Unduly excluded profit

I tried to make my withdrawal they didn't accept my proof of residence, I read on a website that if I sent the proof in the name of a relative who lived together and explained it would be accepted I did that I sent my son's proof of address along with my data and explaining in text reason and attachment of my documents and my son with the electricity bill . But in 1 day they blocked my account and deducted my game balance leaving only my initial balance informing me that they would close my account because I had broken the rules in attaching and explaining the reason. Upon receiving the email I contacted them to no avail, not even being able to withdraw my initial balance of R$ 70,00 reais since their minimum is above R$100,00 reais. Zero support with no communication or clear explanations. I am asking for your help to resolve this in the best way possible.

Hello, could you please show me where the casino says that you can share your relative's documents ? I guess this is the first time I've heard that, so I'm quite interested. 

Anyway, as far as verification is concerned, why the casino didn't accept your proof of residence, did they explain it to you ? I would say that it could be because of multiple accounts, but I'm not sure why the casino blocked your account. 

Please let me know and we'll see what we can do.

Good afternoon, what's up?

Actually, they didn't say they could or they asked, I simply sent proof of an active bank account, but they rejected it, and a cell phone bill as well.

I just explained that I live with my son and that's why the main bills they usually accept, which are: water, electricity and internet, are in my son's name.

So I thought I'd send his documents with the body of the text saying that the residence was the same, but that I was adding documents proving that I was the mother, and that if I matched his receipt with mine, it would show that I live with him.

But they reduced my balance to the initial deposit, but I can't withdraw either, because the minimum withdrawal amount is over 200 and my balance is 70.

But it has nothing to do with multiple accounts.

Thank you,

Camila

They didn't tell me why they wouldn't accept my proof of active account as proof of residence.

I see, and I assume that's what you told the casino. Didn't they give you something else to verify, I mean, some documents that could be in your name ? 

If you don't know what to do next and need help, you have the option to open a complaint with us and we'll see what we can do in your situation.

If you are interested, you can find the link here.

Think you'll take the plunge ? 

They didn't give me a choice, they simply deducted my winnings from the initial deposit balance and blocked it, which would only give me a withdrawal, but the minimum withdrawal from this deposit is over 100, so I can't do anything

Yes I understand, then it will be best if you lodge a complaint as I announced on the link I posted in my previous reply. If you do so, feel free to let me know. 

I hope it can be resolved without any problems. 

One additional thing, can you tell me about which casino we are talking about ?