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Hello good afternoon, they blocked my account at this Casino, claiming that I have several accounts, because I have accessed my sister's and a friend's account through the same device.

I had deposited 200 reais in my account played and won, an amount of more than 400 reais, I don't remember for sure the exact amount.

They asked me to verify my account (I did), then they said that I could withdraw the amount I had in my account, but it would be blocked.

But they only let me withdraw the deposit amount, what I won playing was withdrawn from my account.

However, I see in some groups several cases similar to mine, only that they are letting people withdraw the full amount of the accounts, not just the deposit.

I would like your help to be able to withdraw the total amount I had won.

They claimed I was cheating or something.

But if there is a rule, why are other people having more advantages than me?

If I could only withdraw my deposit amount, that should be true for everyone.

Olá boa tarde, bloquearam minha conta nesse Casino,alegando eu ter várias contas,por eu ter acessando a conta da minha irmã e de uma amiga pelo mesmo dispositivo.

Eu havia depositado 200 reais na minha conta jogado e ganhado,um valor de mais de 400 reais, não me lembro ao certo o valor exato.

Pediram p eu fazer os procedimentos de verificação da minha conta,(eu fiz),aí disseram que eu poderia fazer o saque do valor que eu tinha em minha conta, porém ela seria bloqueada.

Só que só me deixaram sacar o valor do depósito,o que eu ganhei jogando foi retirado da minha conta.

Porém vejo em alguns grupos vários casos iguais ao meu, só que estão deixando as pessoas sacarem o valor total das contas, não só o depósito.

Eu gostaria da ajuda de vocês para consiga sacar o valor total que eu havia ganhado.

Alegaram que eu estava trapaceando ou algo assim.

Mais se tem uma regra,por que outras pessoas estão tendo mais vantagens do que eu?

Se eu só pude sacar o valor do meu depósito,isso devia valer para todos.

Dear JoyceFS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found (here):

"Cancellations, Suspensions and Closure 

...

(ix) we suspect that you have registered, manage or direct your betting activity on multiple user accounts in an attempt to hide your betting activity, bypass our set trading limits or violate any promotion Terms and Conditions; or"

Could you please advise if you completed the account verification successfully in the past? Do I understand correctly that all three casino accounts were accessed from the same device?

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

Best regards,

Petronela 

I did all the verification procedure that they asked, through the website and through another link they sent me, from an email that takes care of the security of the accounts.

Yes, I accessed all the accounts on my cell phone, because my sister and friend were having difficulties and asked me for help.

I don't care about canceling the account.

I just wanted to know why I couldn't withdraw all the balance I had in my account, 200 reais from the deposit plus the winnings of more than 200 reais in bets made.

They only let me withdraw 200 reais, which was the amount of my deposit, but other users also had accounts canceled and were able to withdraw all the amount they had in their accounts.

Fiz todo procedimento de verificação que eles pediram,pelo site e por outro link que me enviaram,de um email que cuida da segurança das contas.

Sim,eu acessei todas as contas pelo meu celular,pois minha irmã e amiga estavam com dificuldades e me pediram ajuda.

Eu não estou me importando com o cancelamento da conta.

Eu só queria saber por que não pude retirar todo saldo que eu tinha em minha conta,200 reais do depósito mais os ganhos de mais de 200 reais em apostas feitas.

Só me deixaram retirar 200 reais que foi o valor do meu depósito, porém outros usuários também tiveram contas canceladas e puderam retirar todo valor que tinham nas contas.

Dear JoyceFS,

Could you please advise which games you were playing and if you accumulated your winnings with an active bonus?

I only played one game of roulette, I had no bonus in my account, I was playing for real money.

Joguei apenas um jogo de roleta, não tinha bônus em minha conta,estava jogando com dinheiro real.

I see. Thank you for the clarification. Do I understand correctly that you have accessed other casino accounts from your device? I'm sure you understand that this is strictly forbidden, correct? Why your sister and friend aked you to do so?

I didn't know that it was forbidden to access other accounts, my friend asked for help because she couldn't log into her account, and asked me for help trying to log in.

My sister and I use the same cell phone to create the accounts.

