The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The Complaints Team had attempted to mediate the situation by reaching out to the casino for clarification on the player's winnings, which were allegedly withheld due to accusations of Opposite Betting. However, despite multiple attempts, the casino did not respond, leading to the complaint being marked as "unresolved." The player had taken legal action against the casino, which had been noted in the resolution process.
Brazino777 Casino BR - Player claims that payment has been delayed.
Unresolved
Our verdict
No reaction
Black points: 2,170
Amount: 43,259 R$
Brazino777 Casino BR
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Dear all,
Since September 5th I've been having difficulties making withdrawals. Initially, my account was under analysis by the monitoring department and was later released for withdrawals on September 10, when I made new requests.
However, to date (17/09), these withdrawals are still pending and I have yet to receive any official positioning. I understand that unforeseen events can happen, but I believe that transparency is fundamental. I therefore cordially ask for a clear deadline for resolving the situation.
Thank you in advance for your attention and I look forward to hearing from you.
Sincerely,
Edited by a Casino Guru admin
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2 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 months ago
Translation
Hello, thank you for your attention and concern.
My case remains open. So far, I haven't received any money, except for the initial deposit of R$8,122.00, released on September 19th.
The amount of R$35,127.00 is still being held and investigations are underway, for which a deadline of tomorrow, the 25th, has been requested.
As soon as there is news, I will report it here.
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2 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
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2 months ago
Translation
Of course, you can ask your questions.
My answers are as follows:
1) Yes, I had made withdrawals before.
2) Yes, I had already gone through the KYC process.
3) No, it wasn't with bonuses.
I'll forward the evidence to your email shortly.
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2 months ago
Translation
Hello, I have just received an e-mail from Brazino777 informing me that they are going to withhold my winnings in the amount of R$35,127 for allegedly practicing Opposite Betting. I deny the accusations that were imputed to me, I even made a broad defense, because their argument is weak. They don't even have my IP address in the operations or any proof that it was me doing it. In addition, they have also withheld slot winnings, brazino777 is responding to several lawsuits in Brazil, and is now going to respond to one more, which is mine. It's a dishonest company, I warn everyone. I'll be sending you the evidence now by email too.
Thanks for everything, and don't play with brazino, they're dishonest.
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2 months ago
Dear player, could you kindly confirm whether the winnings in question were accumulated through sports betting?
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2 months ago
Translation
Hello, the winnings in question were made on Slots and Live Casino games. I played over 3,000 games on the slots and over 50 games on the live casino. They identified that in 3 of them, there was the possibility of matched betting, and they did not present relevant evidence linking me to these alleged bets, the loser was me. They didn't have my IP address, they weren't my accounts.
It's a disreputable casino, never again!
But I'm going to get it back, I've already taken legal action.
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2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you wendelbrazino777 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Brazino777 Casino BR for their help in resolving this complaint. We would like to know how we can help resolve this issue.
Thank you!
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1 month ago
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.
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1 month ago
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. While the casino is licensed, the regulatory body doesn't offer any way to escalate your complaint.
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
