The player from Brazil had faced an issue with the betting site Aposta1. Despite having won 1,225,000 in a game, the player was only credited 90,000. Additional attempts to withdraw had failed and the player's account had been blocked. The casino had cited 'irregularities' as the reason for the account block, but had not provided detailed reasoning. We had attempted to contact the casino multiple times to resolve the issue but received no response. Consequently, the complaint had been marked as 'unresolved', which might have negatively affected the casino's rating. We had recommended the player to contact the Gaming Curaçao Authority for further assistance.
Aposta1 Casino - Player’s winnings are not fully paid and account is blocked.
Black points: 23170
Amount: 1,225,000 R$
Aposta1 Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 months ago
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7 months ago
Translation
Goodnight.
My name is Tiago and I have a complaint to make about the betting site Aposta1 [link removed by Casino.Guru admin] that after I won the amount of (one million two hundred and twenty five thousand) 1,225,000,000 in the PG game Fortune Tiger , only transferred me (ninety thousand) 90,000, after withdrawing this amount, I tried to withdraw another (fifty thousand) 50,000 which was left for the withdrawal evaluation but it did not go into my account. After waiting more than 48 hours, I tried to contact the platform's support and spoke to Túlio, who told me that the website's procedures were correct and asked me to wait a few more minutes. Anyway, the amount did not go into my account and when I tried to access my account, I had been blocked, as shown in the attached screenshot.
Again I sought support to find out why I had been blocked and they told me that I had committed irregularities on the site, which did not happen at all on my part. In this email, the customer service representative named Luiza reaffirmed that I had committed irregularities and without any details or explanation about the irregularity, she said that my account was permanently blocked without the right to review. The platform, according to its advertising, claims to be reliable, safe, responsive and quick to withdraw, but it blocked me and invented that I committed irresponsibility without me having done it, which I believe was done (the blocking) so as not to pay me the amount. earned value.
I count on your help to solve this problem, after all, if the Aposta1 platform is considered reputable, the fact that it retains my winnings and blocks me from withdrawing it, you must understand that misleading advertising on Brazil, it's a crime.
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear Tiago02,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Aposta1 Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- Could you please share the communication in which the casino justifies why they blocked your account? My email is tomas@casino.guru
- Have you completed account verification in the casino?
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
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7 months ago
Translation
Good morning Tomas.
Thank you for your return and, in response to your previous email:
1. I have been an Aposta1 player for over 1 year.
2. I was blocked on January 29th.
3. I checked and sent everything requested by Aposta1 casino.
4. They did not give me any justification for confiscating my winnings. They just blocked me and when I sought support, they sent me an email saying that I committed irregularities and that my account was permanently blocked without any right to review. (The email sent to me is attached).
During this period, from January 29th until now, I have been trying in every way to get them to pay the amounts that are rightfully mine.
I count on your help.
Grateful.
Automatic translation:
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7 months ago
Thank you very much, Tiago02, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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7 months ago
Hello there,
Thank you Tiago02 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Aposta1 Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help the player receive their winnings.
Thank you!
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7 months ago
Translation
Good evening Peter.
Thank you for your willingness to help me with the Aposta1 platform to redeem my winnings.
Automatic translation:
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7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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6 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
