The player from Germany has been asked to provide additional documents. This caused the delay in processing of his withdrawal. We ended up rejecting the complaint because the player didn't provide sufficient evidence.
Brazino777 Casino - Player is struggling with the casino's self-exclusion policy.
Amount: €2,800
Brazino777 Casino
Safety Index:Very highSafety Index
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9.3
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
2 years ago
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2 years ago
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Another casino that they rate as good and that causes very big problems with the payout. I try to withdraw my money for several days and have sent several documents for verification. Contrary to what Casinoguru claims, the maximum payout is only € 700 per day. After the first deposits, my account was verified. After winning, this was suddenly no longer the case. People kept canceling withdrawals without giving the reason. Only days later I was told in the chat that I should send more documents, which I did. Unfortunately there is still no payout until now. I can't see why they think this should be a good casino. I am sending screenshots attached.
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2 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, sometimes casinos require additional documents before processing the withdrawal, and this isn’t unusual. Has the casino already approved your new documents?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
Lastly, I noticed that you cancelled your withdrawal on 26. November and requested the withdrawal again one day later. Please, do not cancel your withdrawals, as this may lead to further delay in processing.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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Hello Kristina,
I have sent you a lot of screenshots because the provider neither sends e-mails, nor is there a way to send the chat. Even the provider says that there is no information about whether an account has been successfully verified. That's why I was told before the payments that it was verified. After the disbursements, many other documents were necessary, but I don't have any information to verify them. The provider only occasionally cancels my withdrawals and tells me to keep trying. I sent you the communication. From this it becomes obvious that several withdrawals have been canceled by the provider and it is not clear why they are not working. The provider has almost no chat in English and NO email is answered. I will now forward my e-mails to the provider
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2 years ago
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Unfortunately, there is no way to exclude the account. Mails with a hint of a gambling addiction will not be answered. In the chat, reference is made to the e-mail address from which there is no answer. It is obvious that one should just lose the money. I didn't care about anything anymore, but which casinos rated you as good is really embarrassing. I will lose the money sooner or later because I will not have control over my gambling behavior.
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2 years ago
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I have tried to lock my account several times. This is not possible via chat. The provider does not answer e-mails. I have now continued to deposit, although I clearly pointed out my gambling addiction. I lost almost € 2000 and an additional half of the € 2,800 that I wanted to withdraw. Only 1,400 € were allegedly transferred after more than 4 days. Since the credit is not deducted from the balance when a payout is made, continued playing is a calculated tactic. I have all the emails requesting my ban for gambling addiction. So are the screenshots of the chats.
You are working with insanely criminal sites and seemingly intentionally giving the wrong impression of the casinos if they pay you enough. This casino is very bad and other users need to be warned! But money always counts more for you. I also find it cheeky that you nowhere mention the maximum payout of € 700 instead of the stated € 3000. You really do everything for a registration
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2 years ago
Thank you for your reply and emails, Stefan. Please note that even if we always try our best, it is difficult to keep all shared information up to date all the time. This casino review was last updated in July, and the casino's T&Cs changed in November. These withdrawal limits are currently stated in the T&Cs:
"9.3.6 It is prohibited to withdraw more than R$4.000/1.200USD/1.000EUR/1.600AUD/2.4000MXN per day, more than R$1.2000/3.600USD/3.000EUR/4.700AUD/74.000MXN per week and more than R$48.000/14.400USD/12.000EUR/19.000AUD/290.000MXN per month. Banks may also have their own limits, which may be lower than those set in Brasino777."
And this is the information we shared:
Therefore, our information was not incorrect, but incomplete, as only the daily withdrawal limit was missing and the rest was correct. It has never been our intention to provide misleading or incorrect information and I updated the daily withdrawal limit according to the T&Cs. Thank you for pointing this out and I apologize for any inconvenience caused by the missing data.
Moreover, the casino states, that there may be limits imposed by the payment provider, and unfortunately, this is most likely out of the casino's (and our) hands.
So I would like to focus on your current withdrawals and overlooked self-exclusion request.
- How much money is currently in your account?
- Do I understand correctly that the withdrawal of €1,400 has already been processed?
- Would you be so kind as to clarify how much money exactly you deposited and/or lost after you sent this email?
Thank you very much in advance.
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2 years ago
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I still lost € 600. My self-exclusion was also not accepted in the chat. I was referred to the e-mail, but obviously not even read it. My account is still open.
1,400 € are processed - according to the history of the provider.
I lost another € 1,400 of my credit after the provider refused to close my account.
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2 years ago
Thank you very much Stefan for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
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My account is still open and the casino is NOT responding to any email.
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2 years ago
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Hi Peter,
unfortunately the casino continues to refuse to close my account. I have now also lost the last amount available to me. I sent screenshots. The casino is obviously unscrupulous. Another € 600 are lost
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2 years ago
Hi Stefan,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Brazino777 Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Now the account is finally closed - presumably because the casino has been asked to comment.
So I lost a total of € 2,600 after applying for the closure.
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2 years ago
Hello Stefan,
We have checked your history with our support and also checked the information in your account. After registration, every client needs to confirm the e-mail or phone number that was used for registration. This is true. It's required so that the client has verified access to the account and can recover the username and password if necessary.
