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Subject: Appeal regarding account blocking

Dear support team,

My account has been blocked due to the detection of multiple accounts on the same WiFi network.

I want to clarify that these are not duplicate accounts, but rather different people (my brother and I) who share the same internet connection at the same address.

Each person manages their own account, device, and payment methods independently.

I understand your policies and am willing to provide any necessary verification (identity document, proof of address, etc.) to prove that we are different users.

I would appreciate it if you could review the case again and tell me the steps to follow to verify my account.

Kind regards.

Asunto: Apelación por bloqueo de cuenta

Estimado equipo de soporte,

Mi cuenta ha sido bloqueada por detección de múltiples cuentas bajo la misma red WiFi.

Quiero aclarar que no se trata de cuentas duplicadas, sino de personas distintas (mi hermano y yo) que compartimos la misma conexión a internet en el mismo domicilio.

Cada uno maneja su propia cuenta, dispositivo y métodos de pago de forma independiente.

Entiendo sus políticas y estoy dispuesto a proporcionar cualquier verificación necesaria (documento de identidad, comprobante de domicilio, etc.) para demostrar que somos usuarios diferentes.

Agradecería que revisen nuevamente el caso y me indiquen los pasos a seguir para verificar mi cuenta.

Saludos cordiales.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Matiasmorel,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask a few questions so I can fully understand the situation.

• What is the name and email address associated with your account?
• Could you also provide the name and details associated with your brother’s account?
• Could you please confirm whether you have successfully completed the KYC verification?
• Can you confirm the date when your account was blocked?

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

Best regards,

Petra

Dear Matiasmorel,

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.

Thank you for your reply and for providing the previous details, Matiasmorel.

• Are there any specific error messages you received when trying to access your account?
• Could you provide the above-mentioned additional documentation (such as identity verification or proof of address) you are ready to share to clarify your situation?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Those are the chats I had with them via email.

esos son los chat que tuve con ellos por correo electrónico

Here is my successfully verified account

aqui adjunto mi cuenta verificada correctamente

Attached is the account block I received for allegedly having a duplicate account. This is incorrect; the account they claim is duplicated belongs to my brother, who is also willing to cooperate.

Aquí adjunto el bloqueo que tuve por supuesto duplicado de cuenta. La cual es incorrecto, la cuenta que ellos dicen que es duplicada es de mi hermano también está dispuesto a colaborar en el asunto

Dear Matiasmorel

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you Matiasmorel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Vulkan.bet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Good afternoon, Casino Guru team and Matiasmorel,  

We’ve carried out an additional review of this situation, taking into account the information you provided.  

As a result, we’ve decided to unblock your account.  

We apologize for the misunderstanding and wish you the best of luck in your future games!

Thank you for the positive response Vulkan.bet Casino representative.

Dear Matiasmorel, let us know if this resolves your issue or if you require any further assistance. Thank you!

Dear Matiasmorel,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru