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They claim to have several accounts and I don't have anyone else in my house. There are 3 people who played in the same casino, different cpf's, different documents, but they still claim to be the same person and they just blocked the account out of the blue with 800 reais from me.

Eles alegam várias contas sendo que não tenho mais ninguém na minha casa mora 3 pessoas que jogaram no mesmo cassino cpf diferentes documentos diferentes mais mesmo asim eles alegam ser a mesma pessoa apenas bloquearam a conta do nada com 800 reais meus

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the communication between you and the casino customer support regarding the allegations that you have multiple accounts at this casino? My email address is veronika.f@casino.guru.
• What types of games did you play to accumulate your winnings?
• Did you play with or without a bonus?
• Have you ever used a VPN or IP-masking software to alter your real location while accessing the casino website?
• Do you know the other three players the casino mentioned as being related to your account?

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

Best regards

Veronika

I'm going to talk to support again to send you their conversations via Gmail, I played the bonus they give then spun a little slot to beat the deposit rollver but I didn't like the house very much so I decided to withdraw I deposited 1000 reais I kept the same 1000 when I went to withdraw they only released 200 reais and then blocked my account out of nowhere claiming multiple accounts, about vpn theme of the cell phone but I can't tell if it was active but to enter the site you don't need to, I don't know who the players mentioned to me are because they refuse to give any proof or information

Vou fale com o suporte novamente para te mandar pelo Gmail as conversa deles , eu joguei o bônus que eles dão depois girei um pouco de slot para bater o rollver do depósito mais não gostei muito da casa então decidi realizar o saque depositei 1000 reais fiquei com os mesmo 1000 quando fui sacar liberaram apenas 200 reais e em seguida bloquearam minha conta do nada alegando múltiplas contas , sobre vpn tema do celular mais não sei informar se estava ativa mais para entra no site não é preciso ,não sei quem são os jogadores mencionados a min pois eles se negam a dar qualquer prova ou informação

Have you sent any conversations to me? I have not received emails from the address you use to log into your Casino Guru account yet. Thank you in advance for your reply.

Dear Leticiasouza221,

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,
Veronika
Casino.Guru