BetBoom Casino MX - Player’s account is closed over alleged multiple accounts.

I only registered at this casino a few months ago (I completed the verification process and even added two bank accounts, which were accepted without issue). Previously, I tried to register with my email, but I couldn't access the account I had provided. I ended up creating an account with my cell phone number, and everything went smoothly. I made a deposit, but didn't win. A few days passed, and I logged in again without any problems, deposited again, and got lucky, winning some cash. I made a withdrawal of 500 Mexican pesos to keep some funds for playing. I patiently waited for my deposit to arrive, but nothing happened. Then I logged in again, and my account was blocked. No deposits were made, nothing. So, now that I'd won something, they verified my account, the other email address came up, and they froze my winnings and blocked my account for allegedly having multiple accounts. But when I registered, they accepted all my information, and I passed the verification process without any problems, including my bank accounts. At that time, they didn't tell me I had multiple accounts until I tried to withdraw. In my opinion, that shouldn't be my fault for them to block my account. My account—I won that money. If, when I checked, they didn't find anything and told me I couldn't register, that's not my problem, because I received messages about bonuses, etc. But none of them checked my information. I have the messages from day one, that's why I demand they deposit what I won. If they think I can't have accounts at the casino, fine, I accept that, but it's not fair that they keep my money. The last image shows what I was going to withdraw, and it's blocked.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please clarify why you were unable to create an account using your email address? Did you receive any pop-up notifications explaining that, for example, you already had an account registered with that email address?
• Were you aware that you had already created an account at this casino in the past?
• Please forward me the communication between you and the casino’s customer support regarding the accusations of multiple accounts at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening, regarding your questions:

I didn't register with my email before because I forgot my password and couldn't see the code to verify my email, so I just left it like that. Then a friend showed me that he had an account, and I decided to register this time with my cell phone number. They accepted all my information, and at no point was I informed that there was already a person with the same information. They even gave me the bonuses as a new user.

I remembered that I had already created an account, but I had doubts about whether it was this casino, so I did it again, and since there were no problems, I thought that maybe it wasn't the casino I registered at.

I only have one email saying my account is blocked and to contact support, but because they took too long to respond, they kept changing my advisor, which made it very complicated, and I have no proof of it, just the email.

Thank you for your responses and for the additional explanation.

So, if I understand correctly, you first created an account using the email address "L**********6803@gmail.com," but you were unable to verify the email address because you had forgotten the password to that email account.

Were you able to access the casino account you created using this email address? Did you activate any free bonuses or make any deposits from this account before creating another account using your phone number?

Did you provide any personal information when registering your first account?

When exactly did you create each of your accounts?

Good afternoon. I didn't try to log in because I didn't remember creating an account. As I mentioned, I thought it wasn't that casino. I created my account with my regular phone number, and since I didn't have any verification problems, I deposited and played twice. This time, when I tried to withdraw, that's when I encountered this problem. I only provided complete information for this account, which is why it seemed strange to me that even though the casino claims I violated the rules by having multiple accounts, I was able to complete my bank verification without any issues. It didn't detect that I already had one account and let me continue. Even when I log into my account, which it obviously says is blocked, I keep receiving notifications about promotions and surprises. This is just a joke to me. If the casino doesn't want to give me the money I won playing, it doesn't matter because I've already waited a long time, and I feel it's unfair to treat someone like this when they trust them and invest money. The mistake was theirs, not mine, for not verifying before accepting. I couldn't tell you exactly how long ago I created the accounts, but the last one is no more than two months old.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mosshinostar22,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika