CitoBet Casino - Player’s account has been blocked after a withdrawal request.

Last Saturday, I deposited R$ 50.00 and started playing Sugar Rush with R$ 20.00 spins, accumulating several wins!

I reached a point where I had a substantial amount and began making R$ 100.00 spins, and the wins kept coming.

I completed the R$ 4,000.00 rollover with R$ 1,250.00 in my balance for withdrawal.

I requested the withdrawal and went to sleep. On 06/30, I woke up to check on the withdrawal, only to find out that my account had been blocked!

Through chat and email, which I have attached, they mentioned it might take 2 months for analysis. My question is, how come? The gameplay was normal, and I have everything recorded. They mentioned a violation of terms but didn't specify which term was breached.

Under Law No. 8.078, of September 11, 1990, the platform itself is violating the law. It's not surprising given the numerous incident reports I've found, and multiple complaints to various casino regulatory bodies! How are they still operating in Brazil?

I will await a response via this complaint platform since there are recurring complaints about this issue on Procon. If I don't get a proper response, I will file a police report and take legal action if necessary! I want a simple resolution, just the withdrawal, nothing more, as I spent hours playing and it was not for free. Earlier this month, when I registered, I made the same kind of plays, and the withdrawal went smoothly! Not to mention, my account is still blocked because the platform doesn't want me to gather "evidence," but I have all I need as I always record games that result in high bonuses!

They already have a "pre-prepared excuse" as indicated in the chat response attached.

I hope to find a resolution here as soon as possible! If not, I will pursue this further. Thank you in advance!

It's been a week, and they still haven't specified which terms were violated, neither on this complaint platform nor anywhere else. I am now using this platform to find a solution; otherwise, I will turn to federal authorities.

Dear jullyan2207,

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

Could you please specify if you accumulated your winnings with or without an active bonus? If you played with a bonus, kindly send me the screenshot or the link to it.

Could you kindly confirm if you passed the full KYC verification?

Please forward all the evidence you have that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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 morning... I sent you more details in your email. With several prints of their recurrence too!

Thank you for your email. Could you please explain where you got the screenshots with the emails from customer support to users named Naidia and Daniel?

Hi Veronika, it was in my email inbox that I have access to the account, I can't gather more evidence due to being blocked on the platform until today and with no response regarding the "terms" violated.

Do I understand correctly that you have access to accounts belonging to certain Naidia and Daniel?

No... these are public complaints, posted in the complaint here....

https://www.reclameaqui.com.br/empresa/citobet/

Follow the link, which has more recent complaints from other users!

You don't even need to register to view!

Thank you very much, jullyan2207, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Jullyan

Regarding the investigation into the suspension of your Citobet account, after detailed verification by our security and risk department, below is the resolution,

following our Terms and Conditions, https://citobet.com/page/general-promotions-terms / https://citobet.com/page/terms-and-conditions

3.3 If you register or attempt to register more than one account, for any reason, we may block or close any or all of your accounts at our discretion.

We may also void all bets that have been placed on duplicate accounts, block bonuses and gifts and void withdrawal requests. In addition,

any returns, winnings, and bonuses obtained or accrued during the lifecycle of the duplicate account will be lost. Please also note that your initial deposit cannot be refunded.

4.5. Using multiple accounts to obtain more bonuses or free bets than allowed for each customer.

7.6 Citobet will review all player accounts and classify them at its discretion. As soon as a player is classified as a "bonus hunter" or "bonus abuser", all winnings and

winnings and bonuses will be voided and the account will be suspended and the payment not processed.

7.7 In the event of any breach of these Terms and Conditions, Citobet reserves the right to take the following actions:

7.7.1 Confiscation and Suspension of Account Balance: Citobet may withhold your account balance and suspend it at its discretion if you violate any of our terms.

For the return of the deposit, they informed you to select as Resolved the complaint on Reclame Aqui, that they would do business again and rate with 10, inform us after

to reactivate the account and withdraw the R$50 from the deposit, after payment the account will be closed definitively.

We remain at your disposal for whatever is necessary.

Yours sincerely,

John

Citobet Support Team

📧 suporte@citobet.com

Look, they're trying to "lure" me into making a refund.... That's the e-mail I received from them... I don't have anything else registered there.... Just my one account... I don't have any accounts apart from my main one.

they released my account, I took the R$50.00 and when I went to take screenshots of the evidence they blocked it again!

Dear jullyan2207,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the CitoBet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear CitoBet Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the blocking of the player's account? If you have any supporting evidence to substantiate your allegations of the player creating multiple accounts, kindly send it to my email address at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hello all,

The account has been closed due to repeated violations of our promotion terms. Specifically, our team have identified patterns of behavior where promotions were used primarily to gain rewards, with minimal or no actual gameplay. Our promotions are intended to enhance genuine gameplay, and unfortunately, the actions do not align with this intent.

We appreciate your understanding.

Best regards,

The Citobet Team

Dear CitoBet Casino,

Thank you for the update on this case. Could you please provide a detailed explanation regarding the alleged violation, along with any supporting evidence to back up these claims? I would appreciate it if you could send all relevant information to my email at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Hello,

The evidences have been send to you email.

Kind regards,

Citobet Team

Dear CitoBet Casino,

Thank you for providing the evidence related to the case. Upon reviewing the details, it is clear that the player claimed multiple deposit bonuses in succession, which, according to our Fair Gambling Codex, is entirely acceptable. It’s important to note that if a casino chooses to offer promotions, it is only reasonable that players take advantage of them within the rules provided.

According to our Fair Gambling Codex, a player who adheres to the casino’s Terms and Conditions should be entitled to utilize any bonuses granted to him. We firmly believe that once a player has met the wagering requirements and has not violated any additional rules, he's entitled to keep his winnings. It is not acceptable to retroactively penalize a player or withhold his winnings based on mere suspicion of bonus abuse, especially when no explicit rules were broken.

If the casino wishes to limit the number of bonuses a player can claim, it would be more effective to adjust the promotional offers rather than penalize players who are playing within the rules.

Given the above considerations, I strongly urge the casino to reconsider its decision in this case. The current stance appears to conflict with the principles outlined in our Fair Gambling Codex. Should the casino persist in its decision, I will have no option but to mark this complaint as unresolved, which may result in negative repercussions for the casino’s safety index.

I look forward to your prompt and thoughtful response.

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.

Hello, good morning... The casino has not commented, I would like to request a report or document from the guru, as there is information that they have sent by e-mail, so that I can take legal action...

Thank you in advance.

Dear jullyan2207,

I apologize for the delayed response.

Unfortunately, Casino Guru is unable to issue any reports or documents related to complaints for use as evidence in legal proceedings. As an impartial mediation authority, we cannot participate in such cases. From our perspective, since the casino has failed to respond to the last message in the complaint thread, there is nothing further to investigate or resolve. Therefore, this complaint will be marked as "unresolved" (against the casino), as the casino has ignored our suggestion to reconsider its decision.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo