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Please I need help, my husband and I have my account chrismessias23@gmail.com

And he uses the login chr***essias23@hotmail.com I was playing on the account that was already saved on my cell phone, when I was asked for the documents I didn't even check which account it was on, I even told the attendant that I have only one account, which is really true, but I made the mistake of sending my professors to verify the account chr***essias23@hotmail.com in which Mauro S***** C*** CPF 0** belongs 271***18, please help me to reactivate both accounts and not lose the balance, we do not act in bad faith at any time, I just made a mistake, I can send the documentation of both accounts if necessary, but I needed much of this value, you have no idea of the help for a family that is going through difficulties, you don't know the despair when I realized the mistake, please give me the chance to prove and correct, that's all I'm asking.

As shown in the attachment, I received the email that the account was verified, but on the same day the attendant told me that it was not and that I needed to wait.

I felt left behind, with no chance to correct.

Christiane L*** from M****** C****

Por favor preciso de ajuda, eu e meu esposo temos conta a minha chrismessias23@gmail.com 

E a dele ele utiliza o login chr***essias23@hotmail.com eu estava a jogar na conta que já estava salva no celular, quando me foi solicitado os documentos eu nem verifiquei em qual conta estava, até falei para o atendente que tenho somente uma conta o que realmente é verdade, mas cometi o erro de enviar os meus docentes na verificação da conta chr***essias23@hotmail.com na qual pertence a Mauro S***** C*** CPF 0**271***18, por favor me ajude a reativar as duas contas e a não perder o saldo, não agimos de má fé em nenhum momento, eu só cometi um erro, posso enviar a documentação das duas contas se for necessário mas, precisava muito desse valor, não faz ideia da ajuda para uma família que está passando dificuldades, não sabe o desespero quando percebi o erro, por favor me dêem a chance de provar e corrigir, somente isso que estou pedindo.

Como mostra no anexo, recebi o e-mail que a conta estava verificada, mas no mesmo dia o atendente me disse que não estava e que precisava aguardar.

Me senti passada para trás, sem chance de corrigir.

Christiane L*** de M****** C****

Dear chrismessias23,

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. Do you and your husband share any of the following: household or email address, telephone number, same payment account number, IP, or device? Do I understand correctly that you and your husband have two different casino accounts but you were playing from his? You even send your documents to verify your husband's account, is that correct?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Thank you in advance for your reply.

Best regards,

Petronela 

Yes we share the same address, and we always use my account to make deposits at the casino, we both have accounts due to a different CPF and email address, but when I sent the documents I thought it was in my account and I ended up sending my documents , and I should have sent my husband's documents, but Vulkan did not report it to me, I even received an email informing me that the verification was ok.

Sim compartilhamos o mesmo endereço, e sempre utilizamos a minha conta para realizar os depósitos no cassino, ambos temos contas devido ser necessário CPF e email diferente, mas no momento de enviar os documentos eu achei que estava na minha conta e acabei enviando os meus documentos, sendo que deveria ter enviado os documentos do meu esposo, mas a Vulkan não me relatou, eu até cheguei a receber um e-mail informando que a verificação estava ok.

If I understood correctly you and your husband were sharing both casino accounts. You uploaded your personal documents inside his account. In other words, you didn't keep one account per player. Please understand if you lost track of which account belongs to whom, how it would be possible for the casino to identify who uses which account? I'm sure you know that majority of casinos follow a strict policy of one account per household or device. Even if family members play in one casino, they need to keep one account per player and ideally, inform about this fact the gambling establishment in advance.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

We weren't sharing, each one used their own, but I didn't notice that he had saved his login, ok unfortunately I don't have anything to do, I'm going to lose the balance, I just think it's strange that when I didn't have that balance they confirmed it account verification, only after I requested the deposit of the amount that blocked the account.

Não estávamos compartilhando, cada um usava a sua, mas não me atentei que ele havia deixado salvo o login dele, ok infelizmente pelo jeito não tenho o que fazer, vou perder o saldo, só acho estranho que quando eu não tinha esse saldo eles confirmaram a verificação da conta, somente depois que solicitei o depósito do valor que bloqueou a conta.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.