The player from Brazil had requested a withdrawal two weeks prior, but the casino had not processed it and had provided no specific information despite multiple inquiries. The Complaints Team had attempted to engage with the player for additional information to assist in resolving the issue. However, due to a lack of response from the player, the investigation could not proceed, and the complaint was closed at that time. The player retained the option to reopen the complaint in the future should they wish to continue communication.
Brazino777 Casino BR - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 20,000 R$
Brazino777 Casino BR
Safety Index:Very highCase summary
Discussion
Public
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8 months ago
Translation
the site hasn't paid my withdrawal, it doesn't give me any information about what's going on, every time I contact support I get the same generic answers, and the same thing in my e-mail.
I've tried everything to resolve it
Automatic translation:
Public
Public
8 months ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share any communication you received from the casino as a response to your inquiries regarding the delay? Send the information to my email at tomas@casino.guru
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,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
Dear tj12shop93,
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.
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8 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
