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My account was frozen for no reason, then they asked me to send my documents by email, I sent 5 times and they keep repeating the same email asking me to send again I would like to have at least a support because I have sent several times and they do not unfreeze my account. My money is stuck there and I can't get it out. I need it urgently.

Minha conta foi congelada sem motivo algum, logo em seguida pediram para eu enviar meus documentos por e-mail, enviei 5x e ficam repetindo o mesmo email pedindo para enviar denovo gostaria de ter pelo menos um suporte pois já enviei diversas vezes e não descongelam minha conta. Estou com meu dinheiro preso lá e não consigo sacar, estou precisando urgente dele

Dear Jaedson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you better, could you please provide more details regarding your situation?

• What specific documents were you asked to send?
• Have you received any confirmation or acknowledgment from the casino regarding your document submissions?
• Have any of your documents been verified? Which of your documents are currently pending verification?
• Have you been able to communicate with customer support, and if so, what have they advised?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Dear Jaedson,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.