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.

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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