BetBRX Casino - Player's account has been blocked with an unresolved withdrawal issue.

I deposited 3000 brl at the casino, placed a bet and won, shortly after I went to withdraw, they asked for documents which have already been verified, but when I requested the withdrawal they stated that they were having issues with pix, I understood and waited. A week passed and still nothing, they gave us another week to wait and again nothing, until the support vanished, and the casino blocked my account without any justification. They don't respond to emails or anything, many people are complaining about the house for blocking accounts and not executing the withdrawals, I am awaiting a response.

Dear rafaelslima03,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with BetBRX Casino. Please allow me to ask you a few questions to make sure I understand the situation completely.

Do I understand correctly that you were asked to send new documents for verification of your casino account? Which documents exactly have you provided? Could you please confirm if all these documents were verified for the second time?

Have you tried using another withdrawal method than Pix?

Have you made any successful withdrawals from this casino in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon, the casino blocked my account, I can no longer access it.

The house no longer offers support either, neither by message nor by email.

I never made a withdrawal in this casino, it was the first time I started using it.

I provided my CNH with CPF number, full name, date of birth and photo.

Before they blocked the accounts, I tried to request the withdrawal via crypto, but they informed me that it was not possible. I've had this problem for 3 weeks.

Thank you for your response. Has the casino given you any explanation why your account was blocked?

no response, until today I have not been able to speak with the casino or news of what they are going to do.

Thank you very much, rafaelslima03, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, rafaelslima03!

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.

Thank you!

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.

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 Curacao Gaming Authority (info@curacaolicensing.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 (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,