The player from Mexico had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The player alleged that the casino had repeatedly canceled her withdrawal requests, demanded an impossible document related to a virtual card, and eventually her account balance had disappeared. Despite providing extensive evidence and documentation, the casino did not respond adequately. Due to the player's lack of response to the Complaints Team’s follow-up inquiries, the complaint was closed without resolution at that time.
Brazino777 Casino MX - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$249,561
Brazino777 Casino MX
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
I request the urgent intervention of Casino Guru regarding the unjustified withholding and confiscation of funds by the Brazino777 casino, totaling $249,561.47 MXN. My gaming account is under the name Ana Cecilia Esmeralda Ibarra and is currently 100% verified by the casino's security department.
Key points of the dispute:
Origin of the problem: The casino froze my initial withdrawals, claiming it was necessary to verify a virtual card issued by the Spin by OXXO financial app. This virtual card was deactivated and deleted by the bank for security reasons, making it impossible to record a video of it.
Documentation compliance: On June 14, 2026, I emailed (through their official Zendesk support system) my global account statements in PDF format signed by Santander and Spin by OXXO, fully demonstrating my identity and ownership of the deposited funds.
Internal support validation: Support agent "Antony G." received the passwords for the PDF files and the technical tracking data (Authorization 093260, Affiliation 00000000891 via the merchant KSKVINTERA001). The agent committed to having the "responsible sector" perform a manual validation of the bank trace within 24 hours.
Confiscation of funds and system contradictions: After the deadline passed, the casino did not respond. Instead, the system massively rejected all my withdrawal requests from June 19th and 20th, 2026 (reference numbers visible in screenshots such as 15005516 for $50,000 MXN, 15005550 for $10,000 MXN, among others), falsely applying the "Insufficient Funds for Withdrawal" status and emptying my game balance to only $0.17 MXN.
Proof of pre-existence: The fact that the casino system generated legitimate withdrawal slips for amounts of $50,000 MXN on those dates mathematically proves that the balance existed in my account. Currently, if I try to generate a withdrawal without a balance, the system completely blocks the option and does not generate any slips.
I explicitly requested a detailed history of my bets, winnings, and losses from the support agent "Piero" to trace my money, but they refused to provide it. There is no record of any games played or bets placed by me that justifies the disappearance of my $249,561.47 MXN. I demand the full restitution of my legitimate winnings through this arbitration process, as the casino is acting in bad faith by withholding the money of a fully verified user. I couldn't upload all the screenshots of the conversation that prove everything I'm saying; I'm available if you'd like me to send them to you.
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1 month 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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1 month ago
Dear ANNYIBARRA,
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 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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1 month ago
TranslationHi, Karla.
Thank you so much for your response and for following up on my case. I confirm that I have absolutely all the necessary documents and evidence to support my claim.
I have in my possession:
Screenshots of legitimate withdrawal slips generated by the system for an amount of $50,000 MXN.
Evidence of the total balance claimed of $249,561.47 MXN that completely disappeared from my account.
The transcript/screenshots of the conversation with the support agent "Piero", where he refuses to provide me with my detailed game history.
Additionally, I want to formally record the chronology of the blockade and the evasive and impossible tactics used by the casino:
Systematic blocking: From June 11th to June 21st, the casino consecutively canceled all my withdrawal requests, citing "details regarding requirements." Eventually, after my entire balance disappeared, the system began displaying the "insufficient funds" message.
Demand for an impossible document (Spin Virtual Card): The casino insisted on demanding a statement of account exclusively for a virtual card ending in 1521. I showed them and sent the official email from the Spin by OXXO application indicating that said virtual card was already blocked and could no longer be used.
Evidence of Spin support: I also attached screenshots of my conversation with Spin support agents, where they explained verbatim that the virtual card does not generate separate documentation, but that transactions are linked to the main physical account (which I did send them). The casino deliberately ignored this and continued demanding a non-existent document as an excuse not to pay.
Casino system failure: The casino system never deducted the money from my overall balance when I made a withdrawal request, leaving it untouched despite having the issued receipts. This demonstrates serious flaws in their own platform for which I am not responsible.
The casino acted in total bad faith, using a circular technical support system to withhold and subsequently make my legitimate funds disappear.
I await your instructions on which Casino Guru email address or method I can use to send you all these test folders.
Thank you so much for your support.
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1 month ago
TranslationFrom November 11th to 22nd, the Brazino777 casino did not respond to my daily withdrawal requests. They kept asking for a statement from a virtual card, and the withdrawal requests were "awaiting processing" and then canceled due to discrepancies in the requirements. On the 20th, they indicated insufficient funds for my requested withdrawals. That was all; the casino did not respond to my inquiries about the issue.
I sent all the documentation they asked for. They asked me for it daily, 5 to 7 times a day, it was the same thing. On Sunday, November 21st, I got annoyed because I had my husband download the casino game and he deposited money into the casino with one card and won, withdrawing to another card. I did this to see if they were only asking me for so many documents or if it was everyone in general. I sent a message to the casino asking if they were only asking me for so many documents to be able to withdraw or if it was in general, and they answered me. It's very clear that this applied to everyone without exception, that it wasn't just a whim of the casino. Doing this to one person, but to everyone in general, is further proof that their response is a blatant lie. I just verified this with my husband; he withdrew and they didn't ask him for any of the things they asked me. They even made it very clear that if I deposited with a card, I had to withdraw with the same card, which is also untrue. My account balance is zero, and my withdrawals are being returned with an "insufficient funds" response. The casino has clearly refused to give me what I won. My play was fair, without bonuses or anything the casino gave me. I deposited my own money to start playing.
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1 month ago
Dear ANNYIBARRA,
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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1 month ago
TranslationHello, Karla
They continue to avoid my situation
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1 month ago
Dear ANNYIBARRA, thank you for your response. 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?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.
Karla
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4 weeks ago
Dear ANNYIBARRA,
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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3 weeks 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,
Karla
Casino.Guru
