AceBet Casino - Player's account has been closed due to a ban.

I verified my identity at 60 sc. I kept playing and by the time I was banned I was at 122 sc. Support says I have an account already and banned me but this was my first time at their site.

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Dear Bhillbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified? If there’s any relevant communication, please forward it to karla.m@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. Karla M.

As far as I know no other account was verified or opened under the same IP address. And there was no active bonus on my winnings

Dear Bhillbo,

Thank you for your response.

Could you please provide any supporting evidence you have regarding this case, particularly:

• Any email or notification from the casino informing you that your account was blocked/closed and stating the reason.
• Screenshots or chat logs of your communication with casino support regarding the alleged duplicate account.
• If available, any evidence showing your balance before the account was blocked.

You can attach the evidence directly here or forward it to my email address.

Thank you in advance for your cooperation.

Karla M.

This the screen just after login this was today.

This was right before I was banned. Unfortunately Idt I have any pictures of my balance because the ban came unexpectedly. I know with 100% certainty it was at least 122sc… If not more.

Dear Bhillbo,

Thank you very much for providing the screenshots.

Could you please confirm whether your casino account had successfully completed the KYC verification process before it was blocked?

If so, please let me know approximately when the verification was completed and whether you received any confirmation from the casino that your account had been successfully verified.

Additionally, could you please confirm whether you used or claimed any bonus or promotion on this account at any point before it was blocked?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla