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They blocked my account for gaming, betting, and making withdrawals; they asked for a photo of my ID, which I sent, then they asked for a photo of my face next to the ID, holding the device I use for gaming—I sent that too—but they keep dragging their feet on the same thing and won’t unblock my account so I can make withdrawals, even though I’ve already requested well over €5,000 from this casino and now they won’t pay me €1,997. Please help me.

Bloquearam minha conta para jogar, apostar , para fazer levantamentos, pediram foto do documento oque enviei, depois pediram foto do meu rosto junto ao documento, com o aparelho que isso para jogar , enviei também , e ficam sempre a enrolar na mesma coisa, e não desbloqueiam para eu fazer levantamentos , sendo que já pedir muito mais que 5000€ nesse cassino e agora não quererem me pagar 1997. Me ajudem por favor

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Dear Raphaels,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you sucesfully withdrawn funds from this casino before?
• Could you please confirm whether you have now successfully completed the KYC verification process, or is your verification still pending?
• Did you have any active bonus on your account, or did you use a bonus to accumulate your winnings?

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

Karla M.

I was already able to make withdrawals; I didn't have any active bonuses and had completed KYC. I also resubmitted all the required documents, but now they've closed my account and withheld 2,000 euros in funds. And I didn't have any active bonuses.

Já conseguir sacar, não tinha bonus ativo e tinha o kyc , também mandei novamente todos os documentos requeridos, agora fecharam minha conta e reteram 2 mil euros em fundos . E eu não tinha nenhum bonus ativo

Dear Raphaels,

Thank you very much for your clarification.

Could you please send me the link to the exact casino website where you registered and played?

Additionally, if you are still able to access the casino website or any part of your account, could you please provide screenshots showing your account, current balance, withdrawal history, and any message or restriction you see when trying to access your account?

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

Karla M.