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They deleted my account, they didn't refund my money and it doesn't solve my situation

Excluíram minha conta, não devolveram meu dinheiro e nao soluciona minha situação

Dear edneoliveirapinenta,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

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

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

Best regards,

Petronela

Since 11/10/2022, I registered correctly and when I went to access the chat to request the bonus, they informed me that I had a duplicate account, since I never had a registration on this platform, it requires my deposit right after being deleted without the right to be analyzed my answer, from there I try to withdraw and they just say that it will send an email

Desde do dia 10/11/2022 fiz meu cadastro corretamente e quando fui acessar o chat pra solicitar o bônus me informaram que estava com conta em duplicidade,sendo que nunca tive cadastro nessa plataforma, exige meu depósito logo após ser excluída sem direito de analisarem minha resposta,desde la tento sacar e eles só dizem que vai enviar e-mail

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you accumulated your winnings with or without an active bonus? 

Dear edneoliveirapinenta,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.