Eu não sabia que era proibido acessar outras contas,minha amiga pediu ajuda pois não estava conseguindo fazer login na conta dela,e me pediu ajuda para tentar logar.

Eu e minha irmã usamos um mesmo celular para criar as contas.

Dear JoyceFS,

Please understand that if more than one person accesses casino accounts from the same device it is very difficult for the casino to distinguish that this is not an attempt to create multiple accounts.

Could you please advise in which order were the accounts created? Were you the first one to have an account or your sister? Have you completed the account verification before a refund of your deposited funds has been processed?

My sister was the first, yes they only let me withdraw after doing the verification procedures, I understand!

However, I learned of reports of people who did the same as me, and were able to withdraw all the amount that was in the account, both the deposit and the winnings.

Would it be fair for me to be able to withdraw the entire amount as well, if there is a rule, it should be valid for everyone, why can some withdraw deposits and winnings, and others only the deposit?

I'm talking about people who did the same as me opened accounts with family members on the same device.

I would even have proof more people have already deleted the messages.

Minha irmã foi a primeira,sim só me deixaram sacar depois de fazer os procedimentos de verificação,eu entendo!

Porém eu soube de relatos de pessoas que fizeram o mesmo que eu,e puderam sacar todo valor que havia na conta,tanto o depósito quanto os ganhos.

Séria justo eu poder sacar também todo valor,se tem uma regra, deveria ser válido para todos,por que uns podem sacar depósitos e ganhos,e outros somente o depósito?

Falo de pessoas que fizeram o mesmo que eu abriram contas com familiares pelo mesmo dispositivo.

Eu até teria provas mais as pessoas já deletaram as mensagens.

Just a short recap before we'll move forward. Could you please confirm the following events:

• you played one session on roulette only
• accumulated winnings without bonuses
• completed KYC verification successfully
• created your casino account after your sister registered hers
• your and sister's account were both accessed from one device
• you received a refund of deposited funds

Looking forward to hearing from you.

Exactly!

Exatamente!

I'm truly sorry, JoyceFS, but it seems as if other accounts were kept open because they were created as the first ones. Please understand that it would be a different story if you haven's accessed other accounts from your device. In this case, it is very difficult for the casino to distinguish who was playing on which account. For future references, I would recommend contacting the casino beforehand and getting their permission to open more than one account using the same IP address and device.

Unfortunately, we are not able to help you in this case.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. Thank you in advance for your reply and understanding.

My question is not about the account being closed, this question I understood, I wanted to know why the other people who also had their accounts blocked, could withdraw the deposited money plus the winnings, and I could only withdraw the amount of my deposit !

Minha questão não é sobre a conta ter sido fechada,essa questão eu entendi,eu queria saber por que as outras pessoas que também tiveram suas contas bloqueadas,puderam sacar o dinheiro depositado mais os ganhos,e eu pude apenas retirar o valor do meu depósito!

Dear JoyceFS,

After reviewing this case again, I'd like to double-check if you have received confirmation about successful account verification from the casino. I understood that you have been prompted to provide personal documents for the KYC, but was your account verified too? If yes, please forward the confirmation to petronela.k@casino.guru at your earliest convenience.

Dear JoyceFS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Sent

Enviado

Screenshot from the player:

Thank you, JoyceFS, for the forwarded screenshot. If I'm not mistaken, it says that your documents have been accepted for verification, but it doesn't confirm that your account was successfully verified.

It has been verified! Both via this email and on the Sportbet.oi website.

And that everything is next to the email, which I exchanged with them, and I am not able to find it, but my folders.

It was so successfully verified that it was only after these verifications that I was able to withdraw my deposit into the account.

Foi verificada! Tanto por esse email,quanto no site da Sportbet.oi.

E que está tudo junto ao email,que troquei com eles,e não estou conseguindo achar, lá mas minhas pastas.

Tanto foi verificada com sucesso que foi só depois dessas verificação que pude retirar meu depósito,na conta.

I wish I could be of more help. As we learned earlier, your account was created after your sister was already using hers, hence, your account was marked as duplicated. That's the reason you received your deposit only and not the winnings.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.