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I was blocked after requesting to withdraw my money.

I made a deposit and sent all my documents.

Fui bloqueado após solicitar o levantamento do meu dinheiro.

Fiz um depósito e mandei todos os meu documentos.

Dear Jefferson1999,

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

Hello all,

Just to clarify the situation. The player opened up at least 5 accounts and activated no-deposit bonus at each of them, which breaches the T&Cs.

Kind regards

In my family I have 4 children and the wife...

Everyone used my cell phone to play.

All have identity registration and are over 18 years old.

I can send documentation for everyone.

They liked the game and my son showed me how to play and I made my account.

You encourage us to recommend it to other people... isn't that right?

My son recommended this casino at his college to everyone... can't that too?

I can prove that these other accounts are for my wife and children.

Na minha família tenho 4 filhos e a esposa...

Todos usaram o meu celular para jogar.

Todos tem registro de identidade e são maiores de 18 anos.

Posso enviar a documentação de todos.

Eles gostaram do jogo e o meu filho me mostrou como joga e fiz minha conta.

Vocês incentivam a gente indicar para outras pessoas... isso não pode?

Meu filho indicou esse cassino na faculdade dele para todos... isso não pode também?

Posso comprovar que essas outras contas são da minha esposa e meus filhos.

Nowhere does it say that my family can open a casino account.

Where is this written?

petronela.k@casino.guru , I can send you the documentation of my family that proves that they are individual and original accounts.

Em nenhum local fala que minha família pode abrir conta no cassino.

Onde está escrito isso?

petronela.k@casino.guru , posso te enviar a documentação da minha família q comprova que são contas individuais e originais.

The block only happened after the withdrawal request and it still took 9 days to give any return.

O bloqueio só aconteceu após a solicitação do saque e ainda demoraram 9 dias para dar algum retorno.

I see. Well, quite a complicated situation. Please understand, Jefferson1999, that redeeming free bonuses from one IP address, one household, and one device is strongly forbidden in the majority of online casinos. We always try to help players if they registered more than one account with their spouse or family member, but we also recommend informing the casino beforehand. Please understand that it is very difficult for the casino to distinguish who is playing if all the family members all logged in from one device. If you invested real money into your casino account and the funds would be withheld by the casino, we would try to help you to get at least your deposits back, but in this case, we are unable to help you.

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.