Casino JEFE - A conta do jogador foi bloqueada.

Unfortunately I'm contacting this casino that on its page inside the casino guru says that I would win 11 free spins on registration and so far so good I made my registration I played the 11 free spins and won a value of 6 reais and I continued playing these 6 reais and I got the amount of 170 reais and I decided to make a withdrawal of that amount and I contacted support with the name Jolene in which they asked me for my account verification to release the withdrawal and I did the whole verification process that took 3 days because no they accepted my proof of residence and today the 15/05th they canceled my account claiming that I violated the terms of the casino and did not answer me anything else. I would like a position from Casino Jefe regarding canceling my account.

Infelizmente estou entrando em contato referente a este cassino que na sua pagina dentro do cassino guru diz que eu ganharia 11 rodadas gratis no cadastro e até ai tudo bem fiz meu cadastro joguei as 11 rodadas gratis e ganhei um valor de 6 reais e continuei jogando esses 6 reais e obtive o valor de 170 reais e decidi fazer um saque desse valor e entrei em contato com suporte com o nome Jolene no qual me solicitaram minha verificação de conta para liberar o saque e fiz todo processo de verificação que levou 3 dias porque não aceitavam meu comprovante de residencia e hoje dia 15/05 eles cancelaram minha conta alegando que violei os termos do cassino e não me responderam mais nada. Gostaria de uma posição do cassino Jefe a respeito de cancelar a minha conta.

Dear Samuelritzel,

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 have passed the KYC verification?

Did the casino clarify which term you violated? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Yes I was asked for selfie documents and proof of address in which I sent more than 3 proofs in which they denied and then they asked me for a proof of active account and I sent it and they asked me 48h to verify and yesterday they simply deleted my account and saying that I violated the terms from the casino.

Sim me foi solicitado documentos selfie e comprovante de endereço no qual enviei mais de 3 comprovantes no qual negaram e depois me solicitaram um comprovante de conta ativa e enviei e me pediram 48h para verificar e ontem simplesmente excluiram minha conta e dizendo que eu violei os termos do cassino .

Thank you for your reply, Samuelritzel. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I didn't pass they canceled the account when I was doing the verification process

Não passei cancelaram a conta quando estava fazendo processo de verificação

Thank you very much, Samuelritzel, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Samuelritzel,

It's Michal again. I have taken over this complaint. It looks like you had the same issue here as in your other complaint on LuckyDino here

I've double-checked the casino T&Cs and found this:

TERMS FOR ACCOUNT REGISTRATION

6.2. • Will only open one account and will not under any circumstances attempt to register multiple accounts on other brands.

These terms apply for all these casinos as mentioned at the beginning of the T&Cs:

TERMS AND CONDITIONS

Last updated 30/08/2022, Version 2.0

The Company's websites (the "Site")

www.luckydino.com;

www.casinojefe.com;

www.justwow.com;

www.olaspill.com;

www.hipspin.com;

www.freshspins.com;

www.vie.bet;

I'm afraid there is not much we can do as you have most likely breached the above-mentioned rules.

I will still contact the casino to shed more light on this.

We would like to invite Casino JEFE to join the conversation.

Dear Casino JEFE,

Can you please provide information o why the player's account is blocked? If the information can't be shared publicly, please send them to michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Samuelritzel,

I've emailed you the Power of Attorney form that we require from you in order to continue helping you with your case. Please respond to my email as soon as possible with the completed and signed Power of Attorney form.

Dear Samuelritzel,

I'm still waiting for the completed and signed Power of Attorney form from you. I'm extending the timer for 3 additional days.

Please be aware if we don't receive the completed and signed Power of Attorney form from you, we will be forced to Reject your complaint.

Hi,

Please excuse the late reply.

When investigating your account with CasinoJefe (And LuckyDino - which is on the same network as CasinoJefe) it was confirmed that your account shares the household with another account, which is using different personal details. As per our Terms & Conditions, we only allow one account and welcome offer per household.

Relevant point from our Terms & Conditions:

7.8Users may open only one Account on the Website and only one Account is allowed per household and per IP address. Any duplicate and/or linked Accounts that are identified will be refused, suspended or closed. If the Operator identifies duplicate or linked Accounts that in the Operator's sole discretion have been created with the intention of gaining additional bonuses, circumventing any Account limits (including Bet, deposit and other wagering limits), or to gain any other unfair advantage, then the Operator reserves the right to void all Bets placed in all duplicate and/or linked Accounts (including a User’s primary Account). To the extent such voiding of Bets results in a negative balance in any Account, the Operator reserves the right to set-off such negative balance against any positive balance remaining in any duplicate and/or linked Account.

Hopefully this will clear up any question marks regarding the closure of your accounts.

If you have any further questions regarding your account, please contact our Customer support team.

Best regards,

Customer Support

Casino Jefe

I understand! I close the complaint.

Entendo! Encerro a reclamação.

There would be no way for me to know that Luckdino and Jefe Casino were the same company. But if it's on terms there's nothing to do

Não teria como eu saber que Luckdino e Jefe cassino se tratavam da mesma empresa. Mas se está nos termos não ha o que fazer

Hi,

Thank you for your reply.

To clarify - the breach is in your accounts sharing the household with another user. We just mentioned LuckyDino to sort out any misunderstandings regarding your other complaint, since it was mentioned by CasinoGuru representative.

Further, to reply to your comment - our Terms & Conditions clearly states which company operates the sites and under which license.

Hopefully this clears up any misunderstandings.

Best regards,

Customer Support

Thank you all for your responses.

Dear Samuelritzel,

As you may already be aware, it is stipulated that players are permitted to have only one account in the casinos. Regrettably, the rules that were outlined by both myself and the casino representative have been violated.

While I understand that this breach was likely unintentional, I strongly advise that you carefully read through the casino's terms and conditions before creating an account or activating any bonuses. This will help you avoid disappointments such as this in the future.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal