I released my sign-up bonus and when I tried to redeem it, they blocked my account. I just want to clarify that my account has already been verified, I've uploaded all the necessary documents and everything. However, when I reached out to customer support, they said my account was blocked due to it being a duplicate, but my account has already been verified.

Libere mi bono de registro y al momento de querer cobrarlo me bloquearon mu cuenta, aclaro mi cuenta ya esta verificada, ya subi los documentos correspondientes y todo, pero al contactar a soporte dice cuenta bloqueada por cuenta duplicada pero si mi cuenta ya esta verificada

Dear Ikowan1,

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 if you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Please be aware: At www.kpvfaw.com, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yes, at home my mom created an account on playdoit, and yes, of course, it passed the KYC verification.

My earnings were already released with the registration bonus of 500 if it was a duplicate account because they did not cancel it before I released the bonus

Si en mi casa mi mama se creo una cuenta en playdoit, y si claro que pase la verificación KYC

Mis ganancias ya estaban liberadas con el bono de registro de 500 si fuese una cuenta duplicada porque no me la cancelaron desde antes que liberara el bono

Could you please explain the timeline of events?

When did you and your mother each create an account in the casino?

When did you request a withdrawal and complete the verification procedure for your account?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

My mother created it first,

Later on, she helped me create a user, I registered with a casino bonus

Complete the requirements to release the bonus

Verify my account using KYC

I went to the withdrawal option, it already has my real balance (bonus already released) I requested withdrawal through Oxxo and if the withdrawal was approved, and after 30 minutes it no longer let me in, the legend of blocked user appeared

Mi madre la creo primero,

despues al tiempo ella me ayudo a hacer un usuario, me registre con bono para casino

Realize los requisitos para liberar el bono

Verifique mi cuenta mediante KYC

Fue a la opcion de retiro, ya tiene mi saldo real ( bono ya liberado) solicité retiro mediante oxxo y si me aparecko retiro en aprobación, y a los 30 minutos ya no me dejo entrar, los aparecia la leyenda de usuario bloqueado

• Have you used your device exclusively when playing in the casino?
• Did the sign-up bonus require a deposit? Have you deposited any funds in the casino?

I did not deposit, it did not require a deposit, it was only a registration bonus of 500 with a rebet release of 25000 and if I fulfilled it

No deposite,no requeria deposito solo era un bono de registro de 500 con un una liberación de reapostadade 25000 y si lo cumpli

If you created your account only after your mother and claimed no-deposit bonuses, the casino might interpret this as a multiple account creation for the purpose of bonus abuse.

Have you used separate devices while playing in the casino?

Have you informed the casino before playing there are multiple accounts in your household?

Dear Ikowan1,

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.