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Hello, I will explain all the details without missing a single detail to move this case forward quickly and expose this casino and its FRAUD.

WARNING: DO NOT REGISTER AT THIS CASINO AND WARN OTHER PEOPLE.

To begin, on March 13th I registered and also verified everything they asked me to register, but before that I read their casino terms and conditions in full. I registered from my personal device without connecting to a wifi network, it was with my cell phone's internet, meaning the IP address is unique and only used by me.

I've never registered at this disgusting casino before, so there can't be any duplication; it's impossible because I took all the necessary precautions.

I made my first deposit of 500,000 accepting a bonus which was not credited to me correctly so I did not use the bonus and played with my real money.

The deposit was made from my personal bank account using the same details I registered at this disgusting casino.

I didn't commit fraud regarding the bonus because they didn't give it to me. I contacted the chat to complain about the bonus, and they didn't give it to me because they said my account was under review by the risk department... what?!

I had only been registered for about an hour and was engaging in this bad practice. The worst part is that they waited until I made my first deposit of 500,000 CLP to keep my money because otherwise it's not obvious. I already told them I complied with all their regulations and didn't use a bonus, and the deposits were made from my personal account, and I registered using a single device and a single IP address.

So ask them, why the block? And they kept my money, a lot of it, and my account was already verified, and they sent this to my email.

"Inconsistencies were detected in the recorded information and activity that does not comply with our security policies."

In accordance with the Terms and Conditions of the platform, which were accepted at the time of registration, the account has been permanently blocked.

Do you realize??? They weren't even able to say my account was duplicated, like they told me in the chat. I've repeated a thousand times that I followed all their rules to the letter when registering, and they haven't given any proof that what they're saying is true. They just kept my money and that's it.

Hola buenas,le comentaré todos los detalles sin perder un mínimo detalle para avanzar rápido este caso y desenmascarar a este casino y su FRAUDE.

ADVERTENCIA NO SE REGISTRE EN ESTE CASINO Y ADVIERTAN A MAS PERSONAS.

Comienzo,el día 13 de marzo me registre y también verifique todo lo que me pedían registrar,pero antes de eso ley completos sus tyc del casino,me registre desde mi dispositivo personal sin conectarme a una red wifi,fue con el Internet de mi celular,osea el ip es único y solo usado por mi persona.

Nunca jamás me había registrado en este asqueroso casino así que no puede haber duplicidad,es imposible porque tome todas las precauciones necesarias.

Hice mi primer deposito de 500.000 aceptando un bono el cual el bono no se me acredito correctamente entonces no hice uso del bono y jugué con mi dinero real.

El deposito fue hecho desde mi cuenta bancaria personal con los mismos datos que registre en este asqueroso casino.

No cometí fraude en el bono porque no me lo dieron,hable al chat reclamando sobre el bono y no me lo dieron porque dijeron que mi cuenta estaba bajo revisión por el departamento de riesgo.....que????

yo que llevaba como 1 hora de haberme registrado y estaba haciendo esta mala práctica,lo peor que ellos esperaron que hiciera mi primer deposito de 500.000 CLP para quedarse con mi dinero porque de otra manera no se ve,porque ya les dije cumplí con todas sus normativas y no hice uso de un bono y los depósitos fueron efectuado desde mi cuenta personal y me registre bajo un dispositivo único y dirección ip única.

Entonces pregúntenle ustedes,porque el bloqueo? Y se quedaron con mi dinero y mucho dinero y con mi cuenta ya verificada y me mandaron esto al correo

"se detectaron inconsistencias en la información registrada y actividad que no se ajusta a nuestras políticas de seguridad.

Conforme a lo establecido en los Términos y Condiciones de la plataforma aceptados al momento de su registro se ha procedido al bloqueo definitivo de la cuenta."

Se dan cuenta??? Que no fueron capaz de decir que mi cuenta era duplicidad como me dijeron en el chat,les repetir miles de veces que yo seguí todas sus normas al pie de la letra para registrarme y no dan prueba de fe de que lo que me están diciendo es verdad,solo se quedaron con mo dinero y ya

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If anything seems suspicious, contact us directly.

Stay safe.

Dear Mati27,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Best regards

Petra

I only played slots without an active bonus, and as I mentioned, I took all precautions and registered using my personal mobile internet connection. It's impossible for someone else to use the same IP address as me, and whenever I register at a casino, the first thing I do is fully verify my account. I did the same at this awful casino; I verified everything.

Yo jugué solo tragamonedas sin tener un bono activo y como les comenté yo tome todas las precauciones y me registre desde mi red de internet de mi celular personal,es imposible que alguien ocupe la misma dirección ip que la mía y siempre que me registro en un casino lo primero que hago es verificar en su totalidad mi cuenta y en este casino asquero igual verifique todo

Thank you for your reply and for providing the previous details, Mati27.

• Can you provide any additional details about the verification process that you went through during registration?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The verification process involved uploading some identity documents, but they haven't contacted me, so I can't send them any of that. The only thing I had was the casino chat, but since they closed my account, I can't see the conversations or send a chat transcript.

El proceso de verificación fue subir unos documentos de identidad y no se comunican conmigo así que no puedo enviarle nada de eso,lo único que tenía era en el chat del casino pero como me cerraron la cuenta no puedo ver las conversaciones ni enviar una transcripción del chat

Thank you for your reply and for providing the previous details, Mati27.

Could you please send me all the documents you provided to the casino for verification? You may send this information to my email address: petra.h@casino.guru.

Thank you very much for your patience and cooperation.

Dear Mati27,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru