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I started a new account with another email address. I verified it to use it, they accepted all my details. They asked me for a deposit, and I did it with 100,000 ARS. Hours later I spoke to support for a query about the app and they blocked my account, leaving the bet I made open and my money unresolved. I want the deposit to be returned to my original account.

Inicie una cuenta nueva, con otro correo.. hice verificación para usarla, me aceptaron todos los datos.. me pidieron un depósito, y lo hice con 100.000 ars.. horas después hablé al soporte para una consulta de la app.. y me bloquearon la cuenta.. quedando la apuesta abierta que hice, y mi dinero sin resolver.. quiero que me reintegren el depósito a mi cuenta de origen

Dear erickpowcam93,

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 I understand correctly that you already had an account at the casino and then created a new one?

If so, why did you decide to create another account?

Did you inform the casino before creating the new account or after you had already created it?

Could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Hello Dominika, how are you? I hope you are well.

Previously I had an account on this app, which I closed due to money and betting issues. Yesterday, Saturday 02/22/2025, I created an account again with my personal information, and my other email account, which I later verified with my personal information, and they gave me confirmation to be able to use the page and bet. At the same time that they accepted my registration, I proceeded to deposit $100,000 ARS to my account, to make a combined sports bet of 3 events:

+0.5 goals in the Arsenal/West Ham match

+0.5 goals in the Las Palmas/Barcelona match

Boca Juniors win in their match against Aldosivi

Which in total gave me an approximate rate of 1.73, I made the bet and contacted live support to ask about a welcome bonus that I could not activate, and within hours my account was completely blocked... and I had already deposited my money, and had bet... a bet which I later won because my predictions were correct... Live support told me that the account was closed due to problems with the data in the previous account registered in my name... but the problem is that they did not return my money... and in addition, they would have to return my deposit and the winnings from the sports bet won.

I don't have emails to forward because I'm still waiting for a response that I sent to the casino blocking support email. I want my approximately 170,000 ARS (deposit + winning bet) returned.

Hola Dominika, cómo estás? Espero que bien.

Anteriormente tenía una cuenta en esta aplicación, la cual cerré por problemas de dinero y apuestas.. el día de ayer, sábado 22/02/2025, yo me volví a crear una cuenta con mis datos personales, y mi otra cuenta de correo, la cual luego verifique con mis datos personales, y me dieron la confirmación para poder usar la página y apostar. En ese mismo momento que me aceptaron el registro, procedo a depositar $100.000 ARS a mi cuenta, para hacer una apuesta deportiva combinada de 3 eventos:

+0.5 goles en el partido arsenal/west ham

+0.5 goles en el partido las palmas/Barcelona

Victoria boca juniors en su partido vs Aldosivi

Que en total me daba una cuota aprox de 1.73, hice la apuesta y me contacte al soporte en vivo para preguntar sobre un bono de bienvenida que no podía activarlo, y a las horas mi cuenta fue totalmente bloqueada.. y yo ya había depositado mi dinero, y había apostado.. apuesta la cual más tarde gane porque se dieron correctamente mis predicciones... El soporte en vivo me dijo que la cuenta fue cerrada por problemas con los datos en la cuenta anterior registrada a mi nombre.. pero el problema es que no me devolvieron mi dinero.. y además, tendrían que devolverme mi depósito, y las ganancias de la apuesta deportiva ganada.

No tengo correos para reenviar porque aún espero respuesta que envié mail al correo de soporte de bloqueos del casino. Quiero quee devuelvan mis 170.000 ARS aprox (depósito + apuesta ganada)

And I am not only requesting the return of the deposit, but also of the combined sports bet which gave me accurate results. Please, that is all I am requesting. Several months ago I went through a bad time, but now I was able to return, and I was surprised that they blocked my account... and I want my money back.

y no solo solicito la devolucion del deposito, sino de la apuesta combinada deportiva la cual acerte resultados.. porfavor solicito eso unicamente, yo hace varios meses pase por un mal momento, pero ahora pude volver, y me llevo la sorpresa, que me bloquearon la cuenta.. y yo quiero mi dinero

The truth is that, many months ago I had an old account... which I asked to be closed because at that time I had problems with betting, but a few days ago I started again by creating a new account with my personal information, but it let me verify my information, and it let me deposit and bet... a bet which I won... so I would like to know if I could collect my money even though they have blocked my account because I did not respect and open an account...

