Ybets Casino - La cuenta del jugador está cerrada por presunta duplicación.

Hello. My account was blocked due to a duplicate account, but I do not have a duplicate account.

Здравствуйте.Мой аккаунт был заблокирован по причине дублирующего аккаунта,но я не имею дублирующего аккаунта.

Dear serz1502,

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.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?

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

Hello. Yes, this can happen since I am not the only one using this Internet. I played slots. No, I did not go through verification since they did not require any documents.

Здравствуйте.да такое может быть так как я не один пользуюсь этим интернетом.Я играл в слоты.Нет я не проходил вертификацию так как они не требовали не каких документов.

Thank you very much for your reply, serz1502. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I don't have any correspondence anymore because it was in the chat, they just said your account is blocked because there is a duplicate and that's it, but I have never been verified on this site

Уменя уже нету переписки так как ето было в чате они просто сказали ваш аккаунт заблокирован так как есть дублирующий и все но в этом сайте я не когда не проходил вертификацию

Thank you very much, serz1502, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, serz1502!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

I have attached a screenshot of the correspondence.

Я приложил скриншот переписки.

Dear serz1502 and Casino Guru,

We have relayed all the information to our KYC Department.

Please be assured that your request is under review and will be addressed at the earliest opportunity.

We sincerely apologize for any inconvenience this delay may have caused and express our gratitude for your understanding and patience throughout this period.

Respectfully,

Ybets Casino Representative

Hello, Ybets Casino Representative!

Has there been any news regarding the player's issue?

Dear serz1502 and Casino Guru,

This player has been blocked due to multiple duplicate accounts associated with the same payment method.

We are prepared to provide all relevant evidence via email.

Respectfully,

Ybets Casino Representative

Hello, of course, please, provide evidence to my e-mail: pavel.k@casino.guru

Dear serz1502 and Casino Guru,

We sent an email with the proof to your personalized email.

Respectfully,

Ybets Casino Representative

Hello serz1502,

we have received sufficient evidence from the casino that confirms your creation of multiple accounts. We consider such behavior as unacceptable, therefore, I must reject your complaint.

Respectfully,

Pavel K

Casino Guru Team