Hi javierchavez, sorry to hear about your experience was not as expected. As you seem to know us from the past, you'll know that we look after our players safety and security online, especially where your personal data is concerned, so maybe we're a little stricter than others on the documentation, but we're looking after you or the owner of that data.
The explanation of why this happened has been communicated with you but there are a number of inconsistencies with your account which do not match up to the information provided and the questions asked. We use a variety of security checks, which I obviously can't go into detail about but it's fair to say that from the documentation provided there are significant inconsistencies which lead to the casinos decision.
The original deposit amount has been refunded and the player account remains closed. If you wish to contest this further, please speak to the casino hosts direct.
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