Art Casino - Player's account has been unfairly closed.

I am submitting this complaint regarding ArtCasino due to an unfair account closure and unpaid remaining balance.

Here is a clear summary of what happened:

I deposited R$150.

I played normally and accumulated approximately R$600 in total balance through legitimate gameplay.

I requested a withdrawal.

I was only allowed to withdraw the initial deposit (R$150).

Shortly after, my account was closed while there was still remaining balance from my winnings.

I did not violate any terms, did not abuse bonuses, and did not engage in any fraudulent activity. My gameplay was regular and fair.

After the partial withdrawal, my account was closed without a transparent explanation and without paying the remaining balance.

I contacted support multiple times but did not receive a clear justification referencing a specific clause of the Terms and Conditions.

I respectfully request:

A full review of my case.

A clear explanation of the exact rule allegedly violated (if any).

The payment of my legitimate remaining balance.

I am willing to provide all screenshots and communication records as evidence.

I am simply asking for fair treatment and the payment of winnings obtained through legitimate play.

Thank you for your assistance.

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Dear Ronaldo7777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc., with the money you deposited?
• How long have you been playing at Flappy Casino? Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards

Petra

Hello,

Thank you for your response.

Here are the requested details:

• I played in the casino section, specifically the slot game Lucky Pig by PG Soft.

• I created my account approximately 15 days ago.

• I had already submitted my documents for verification, but the verification process had not yet been completed before my account was closed.

• My winnings were accumulated using real money only. I did not use any active bonus.

Please let me know if you need any additional information or screenshots.

Kind regards,

Ronaldo

Dear Ronaldo7777,

Thank you for your reply and for providing the previous details.

To help us review your case accurately, could you please clarify the following:

• Can you confirm the date when you made the deposit of R$150 and request the withdrawal of your winnings?
• Could you please let me know which verification documents you have already submitted and the exact dates when they were sent?
• Have you received any email explaining why your account was closed? You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.

Thank you again for your cooperation.