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I created an account at this casino and played regularly. After making a withdrawal request and submitting the necessary documents for verification, I didn't receive any response for five days. Then, I got an email informing me that my account had been permanently blocked due to multiple accounts. This is untrue; I only have one account at this casino. They don't want to pay me my withdrawal, which is why they've blocked my account.

Fiz conta neste casino e joguei normalmente. Ao fazer pedido de levantamento e submeter os documentos para verificação, após 5 dias sem qualquer resposta recebo um e-mail a informar que a minha conta tinha sido permanentemente bloqueado por ter várias contas. Isso é mentira, eu apenas tenho uma conta nesse casino. Não querem me pagar o levantamento e por isso bloquearam me a conta.

Dear guizinho8, 

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.

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

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Good afternoon,

It is impossible for anyone in my family to have registered with the same IP because I live alone.

I didn't play any bonus, just real balance and verification I sent the necessary documents, but they closed my account without any explanation or response due to double account and kept my money. Thanks

Boa tarde,

É impossível alguém da minha família ter registado com o mesmo IP porque eu moro sozinho.

Nao joguei nenhum bônus, apenas saldo real e a verificação enviei os documentos necessários, mas fecharam me a conta sem qualquer explicação nem resposta por conta dupla e ficaram com o meu dinheiro. Obrigado

I still have no response from the casino. They unfairly closed my account saying I had multiple accounts, which is a lie. Furthermore, the money I was trying to withdraw was just my deposits, don't win any money at the casino! This casino is simply trying to take my money unfairly!

Continuo sem qualquer resposta por parte do casino. Fecharam a minha conta de forma injusta dizendo que tinha multiplas contas, o que é mentira. Para além disso, o dinheiro que estava a tentar levantar era apenas os meus depositos, não ganhem dinheiro nenhum no casino ! Este casino está simplesmente a tentar ficar com o meu dinheiro de forma injusta !

Thank you very much, guizinho8, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you guizinho8 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Pokies2Go Casino for their help in resolving this complaint. We would like to ask why was the player accused of having multiple accounts and what can be done to help resolve this issue,

Thank you!

Dear Casino Guru team,

thank you for reaching out.

The player in question created multiple accounts to benefit from a fraudulent self-affiliation scheme. Please provide us with an email where we can privately deliver all the evidence.

PS - The disputed amount is 60€.

Best regards,

pokies2go

Please also inform me where this evidence is, as I have never had two accounts at this casino.

Please also explain why you kept my money and didn't pay me when the €60 are just my deposits! There is no bonus or winning value, only deposits.

Informem-me a mim também onde estão essas evidências por favor visto que eu nunca tive duas contas neste casino.

expliquem também por favor, o porquê de terem ficado com o meu dinheiro e de não me terem pago quando os 60€ são apenas os meus depósitos ! Não há nenhum valor de bônus nem de ganhos, mas sim apenas os depósitos.

Thank you for the clarification Pokies2Go Casino representative. You can provide the evidence to my email. (peter.c@casino.guru) Thank you for your cooperation!

I would like you to provide me with this evidence and place it here in public! Because the casino never explained to me why they closed the account for multiple accounts and they will just lie and provide false evidence!

I would also like you to ask the casino why they didn't pay me the €60 withdrawal since that money is just from my deposits. I have never used a bonus at the casino, I have never won anything there, I have the right to receive my withdrawal. Thanks

Gostaria que me fornecessem essas evidências e que fossem colocadas aqui em público! Porque o casino nunca me explicou o porquê de terem fechado a conta por múltiplas contas e vão apenas mentir e fornecer evidências falsas!

Gostaria ainda que perguntassem ao casino porque que não me pagou o levantamento de 60€ visto que esse dinheiro são apenas dos meus depósitos. Nunca usei bônus no casino, nunca ganhei lá nada, tenho direito a receber o meu levantamento. Obrigado

Dear Peter,

please check your inbox.

Best regards,

pokies2go