By any chance, have you used both accounts in claiming through faucet (even once)? After reading the email sent to you, I ended up with this conclusion :  maybe you could have 2 accounts based on their terms (let's say like yours, 1 bank and 1 which you'll use to play), but you shouldn't use the faucet for both to not be identified as faucet farmer.

Anyway, accurate answer will always be from their support. Let's see how they will respond to your message.

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It's written more than 2 accounts
They have rains in the chat? Maybe that's the reason of rule no. 6. Anyway, why would anyone chat using both accounts at the same time in the first place?