ACR Poker Casino - The player's account got closed.

It turns out that my husband and my son have an account in América cardroom and they have won well, so I decided to create an account to win the same since we all play poker, I started with my account, I played normally for a few days without success, I had not verified the account then In a tournament I won 30 USD I decided to verify my account to prepare for the next withdrawal and to my surprise they accused me of multi-accounts and they closed my account, I said well they didn't let me verify the account, that is, they didn't let me send documents and they blocked my account there I lost 30 USD, I let a little while go by and I decided to create another account, I played the same thing for a while without problems winning and losing but it turns out that yesterday, that is, 06/08/2023, I entered a freeroll tournament of two stremers that is special If you manage to eliminate any of them, you win a 1000 USD bounty. I was lucky and eliminated it. After winning that amount, I saw it in my account, I sent my documents to verify the account and be able to withdraw, and oh surprise, they returned to me. ban and steal . Through this complaint I need help since I have proof that I have never used multi-accounts and the casino wants to take advantage of me and steal something that I do not understand because if they do not need it, could they please help me. I have emails and videos of me playing in the tournament

Hello Alicialeon2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Americas Cardroom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why did you create a second account in the casino (as it already means you have multiple accounts and the casino has the right to ban you and void any winnings generated)? Did you claim any bonuses which your family claimed as well? Are their account still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Let's see, I'll explain, I created a second account because the first one banned me for no reason, I simply won 30 USD and when I try to withdraw, boom, permanent suspension according to them, multi-accounts, as far as I know the term multi-accounts refers to many accounts used by a player, which It never happened, they closed my first account, wait for a while to pass and create another one, since the first one didn't even let me send verification documents, they simply closed it and gave no other option, that's the first answer, the second, neither my family nor I claimed absolutely no bonuses or benefited from any rewards, my account was simply blocked and they didn't give me the option of anything, I told them show me the fraud since we never did fraud because they play far apart from me I sent them a video of how I won the 1000 and it is totally legal last night Friday June 10th I sent them my husband's and mine's documents again so they could see that we were totally different people and you know what they did they also decided to suspend my husband's account which seems to me to be even more unfair since As I told you, he had his verified account and I had mine and I'm telling you my son is 27 years old and also has his fully legal and verified account because the casino is abusing its power and a term that was never violated and they also blocked his account, I mean they're going overboard because they're laughing in our faces tell me what kind of evidence you want. and I send them to you

Hello Alicialeon2,

Unfortunately it does not work like that. If your first account got closed it means that you were not eligible to play in the casino for some reason. You was supposed to contact them in order to reopen the old one or ask for the reason of blocking it but as you've created a new account, you violated the casino terms and they had every right to close it and void any balance on it.

I'm really sorry but in your case, the casino was correct and did nothing wrong and there is nothing we can do about it.

Please be sure to never create 2 accounts in 1 online casino even if your old one is closed as it is still a breach of terms.

Is there anything else I can assist you with? If not, the complaint will be closed.

Dear Alicialeon23,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.