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I create an account of my own, my brother has his account, we use the same pc and they blocked my account according to multiple accounts (I imagine that by the ip since we use the same pc), my complaint and the problem is that they closed it only after to deposit money and they did not return the money to me and they allege that they detected it, it was at that moment, by chance they detected a multiple account (which is not the case)

me cree una cuenta propia, mi hermano tiene su cuenta, usamos la misma pc y me bloquearon la cuenta segun por multiples cuentas (imagino que por el ip ya que usamos una misma pc), mi queja y el problema es que la cerraron solo despues de depostarle dinero y no me devolvieron el dinero y alegan que lo detectaron fue en ese momento, casualidad detectaron una multiple cuenta ( que no es asi)

Dear Amjb,

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. Have you or your brother redeemed any promotional offers when depositing funds? Was the account of your brother fully verified in the past?

If there’s any relevant communication between you and the casino, please forward it along with the payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Amjb,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.