But this is not the kind of verification that is required when withdrawing funds. After winning, you created requests for withdrawals and they were cancelled until the verification of the documents was completed. Verification of the required documents for a withdrawal is a standard, mandatory procedure for all licensed casinos. Brands with a license from Curacao, Malta, local licenses - all have this procedure.
We are very sorry for the pending period and we know it can bring some discomfort, but it’s a standard procedure that takes place only once. Your account is now blocked however, subsequent withdrawals were made before that. If you have any questions, we are always glad to see you in the chat of our technical support.
Best Regards,
Brazino777 Team
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2 years ago
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Unfortunately, brazzino doesn't seem to recognize the problem. So I lost a total of € 2,600 after applying for permanent closure due to gambling addiction because there was simply no reaction. The payouts had long been processed. The casino simply did not respond to my email requesting the closure so I could continue depositing. That succeeded.
No later withdrawals were made as the account was not closed until I lost everything. My remaining balance of € 60 has not yet been paid out either.
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2 years ago
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@Casinoguru: Do you think it's ok that the provider does not close my account for several days, even though I can be shown to have closed this due to addiction? I lost € 2,600 after the provider ignored my request for several days. It was only after this complaint here that my account was closed at all. An email was never answered.
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2 years ago
Dear Brazino777 Team,
As soon as you are informed that a player has a gambling problem, their account should be frozen and they shouldn't be able to lose (or win) money. Therefore the lost money after this date should be refunded.
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2 years ago
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Thank you for your personal work. I'm really looking forward to the lowering of the rating in case the money is not refunded. So at least I was able to warn others about this provider. The provider has certainly deliberately ignored my emails
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2 years ago
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The evidence is at Casinoguru. The account wasn't closed until Brazzino first saw a complaint posted here. Or when the provider was asked to comment. The support always replied in English. From my point of view, the account was very deliberately left open.
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2 years ago
Hi Peter, can you please share the proof of the email to us at: support@brazpartners.com as we can't confirm receiving the email of self-exclusion?
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2 years ago
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On November 30th I sent the mail with the self-exclusion. Any further mail could not be sent. You seem to have blocked me from sending e-mails. Incidentally, I also forwarded the mail to you.
And don't worry, your chat can speak English. You have also written to me in English several times in the chat. You obviously want to consciously prevent closings. Please reimburse the 2,600 €. Everyone can get their own picture here and ask if you want to register with such a provider.
Even on December 3rd. I was able to deposit even though I tried to block my account in the chat for several days. Casinoguru has everything. It wasn't even enough for Brazzino that I canceled all available withdrawals after I canceled my addiction. No, they wanted more money and ignored every request. It's just strange that the support cheerfully replied in English beforehand.
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2 years ago
We have asked the Casinoguru manager for information and are waiting for an answer together with you to understand the situation. Sorry for the wait.
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2 years ago
Dear Brazino777 Casino,
The requested email has been forwarded to the email address provided.
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2 years ago
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@brazzino: Do you see the mistake of and refund the 2600 €?
Ansonsten@casinoguru thank you for the effort. The poorer rating, if the provider does not pay, will then certainly save many other users from similar experiences.
Fortunately, every possible new customer can read here how serious the provider is.
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2 years ago
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@Casinoguru: I tried to close my account 10 times in the chat. Strangely enough, it wasn't answered right then. This casino is obviously greedy. The account was not closed until this complaint was long open. During this time I was still able to pay in a lot and you have all the receipts. The provider could have done a lot more to accommodate my request.
It is interesting that I was able to continue to deposit after my chat with Melissa (on November 30th), which you published here, although I clearly pointed out that all deposits and bets should be restricted! That already shows how greedy this provider is when he lets me deposit anyway. This is clear from the second screenshot. Despite this clearly placed wish, I was allowed to continue playing. The receipts of the later deposits are all available to Casinoguru (@Peter: see my mail from December 3rd). Especially since I already on November 27th. wanted to close my account for the first time due to gambling addiction.
I look forward to your decision to give this casino black points. Otherwise the Casinoguru system does not work from my point of view!
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2 years ago
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I would like to emphasize once again that in the second screenshot you can clearly see that I asked in November to block my account for all deposits. The support read that because they answered beforehand. Even so, the request was ignored so that I could keep losing money. Please prove your backbone, casino guru, otherwise the casino will continue just as brazen. You have screenshots of later deposits. Hopefully, the fact that the casino is calling for this complaint to be closed will prevent many from registering there!
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2 years ago
Dear Brazino777 Casino,
Thank you for your reply and explanation.
Dear Stefan,
I'm afraid there is nothing we can do in this case. The casino provided an email address you should send your request to but you misspelled it so the request never reached the correct recipient. If we want to be fair, we can't blame the casino for this. Unfortunately, your complaint will be rejected. If you disagree with our decision, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.
Best regards,
Peter
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2 years ago
We reopened the complaint based on additional evidence received. I am forwarding the email from Stefan to Brazino777 Casino team.
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2 years ago
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Absolutely unbelievable. In the chat, see second screenshot from Brazino, it can be clearly seen that the casino has deliberately ignored my request regarding "restrict all my options to deposit". At least the € 600 paid in afterwards must be reimbursed. But as so often, I have the feeling that you are only switching to the casino page. I've written quite a few emails to the provider. Sometimes the email was correct and sometimes it wasn't. In the chat I tried to close the account 10 times. Then suddenly you couldn't answer.
I hope possible new customers see this as a warning and do not register there. The good reputation seems like a bad joke to me. I will no longer use Casinoguru in the future!
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2 years ago
@Peter, please check email sent with evidence that we don't have any emails received from or sent to that email address.
Best,
Brazino777 Team
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2 years ago
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You actually never answered. I have sent this. You surely know anyway ...
I am really scared that providers keep lying like that!
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2 years ago
Dear Stefan,
Nobody forces you to submit complaints to our website. Please keep in mind that the service you are receiving is free of charge. We are trying to help the players but we also want to be fair. If your request in chat was in English and there was nobody that would answer it in English, you were provided with an email address where you should send your request. If you really want to self-exclude, you should send an email. Based on the email you forwarded to me (the one I found after posting here), it actually does seem that you sent the email, but on the other hand, it seems that the casino never received it. I will discuss this with our team and will get back to you.
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2 years ago
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I think the casino knows that I sent this email. My suggestion for goodness - and then we'll see how serious the casino really is. three deposits (8:14, 8:11, 8:16) each of € 200 made. I sent the receipts to you, Peter, 20 days ago. If the casino refunds these three deposits, please feel free to close the case as resolved.
Otherwise it seems obvious to me that my requests to the casino have been deliberately ignored. I have been replied to several times in English. No more when it comes to gambling addicition, probably because you wanted to take the money with you because I had payouts open, all of which I should cancel. My email from November 27th was deliberately ignored.
If the casino does not accept this extremely fair suggestion from me, even though they pay € 2,000 less than they should (also for the sake of fairness), then from my point of view it shows that it is not a good casino. Feel free to pass this suggestion on. If the 600 € are reimbursed, I waive any further claims.
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2 years ago
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I have sent two emails to the casino in a row. On the second, at the same time, I made the text more drastic so that the casino would understand.
I forwarded both emails to you and both allegedly did not reach the casino. Strange, isn't it?
In addition, I would like to point out again that I wanted to lock myself out 10 times via chat. At this point, however, the casino stops communication. This is exactly how the casino apparently acted with these two emails, because none of them were answered. It is therefore extremely important that you rate this fairly and not think in terms of the casino. As you can see in the chat (second receipt of the casino), the casino stopped communication in the chat exactly when I tried to restrict deposits in the middle of the chat! I offer solutions here, although in my opinion 2,600 euros are due. The casino just doesn't respond at all! I hope that every player gets an idea of the obvious "seriousness" of the casino.
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2 years ago
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If you count 50% of the losses as affiliate income for you, you have lost a good five-figure amount through your links this year. If you decide to go for a casino here, even though brazino acted very unfairly, I will definitely never register using a link here again! Promised. Brazino has not replied to any mail and, as can be seen in the second screenshot, deliberately ignored the wish to prevent deposits. At least this € 600, which I then deposited, must be refunded to me.
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2 years ago
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Why does it say "In the end, we rejected the complaint because it was not justified" in the summary. I wrote several emails to the provider and tried several times to block my account. The provider deliberately ignored this. Even solutions I propose will not be accepted. In addition, the second uploaded screenshot from the provider shows that they knew very well that I urgently wanted to restrict my account. All emails are available to Casinoguru.
It's a shame that in some cases, despite clear evidence, you seem to prefer to go to the casino.
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2 years ago
Dear Stefan,
I discussed the issue including all evidence from you and from the casino with our management. Since the casino has no email from you and there is a very low probability that you would be able to write and send two emails with a different text in under one minute, I'm afraid your complaint will be rejected unless you can provide some bulletproof evidence like sending the email as an attachment to my email address. If you send the email as an attachment, it shouldn't be possible to tamper with its content.
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2 years ago
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It is unlikely that I have sent a few more words in a minute? Astonishing? Conversely, isn't it amazing that the casino reportedly NEVER received an email? Or is it not surprising that my clear wishes to restrict the account in the chat when it was clearly available were disregarded?
I've sent you the original email and haven't tampered with anything. There seems to be a close cooperation on your part with this casino. I really did provide the clearest evidence and even offered solutions.
The casino claims they haven't received anything and you should close the complaint. You're already doing it. I sincerely hope that someone else will have similar experiences with them. One thing is certain: the casino deliberately delayed the withdrawal until I lost everything. The repeated wish to no longer allow deposits has been knowingly overlooked. There are certainly reasons that you cannot send the chat history to yourself. Dubious behavior.
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2 years ago
Dear Stefan,
As stated above unless you can provide solid evidence that the email wasn't tampered with, I'm afraid, we will have to reject your complaint. If you disagree with our decision, I recommend turning to the Curacao Gambling Authority (certria@gaminglicences.com). Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.
Best regards,
Peter
