Account: To use the services, You first will need to create an account with ACR. In creation of Your Account, You will be asked to provide such personal information as ACR may require to know its customers, including, but not limited to Your first and last name, address, a valid email address to which You have access, Your birth date, and a valid telephone number. You shall ensure and are obligated to provide accurate and truthful information in creating Your account and shall keep such Account information current. In the event that You have any questions about creating Your Account or updating information, please contact support@americascardroom.com. You may only have one account with ACR and shall only use the Service using such single account. Playing poker through multiple accounts, concurrently or not, with or without the account owner’s consent, is a violation of the Terms and Conditions of Use for any person involved in such activity.

6. Player-to-Player Agreements or transactions: Under no circumstances shall You be permitted to use any "real money account" with ACR for any purpose other than for playing the Games. In the event that ACR determines that the foregoing provision has been breached by a User ACR reserves the right to immediately block access to the Games to such User, to terminate such User’s account with ACR and to seize all monies held in the relevant ACR "real money account". ACR may, in its discretion, permit You to transfer or receive funds from another ACR customer subject to the express understanding that any such transfer shall be strictly limited to transfer of funds for the sole purpose of playing poker on ACR, and shall be undertaken at Your sole and exclusive risk. Americas Cardroom does not support private transactions between players, nor will the Poker Room assist in facilitating these deals or be liable in any way for broken deals or transactions."

Please understand that it is prohibited to have more than 1 active account as well as transfer funds between two accounts. I apologize, but after reviewing all the provided information we are not able to support you further in this case. 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.