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I registered today, 09-23-2024, under the username ninoska900 and deposited 5.88 LTC (400 USD). After the money arrived in my casino account, my account was disabled, and now I can't log in. When I try to log in, I see a message saying that my account was deactivated, and I lost all the money I deposited. This casino is a scam, I do not recommend it. I have sent many emails and tried to speak with customer service via chat, but they stop responding when I mention that I am ninoska900.

me registre hoy 23-09-2024 bajo el usuario ninoska900 y ingrese 5.88 LTC, (400usd), luego que llego el dinero a la cuenta de juego, me desabilitaron mi cuenta y no puedo entrar, cuando intento ingresar me aparece mensaje que mi cuenta fue desactivada perdiendo todo mi dinero ingresado, este casino es una estafa, no lo recomiendo. envie muchos email, hable al chat y no contestan cuando les digo que soy ninoska900. dejan de responder.

Dear ninoskagonzalez900,

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. 

• Could you please confirm that you have passed the KYC verification?
• Has the casino provided you with any reason for deactivating your account?
• Could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

This casino did not ask me to verify my account, when I registered it only asked me to verify my email and nothing else.

and I have not had any response from the casino as to why they blocked my account, I sent an email and I have not received any responses, in the chat (I have already been logged out, I have not received any responses either, as soon as I say that I am ninoska900 they close the communication) tomorrow I will try to take a new photo

este casino no me solicito verificar mi cuenta, cuando me registre solo me pidio verificar el email y nada mas.

y no he tenido ninguna respuesta de parte del casino del por que bloquean mi cuenta, envie un email y no tuve respuestas, en el chat (ya se me cerro la sesion, tampoco obtuve respuestas, apenas digo que soy ninoska900 me cierran la comunicacion) mañana intenatare tomar una foto nueva

Dear NinoskaGonzalez900, is your account still disabled, and are you unable to log in?

Hello Dominika, if it is still blocked and I cannot access it, support responded via email that my account was blocked and the balance confiscated for having multiple accounts, even though it is the first time I visit this page and the first time I register.

I have been scammed.

hola dominika, si aun esta bloqueada y sin poder acceder, via email el soporte me respondio que mi cuenta fue bloqueada y el saldo confiscado por tener cuenta multiple, siendo que es primera vez que visito esta pagina y primera vez que me registro.

me han estafado.

Dear NinoskaGonzalez900, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

My husband used to play at this casino, but that doesn't give them the right to confiscate the balance when someone deposits it, they should ultimately return the money and close the account, not keep it for themselves.

mi marido jugaba en este casino, pero eso no es que les de derecho a confiscar el saldo cuando alguien lo deposita, deben de ultima devolver el dinero y cerrar la cuenta, no quedarse con ellos.

Dear NinoskaGonzalez900, is there a chance that you and your husband play on the same device?

Hello Dominika, we have submitted evidence by email that this player knowingly and maliciously created multiple accounts and violated our terms of service to avoid limits on a previous account.

multiple accounts? Please indicate which are those multiple accounts, and maliciously? That sounds very strong.

What is malicious according to you, if I didn't manage to play anything

varias cuentas? indique cuales son esas varias cuentas por favor, y maliciosamente ? eso suena muy fuerte.

que es lo malicioso segun ustedes, si no alcanze a jugar nada

Dear ninoskagonzalez900,

After getting in contact with the casino representative it came to light that your complaint was purely sports betting related. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best Regards,

Dominika