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Account blocked and $54 USD in earnings withheld due to alleged duplicate account

Hello, I am filing this complaint against Goldbet casino. I am from Puebla, Mexico. I made a deposit of $5 USD and activated a bonus. I legally complied with the 10x rollover requirement stipulated in the terms and conditions.

After unlocking the bonus, I played the game 'Pingo' and won a 420x multiplier, earning a total of $54 USD. When I tried to withdraw my winnings, the casino blocked my account, claiming I had a 'duplicate account'.

Important clarification: My mother also has a casino account because we both live in the same house and share the same Wi-Fi network. Due to a user error and for family convenience, we use the same cryptocurrency wallet to deposit, but we are two different people with real identities.

The casino has not allowed me to complete the Know Your Customer (KYC) process to prove that I am not a duplicate account, but rather two separate players. I have both of our official IDs (INEs) and we are willing to send selfies or have a video call to prove our identities.

I request that the casino review my case, accept my documents, and allow me to withdraw the $54 USD I fairly won.

Cuenta bloqueada y ganancias de $54 USD retenidas por supuesta cuenta duplicada

Hola, abro esta queja contra el casino Goldbet. Soy de Puebla, México. Realicé un depósito de $5 USD y activé un bono. Cumplí legalmente con el rollover de 10x solicitado por los términos y condiciones.

Después de liberar el bono, jugué en el juego 'Pingo' y gané un multiplicador de 420x, obteniendo un total de $54 USD. Al intentar retirar mis ganancias, el casino bloqueó mi cuenta alegando que tengo una 'cuenta duplicada'.

Aclaración importante: Mi madre también tiene una cuenta en el casino porque ambos vivimos en el mismo hogar y compartimos la misma red WiFi. Por un error de usuario y practicidad familiar, utilizamos la misma billetera de criptomonedas para depositar, pero somos dos personas distintas con identidades reales.

El casino no me ha permitido realizar el proceso de verificación de identidad (KYC) para demostrar que no soy una cuenta duplicada, sino dos jugadores independientes. Tengo en mi poder las identificaciones (INE) de ambos y estamos dispuestos a enviar selfies o realizar una videollamada para probar nuestra identidad.

Solicito que el casino revise mi caso, acepte mis documentos y me permita retirar los $54 USD ganados justamente.

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Hello,

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 you have both accessed the casino from the same device?

Have you contacted the casino's customer support prior to creating two accounts from the same household?

Could you please advise if you have passed the KYC verification?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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

Best regards,

Attila