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On August 23, 2026, I created an account at the casino. When I tried to withdraw my funds, I realized that I wasn’t receiving the SMS needed to verify my phone number. After contacting customer support, they told me to wait for a resolution within one hour. After that time had passed, when I tried to access my account, I found that I couldn’t. I contacted support again and explained the situation, and they informed me that my account had been blocked due to gambling addiction. I couldn’t remember if I had opened another account at the same casino in the past, but I sent an email to the address they provided for handling blocked accounts. I haven’t received any response to that email. I just want my account reopened so I can withdraw my funds.

No dia 23 de agosto de 2026 criei uma conta no casino. Quando tentei levantar os meus fundos, ao verificar o meu número de telefone não estava a receber o SMS para efetuar a devida confirmação. Após contacto com o suporte, os mesmos disseram me para aguardar uma resolução no espaço de 1 hora. Após este tempo, ao tentar aceder á conta verifiquei que não conseguia. Voltei ao suporte e expliquei a situação na qual me informaram que a minha conta foi bloqueada por razão de vício de jogo. Não me recordava se teria aberto uma outra conta no passado no mesmo casino, contudo, enviei e-mail para o e-mail que me informaram que tratavam das contas bloqueadas. Não tive qualquer resposta ao e-mail. Apenas quero que a conta seja reaberta para levantar os meus fundos.

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Dear PauloSilva,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Do I understand correctly that you had €165 (dispute value) in your casino account when it was closed?
• Could you please advise how much you deposited?
• Is there any chance that you previously had an active account at this casino?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina