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They blocked my account for supposedly having multiple accounts. I've only been leaking this account until I made a normal withdrawal. Yesterday, April 15, 2025, I tried to withdraw and, well, I waited a long time... and today, April 16, 2025, I tried to enter to place a bet since I have a positive balance of $450 and it tells me I'm blocked. Why do they supposedly think the account is fraudulent and that I have multiple accounts ID308581537?

Me bloquearon la cuenta por supuestas multicuentas. Si solo eh estado fugando con esta cuenta hasta e retirado normal, el día de ayer 15/04/25 traté de retirar y bueno esperando el tiempo prolongado.. y el día de hoy 16/04/2025 trató de ingresar para hacer una apuesta ya que tengo un saldo positivo de 450$ y me dice que estoy bloqueado. Por qué para ellos supuestamente la cuenta está fraudulenta y que tengo multicuentas ID308581537

Dear 58412571221,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Good morning. Regarding your question! Yes, my brother has an account on this page.

I have not used VPN.

Yes, I have passed the KYC verification.

I've accumulated my winnings without a bonus. I really don't understand why they blocked me! If I make my deposits without problems, I played without any problems. On one occasion, I withdrew without any problem. This time, when I tried to withdraw, they blocked me. You can see my history there.

Buen día. Con respecto a sus pregunta.! Si mi hermano tiene una cuenta en esta página.

No eh utilizado VPN.

si eh pasado la verificación kYC

Mis ganancias las eh acumulado sin bono. En realidad no entiendo por qué me bloquearon.! Si yo hago mis depósitos sin problemas jugaba sin problema. En una ocasión retiré sin problema. Esta vez cuando quiero retirar me bloquean. Allí puede. Ver mi historial

I really don't understand why they've blocked me, why they're asking for my information, my documents, and proof of deposits. I need answers.

En realidad no entiendo el por qué me han bloqueado, que me pidan mis datos mi documentaciones y las pruebas de los depósitos echo. Necesito respuestas

Does your brother live in the same household as you?

Have you both ever accessed the casino website while using the same IP or internet network?

Have you both used your own payment methods to deposit money into this casino?

Have you both activated any bonuses?

Is your brother's profile fully verified?

Yes of course we both live in the same house!

We use the same internet.

We found out about the page through an influencer we follow. He was advertising the tower game. We decided to join, and we each opened an account! My brother's account was closed and blocked, but I kept my account active.

The welcome bonuses are the only ones they give, at least I don't know.

His must have been verified because he withdrew on several occasions.!!

The fact is that you would win by opening multiple accounts. At least I opened mine and that's the one I've been playing with and they blocked it. Yes, it seems to me that it was multi-account, because they didn't block it from the beginning. Because it let me deposit into the game normally, but to withdraw, the easiest thing is to block my account. I don't see it as fair.

Sí claro los dos vivimos en la misma casa.!

Usamos el mismo internet.

la página la conocimos por un influencer que seguimos. Y le hacía publicidad a el juego de la torre. Y decidimos entrar y ambos abrimos cada uno una cuenta.! La de mi hermano la cerraron la bloquearon pero yo seguí con mi cuenta activa.

Los bonos que dan de bienvenida solo esos por lo menos yo. El no se.

El de él seguramente debió estar verificado por que el en varias oportunidades retiró.!!

el echo está es que se ganaría por abrir cuentas múltiples. Yo por lo menos abrí la mía y con esa es con la que eh estado jugando y me la bloquearon. Si según era multi cuentas xq no me la bloquearon desde un principio, porque para depositarle al juego si me dejaba normal pero para retirar, lo más fácil es bloquearme la cuenta no lo veo justo

Have you and your brother used the same device (phone, computer) to access your casino accounts?

Have you both used the same payment card or payment method to deposit into your casino accounts?

Could you please specify why your brother's account was blocked?

Yeah, well, we use the tablet frequently. But how was I to know that if he logged in from the same device, they could block him!

At least I used my mobile payment!

I don't really know why my brother's account was blocked. They blocked it, and he never opened it again! I did keep playing. Even though I didn't withdraw because I was losing, I still kept playing. Depositing into the app! In one of those where I managed to win something, I wanted to withdraw and they blocked my account.

Si bueno utilizamos la table en ocasiones frecuente. Pero que iba a saber yo que si él entraba del mismo dispositivo podían bloquearlo.!

por lo menos yo usaba mi pago móvil.!

en realidad no sé el por que le bloquearon la cuenta a mi hermano. Se la bloquearon y el más nunca la abrió.! Yo si seguí jugando. Aunque no retiraba xq perdía igual seguía jugando. Depositándole a la aplicación.! En unas de esa que logré ganar algo quise retirar y me bloquearon la cuenta

Dear 58412571221,

Thank you for your cooperation and for answering all our questions. We appreciate your patience.

After thoroughly reviewing all the available information, we must, unfortunately, reject your complaint.

You have confirmed that both you and your brother created accounts at the same casino, lived in the same household, used the same internet connection, and frequently accessed your accounts from the same device. While we understand that each of you may have been playing independently, using the same device makes it impossible to reliably prove that the accounts were not operated by the same person. This creates a serious breach of the casino's terms and conditions, which prohibit the creation of multiple accounts by the same individual.

Because of this, the casino had sufficient grounds to suspect a violation of its multi-accounting policy and to take action accordingly. Under these circumstances, we’re unable to request the reopening of your account or the release of your balance.

We understand this outcome may be disappointing, but based on the facts provided, we are not in a position to help further.

Best regards,

Veronika

Casino.Guru Team