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Hi good morning, 15 days ago today I was playing and I was blocked, it was probably because I had created another account, I always log in with my Google account and it could be that I accidentally signed up for another account on my device when I logged in, I didn't play on another account, I asked for a review and I haven't heard back.

Please, if possible, activate my account. I was playing with a balance of approximately 450 dollars.

I didn't request a withdrawal, I was just playing.

Thank you in advance.

att. Djavan C***** F*****

+55 49******231

Oi bom dia, faz 15 dias hoje que estava jogando e fui bloqueado, provavelmente foi pelo motivo que eu havia criado outra conta sempre faço login pela conta Google e pode ser que sem querer no momento do login acabei inscrevendo outra conta que tenho no aparelho, eu não joguei em outra conta, solicitei revisão e não tive resposta.

Por gentileza eu gostaria se possivel que fosse ativa minha conta. Estava jogando com um saldo de aproximadamente 450 dólares.

Não solicitei retirada, só estava jogando.

Agradeço desde já.

att. Djavan C***** F*****

+55 49******231

Dear djavancorreafinger,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your account being blocked.

To assist you further and address the situation with the casino, I’d like to ask a few more questions for clarification:

• Could you confirm if you received any notification or email from the casino regarding your account being blocked or the reason for it?
• Do you have any confirmation of the account that was blocked (such as the email or username associated with the account)?
• Have you attempted to contact customer support directly for an update? If so, what was their response?
• Can you provide a screenshot or evidence of your balance of approximately $450 at the time of the block, if available?

Please feel free to forward any relevant communication or documentation to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Hello noble Petronela.

Hi, I received an e-mail after seeking information from online support. The e-mail said that I would have 7 days to appeal. I tried several ways (I asked online support to open a ticket, I contacted them in several e-mails, but I didn't hear back from them).

Online support opened the ticket and gave me the protocol number, but I didn't hear back from them. I'll look for evidence and post it here again.

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I wasn't going to stop anytime soon, my goal was to keep going. When I was blocked, I had about 430 USD to about 460 USD, I didn't take screenshots because that's fairly normal here. I've already reached more than 2.5 thousand USD, I withdrew a thousand usd, it went right in, and I melted the other 1.5 (lol, I'm a gambler). From a deposit of 20 I withdrew 1000 I made sure to melt 1500 of the balance I could have withdrawn, I've played a lot here from 10 USD a round....

Finally, I've got a video of a few moments before, I can send it to you by other means, but here's the video.

Olá nobre Petronela.

Oi recebi um e-mail depois de ir buscar informações com o suporte online. Nesse e-mail dizia que eu teria 7 dias para recorrer tentei de várias formas (solicitei o suporte online para abrir chamado, em vários e-mails fiz contato mas não tive retorno.

O suporte online abriu a chamado passou o número do protocolo, mas não tive retorno no e-mail. Vou procurar evidências e volta a postar aqui.

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Não iria parar tão cedo meu objetivo era continuar quando fui bloqueado estava com uns 430 USD até uns 460 USD, não tirei print que isso é razoavelmente normalmente aqui já cheguei a mais de 2,5 mil USD saquei mil usd entrou certinho derreti os outros 1,5 (rsrsrs, sou jogador). De Um depósito de 20 saquei 1000 fiz questão de derreter 1500 do saldo que poderia ter sacado, ja joguei muito aqui de 10 USD a rodada....

Em fim tenho um vídeo de momentos antes posso enviar por outro meio mas aqui está indo vídeo.

Hi djavancorreafinger,

Thank you very much for your message.

• To help clarify the situation and assist you further, could you please provide the two email addresses that could be possibly connected to the accounts? One would be the obvious one, but in case the second account was created accidentally via your Google account, we would need to know that one as well.
• Additionally, can you confirm whether you accumulated your winnings with or without an active bonus?
• Since you mentioned withdrawing funds in the past, was your account successfully verified at that time?

Thank you for your cooperation, and I look forward to your reply.

