ACR Poker Casino - La cuenta del jugador se cerró.

It turns out that my husband and my son have an account in América cardroom and they have won well, so I decided to create an account to win the same since we all play poker, I started with my account, I played normally for a few days without success, I had not verified the account then In a tournament I won 30 USD I decided to verify my account to prepare for the next withdrawal and to my surprise they accused me of multi-accounts and they closed my account, I said well they didn't let me verify the account, that is, they didn't let me send documents and they blocked my account there I lost 30 USD, I let a little while go by and I decided to create another account, I played the same thing for a while without problems winning and losing but it turns out that yesterday, that is, 06/08/2023, I entered a freeroll tournament of two stremers that is special If you manage to eliminate any of them, you win a 1000 USD bounty. I was lucky and eliminated it. After winning that amount, I saw it in my account, I sent my documents to verify the account and be able to withdraw, and oh surprise, they returned to me. ban and steal . Through this complaint I need help since I have proof that I have never used multi-accounts and the casino wants to take advantage of me and steal something that I do not understand because if they do not need it, could they please help me. I have emails and videos of me playing in the tournament

Resulta que mi esposo y mi hijo tienen cuenta en América cardroom y han ganado bien por lo que yo decidí crearme una cuenta para ganar igual ya que todos jugamos al poker empecé con mi cuenta, juegue unos días normal sin éxito no había verificado la cuenta entonces en un torneo gane 30 USD decidí verificar mi cuenta para prepararme para un próximo retiro y para mi sorpresa me acusaron de multicuentas y me cerraron la cuenta, dije bueno ni me dejaron verificar la cuenta osea ni me dejaron enviar documentos y me bloquearon la cuenta ahí perdí 30 USD , deje pasar un tiempito y decidí crearme otra cuenta lo mismo jugue un tiempo sin problemas ganando y perdiendo pero resulta que el día de ayer osea el 08/06/2023 me metí a un torneo freeroll de dos stremers que tiene de especial, que si tú logras eliminarl a alguno de ellos te ganas un Bounty de 1000 USD corrí con suerte y lo eliminé, después de ganar esa cantidad la Vi en mi cuenta envié mis documentos para verificar la cuenta y poder retirar y oh sorpresa me volvieron a banear y a robar . Por medio de esta queja necesito ayuda ya que tengo las pruebas de que nunca he usado multicuentas y el casino se quiere aprovechar de mi y robarme cosa que no entiendo porque si ellos no tienen necesidad de eso podrían ayudarme por favor. Tengo correos y videos de mi jugando en el torneo

Hello Alicialeon2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Americas Cardroom Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise why did you create a second account in the casino (as it already means you have multiple accounts and the casino has the right to ban you and void any winnings generated)? Did you claim any bonuses which your family claimed as well? Are their account still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Let's see, I'll explain, I created a second account because the first one banned me for no reason, I simply won 30 USD and when I try to withdraw, boom, permanent suspension according to them, multi-accounts, as far as I know the term multi-accounts refers to many accounts used by a player, which It never happened, they closed my first account, wait for a while to pass and create another one, since the first one didn't even let me send verification documents, they simply closed it and gave no other option, that's the first answer, the second, neither my family nor I claimed absolutely no bonuses or benefited from any rewards, my account was simply blocked and they didn't give me the option of anything, I told them show me the fraud since we never did fraud because they play far apart from me I sent them a video of how I won the 1000 and it is totally legal last night Friday June 10th I sent them my husband's and mine's documents again so they could see that we were totally different people and you know what they did they also decided to suspend my husband's account which seems to me to be even more unfair since As I told you, he had his verified account and I had mine and I'm telling you my son is 27 years old and also has his fully legal and verified account because the casino is abusing its power and a term that was never violated and they also blocked his account, I mean they're going overboard because they're laughing in our faces tell me what kind of evidence you want. and I send them to you

A ver te explico me cree una segunda cuenta porque la primera me banearon sin ningún motivo simplemente gane 30 USD y cuando trate de retirar pum suspención permanente según ellos multicuentas, que yo sepa el término multicuentas hace referencia a muchas cuentas utilizadas por un jugador cosa que nunca pasó me cerraron mi primera cuenta espere a que pasará un tiempo y cree otra ya que la primera ni siquiera me dejaron enviar documentos de verificación simplemente me la cerraron y no dieron opción demás esa es la primera respuesta, la segunda, ni mi familia ni yo reclamamos absolutamente ningún bono ni nos beneficiamos de ninguna recompensa, mi cuenta simplemente la bloquearon y no dieron opción de nada yo les dije muestrenme el fraude ya que nunca hicimos fraude porque ellos juegan muy aparte de mi les envié un vídeo de como gane los 1000 y es totalmente legal anoche viernes 10 de junio les envié los documentos de mi esposo y míos de nuevo para que vieran que éramos personas totalmente distintas y sabes que hicieron decidieron también suspender la cuenta de mi esposo cosa que me parece a un más injusto ya que como te digo el tenía su cuenta verificada yo la mía y te comento mi hijo tiene 27 años también tiene su cuenta totalmente legal y verificada pues el casino está abusando de su poder y de un término que nunca se violo y también le bloquearon la cuenta osea se están pasando de la raya porque están se están riendo en nuestras caras dime qué tipo de pruebas deseas. Y yo te las envío

Hello Alicialeon2,

Unfortunately it does not work like that. If your first account got closed it means that you were not eligible to play in the casino for some reason. You was supposed to contact them in order to reopen the old one or ask for the reason of blocking it but as you've created a new account, you violated the casino terms and they had every right to close it and void any balance on it.

I'm really sorry but in your case, the casino was correct and did nothing wrong and there is nothing we can do about it.

Please be sure to never create 2 accounts in 1 online casino even if your old one is closed as it is still a breach of terms.

Is there anything else I can assist you with? If not, the complaint will be closed.

Dear Alicialeon23,

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.