ACR Poker Casino - Das Konto des Spielers wurde gesperrt.

More than a month ago the casino deleted my account, since it accused me of playing with multiple accounts, then after a while I created a new account with the name of jmsteek, I made several withdrawals normally, but it happened that the last withdrawal they didn't let me do and they restricted my account, since they tell me that I am the same user with whom there was the previous problem, there being no exclusion clause and I have not broken the terms and conditions since that account is the only one that I have played for more of one month.

Hace mas de un mes el casino me borro mi cuenta, ya que me acuso de jugar con multicuentas, luego al tiempo ne cree una nueva cuenta con nombre de jmsteek, y e echo varios retiros normalmente, pero pasa que el ultimo retiro no me dejaron hacerlo y me restringiron la cuenta, ya que me dicen que soy el mismo usuario con el que hubo el problema anterio, no habiendo ninguna clausula de exclusion y yo no e rompido los terminos y condiciones ya que esa cuenta es la unica que e jugado durante mas de un mes.

Dear jmsteek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino's General T&Cs and I found this:

"1.1 Creating Your Account: To use the services, You first will need to create an account with ACR. In creation of Your Account, You will be asked to provide such personal information as ACR may require to know its customers, including, but not limited to Your first and last name, address, a valid email address to which You have access, Your birth date, and a valid telephone number. You shall ensure and are obligated to provide accurate and truthful information in creating Your account and shall keep such Account information current. In the event that You have any questions about creating Your Account or updating information, please contact support@americascardroom.eu. You may only have one account with ACR and shall only use the Service using such single account. Playing poker through multiple accounts, concurrently or not, with or without the account owner’s consent, is a violation of the Terms and Conditions of Use for any person involved in such activity."

Please understand that the vast majority of casinos prohibit players from opening more than one account. You even admitted that the last account was blocked due to a suspicion of multiple accounts, yet you went and created another one knowing well what could happen.

I am afraid that we are not able to help in this case. I can only recommend that you refrain from opening more than one account in each casino.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Ok I understand, I apologized because what happened before was because I had listened to some friends, in the same way I had already been playing with this account for a month, making deposits and withdrawals normally only with that one since I had understood my past mistake, and I would like to know if at least americas cardrom could give me the $90 that remained in the account that they blocked me since using said account I did not break any of their rules and when they blocked the previous accounts, they never told me no I was going to be able to play more in their rooms, I think they should notify me to withdraw their money before blocking an account because it looks very bad that the money is blocked there without them having prohibited me from continuing to play in their room.

Ok entiendo, yo les pedi una disculpa porque anteriormente lo ocurrido fue por haberle echo caso a unos amigos, de igual forma ya tenia un mes jugando con esta cuenta, haciendo deposito y retiro normalmente solo con esa ya que habia comprendido mi error pasado, y quisiera saber si por lo menos americas cardrom me podria dar los 90$ que quedaron en la cuenta que me bloquiaron ya que usando dicha cuenta yo no imcumpli con ninguna de sus reglas y ellos al momento de blokiar las cuentas anteriores, nunca me dijeron que no hiba a poder jugar mas en sus salas, creo que ellos deberian antes de bloquiar una cuenta avisar que uno retire su dinero porque se ve muy mal que el dinero quede alli blokiado sin ellos haberme prohibido seguir jugando en su sala.

Thank you for your reply, jmsteek. I understand your point of view, but please note that even if you specifically didn't breach any terms while the account was active, you actually breached one of the most basic terms of online gambling just by creating another account. Again, you knew that the casino could close your account because of opening more than one account, yet you created another one. I am sorry, we would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.