La realidad es que, yo hace muchos meses tenía una cuenta vieja.. la cual pedi que la cierren porque en ese momento tuve problemas con las apuestas, pero hace pocos días retome creando una cuenta nueva con mis datos personales, pero me dejo verificar mis datos, y me dejó depositar y apostar.. apuesta la cual la gane.. así que quisiera saber si podría cobrar mi dinero a pesar que hayan bloqueado mi cuenta por yo no respetar y abrir una cuenta..

I believe I have the right to collect the money that is stuck in my account.. I need help please

Creo que tengo derecho de cobrar el dinero que está estancado dentro de mi cuenta.. necesito ayuda porfavor

I add: I spoke to the live chat support, and they told me to write to , that they would answer me as soon as possible... I did it on Saturday... 6 days have already passed and no one has answered me on that email...

Agrego: hable al soporte en vivo del chat, y me dijeron que escriba a [email protected], que me iban a contestar a la brevedad.. lo hice el dia sabado.. ya pasaron 6 dias y nadie me responde en ese correo..

Dear erickpowcam93, did you undergo KYC verification with your first account?

Was the first account closed due to gambling problems? If it was, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

For your new account, did you also undergo KYC verification? Did you submit any documents to verify your identity?

All conversations were via live chat.. my first account was closed months ago.. at my request as a precaution.. now a week ago I created another account with my same data, I verified data, with my ID, phone number and address where I live.. they accepted all my data.. then I even had time to recharge 100,000 ars, I transferred and it was credited to me.. I was able to make a bet (which I won) and hours later, for asking the support about the welcome bonus, they blocked my account and sent me to write to the email , email to which no one responded, 7 days ago now... I want to enter my account to generate the withdrawal of my winnings from the bet that it let me make... Nothing more, I have the right to withdraw the money that I have in my account despite having restrictions to bet... that is why I need help, I want to withdraw my money from the account, which is approximately 180,000 ARS

Todas las conversaciones fueron mediante chat en vivo..mi primera cuenta fue cerrada hace meses.. por pedido mío de precaución.. ahora hace una semana me hice otra cuenta con mis mismos datos, verifique datos, con mi DNI teléfono y dirección de dónde vivo..e acepto todos mis datos.. luego hasta me dió tiempo de recargar 100.000 ars, transferí y se me acreditaron.. pude realizar una apuesta (la cual gane) y a las horas, por preguntar en el soporte del bono de bienvenida, me bloquearon la cuenta y me mandaron a escribir al correo [email protected] , correo al cual nadie respondió, hace 7 días ya.. yo quiero entrar a mi cuenta para generar el retiro de mis ganancias de la apuesta que me dejó hacer... Nada más, tengo derecho de retirar el dinero que tengo en mi cuenta a pesar de tener restricciones para apostar.. es por eso que necesito ayuda, quiero retirar mis dinero de la cuenta, que son aprox 180.000 ars

I want to update the case, after repeated complaints, finally yesterday (after two weeks) they responded to me from the casino... and they enabled the account so I could withdraw my winnings that were stagnant, and I was able to do it... the casino responded to my request, but after insisting for a long time... I ask to close the issue as "solved" .. thank you for always helping casino guru to speed up everything 🙂

Quiero actualizar el caso, luego de reiteradas denuncias, por fin ayer (luego de dos semanas) me respondieron del casino.. y me habilitaron la cuenta para poder retirar mis ganancias que estaban estancadas, y ya pude hacerlo.. el casino respondió a mi pedido, pero luego de insistir por muchísimo tiempo.. pido cerrar el tema como "solucionado" .. gracias por ayudar siempre casinos gurú a agilizar todo 🙂

Dear erickpowcam93,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru