7878BR Casino - Player's withdrawal request is delayed.

I made two deposits and now I'm trying to withdraw them and they're asking me to deposit more, but I've had no warning about this!

Dear lopesuiara1,

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 clarify your situation.

Could you please specify why the casino requests an additional deposit from you?

Did you accumulate your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

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

The casino without prior notice is communicating me when requested the withdrawal asked me to evolve to some levels making some deposits to achieve the withdrawal of the amount reached, barring me even to continue betting the amount of 1027.00 and forcing me to reach higher levels, with more deposits! I never made withdrawals on this platform, first contact and a horrible inconvenience because I did not sleep and I lost service trying to solve more the platform nor help center or complaint offers ! I have not identified verification on the platform! I'm waiting for a response for God's sake.

Good afternoon! I haven't heard back yet. How will you do it?

Did you accumulate your winnings with a bonus?

Could you please forward me the communication between you and the casino regarding the requests for additional deposits? You may either post screenshots here or send them to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear lopesuiara1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The platform doesn't let me contact their complaint center, I can't communicate there, they don't give me that option! I made a single deposit of 20 reais and I can't withdraw my winnings, and I can't play my winnings! They won't let me

Thank you very much, lopesuiara1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you lopesuiara1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 7878BR Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by 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,

Peter