Hi Petronela, it's nice to meet you and thank you for your kindness, concern and the space to mediate. I hope you're well there, everything is fine here. Greetings to the America777 casino team, I hope you're all well, I really like the casino, we've had a few problems, but that's part of it, I'm sure and confident that they'll be resolved in the best possible way. I apologize in advance for bringing the case forward, but there will always be problems, who solves problems increases confidence and favors gaining new users, plus it ends up being positive for both sides.

-could you provide the two e-mail addresses that could possibly be connected to the accounts?

=Unfortunately, there was some kind of synchronization which meant that even if I logged in with an unregistered account, I was still logged in. I haven't played, I haven't deposited, I haven't checked other accounts, and certainly the first one I checked was this one", These emails are from three different people, unfortunately I'm calling from my google account and my cell phone crashes, I click twice and I'm logged into an unregistered account, some email from the next tab.

-One would be the obvious one, but if the second account was accidentally created through your Google account, we'd need to know that one too

=

-Also, can you confirm whether you accumulated your winnings with or without an active bonus?

=Without an active bonus at the time of withdrawals, the day before I had deposited with a bonus code, which ended up being reset, canceled. The next day I received cachebak in real balance and it was through this real balance in Cashback that I was able to withdraw each time.

-Since you mentioned withdrawing funds in the past, was your account successfully verified at the time?

=Yes, everything is fine with that.

I haven't made any withdrawals.

att. Djavan

Olá Petronela, legal eu que fico feliz e agradeço a gentileza, preocupação, e o espaço de intermediação. Espero que você esteja bem ai, aqui está tudo certo. Saudações a equipe do casino America777, espero que se encontrem todos bem, gosto muito do cassino já tivemos alguns problema, mas faz parte tenho plena certeza e confiança que vai ser resolvido da melhor forma. Desde já peço desculpas por levar o caso a frente, mas poblemas sempre vai ter, quem resolve problemas aumenta confiança e favorece a ganhar novos usuários, a mais acaba sendo positivo pros dois lado.

-você poderia fornecer os dois endereços de e-mail que possivelmente poderiam estar conectados às contas?

=Eu infelizmente ouve algum tipo de sincronização que mesmo fazendo o login com uma conta não cadastrada estava entrando. Eu não joguei não depositei nem verifiquei outras contas, e certamente a primeira aqui verifiquei foi essa"djavancorreafinger@gmail.com, Esses e-mails tem de três pessoas diferentes infelizmente ligando pela conta google e o celular travando dando duas clicada e já entra logado em conta não cadastrada, algum e-mail da guia seguinte.

-Um seria o óbvio, mas caso a segunda conta tenha sido criada acidentalmente por meio da sua conta do Google, precisaríamos saber esse também

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-Além disso, você pode confirmar se acumulou seus ganhos com ou sem um bônus ativo?

=Sem bônus ativo no momento dos levantamentos, Um dia antes tinha depositado com código de bônus, esse acabou zerado, se cancelou. No dia seguinte recebi cachebak em saldo real e foi através desses saldo real em Cashback que fui levantando cada vez.

-Já que você mencionou a retirada de fundos no passado, sua conta foi verificada com sucesso naquele momento?

=Sim, tudo certo com essa questão.

Não realizei retirada.

att. Djavan

Hi djavancorreafinger,

Thank you for your kind words and for sharing more details about your case.

I’d like to clarify a few points to better understand the situation:

• How many email addresses seem to be connected to your account(s)? You mentioned some kind of synchronization issue—could you specify which email addresses might be linked?
• Just to confirm, did you accumulate your recent winnings entirely from the cashback bonus?
• You mentioned that your account was successfully verified, but I also noticed you said, "I haven't made any withdrawals." Could you clarify whether you’ve ever had a successful withdrawal from this casino in the past?

Your answers will help us move forward with your case.

Hi good morning!

*How many email addresses seem to be connected to your account(s)?

-Those pictures of email addresses I have saved on my cell phone, I don't have an account on all of them. I accidentally entered one of these when logging in. Maybe it's even max nus 2.

You mentioned some kind of synchronization problem - could you specify which email addresses might be linked?

- or , or . I can't remember exactly.

Just to confirm, did you accumulate your recent winnings entirely with the

bonus?

-I had a little bit of real balance, less than 5 dollars and I got cashback. Which goes straight into the real balance.

You mentioned that your account was successfully verified, but I also noticed that you said: "I haven't made any withdrawals". Could you clarify if you have made a successful withdrawal from this casino in the past?

- Yes, I have made several withdrawals of winnings, but at the time I was blocked I had not made any withdrawals, I had no pending withdrawals, only a real balance in my account.

I've been trying to contact the casino, I haven't heard back from them by email, and on their website they say it's under review.

Oi bom dia!

*Quantos endereços de e-mail parecem estar conectados à(s) sua(s) conta(s)?

-Aquelas fotos de endereço de e-mail tenho salvo no celular, não possui conta em todos. Entrei sem querer em um desses no momento de fazer o login. Talvez pode ser até no máximos nus 2.

Você mencionou algum tipo de problema de sincronização — poderia especificar quais endereços de e-mail podem estar vinculados?

- sz.posicoes@gmail.com ou treviculo@gmail.com, ou djavan897@gmail.com. não lembro exatamente.

Só para confirmar, você acumulou seus ganhos recentes inteiramente com o bônus

de cashback?

-tinha um pouco de saldo real, dava menos de 5 dólares e recebi cashback. O qual entra direto em saldo real.

Você mencionou que sua conta foi verificada com sucesso, mas também notei que você disse: "Não fiz nenhum saque". Você poderia esclarecer se já fez um saque bem-sucedido deste cassino no passado?

- sim, já fiz várias retiradas de ganhos, porém no momento em que fui bloqueado não tinha realizado saque, não tinha saque pendendo, somente saldo real na minha conta.

Venho tentando contato com o cassino, no e-mail não tive retorno, e no site pelo os atendentes dizem que está sob revisão.

Thank you very much, djavancorreafinger, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello djavancorreafinger,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite America777 Casino to join the conversation and participate in the resolution of this complaint.

Dear America777 Casino,

Can you please provide further insight into the reasons for blocking the player's account?

Kind regards,

Adam

Hello djavancorreafinger,

I have received further information from the casino that shows at least 5 accounts attributed to you each using a different email address. Most of these have been created within minutes of each other on the same day. Additionally, more than one of these accounts has been used to claim multiple bonuses. Is it possible you have registered all of these accounts?

Kind regards,

Adam

Hi, I only have one verified account,

Anyone in the world can create an account in my name. I only have one verified account.

Regarding some duplicate accounts, in the past they were resolved. I was asked to delete all the duplicates and I would only have one. I only played on my account

Oi, conta verificada só possuo uma,

Conta no meu nome qualquer pessoa do mundo pode criar. Verificada só tenho uma.

sobre algumas contas duplicada, antigamente já havia resolvido. Foi solicitado exclusão de todas duplicada eu ficaria só com uma. Só joguei na minha na conta djavancorreafinger@gmail.com

Hello djavancorreafinger,

I have asked the casino for some follow-up information. In the meantime, can you please clarify what you mean about the other duplicate accounts? Why did you have duplicate accounts previously?

Kind regards,

Adam

Hello, at first I didn't know the rules, unfortunately I went out creating in every email, but this was already solved before I checked an account, the first one was chosen and only one remained.

Olá, no início não sabia as normas infelizmente sai criando em tudo que era email, mas isso já foi resolvido antes de eu verificar uma conta, foi escolhido a primeira e ficou somente uma.

Hello djavancorreafinger,

Thank you for your reply, I am now waiting for a reply from the casino for more information regarding this.

Kind regards,

Adam

Okay, I've never made a profit with these bonuses, including this account which I deposited into 3 times before I was able to withdraw from it.

And this is the oldest account.

Thank you very much for your cooperation.

Ok, nunca foi obtido lucros com esses bônus, inclusive essa conta realizei 3 depósito até conseguir obter uma retirada.

E essa é a conta mais antiga.

Agradeço a colaboração, muito obrigado.

Hello djavancorreafinger,

Apologies for my delayed response. I am again waiting for further information from the casino. However, you mentioned that only one account remained, how is it then possible that there are still other accounts that were opened on the same day as that account?

Kind regards,

Adam

Dear djavancorreafinger,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Adam