The player from Mexico filed a formal complaint against Brazino777 due to a withdrawal delay of over 60 days and an ongoing verification loop despite having previously made successful withdrawals. The support team had provided contradictory information, and she had verified multiple cards but continued to face requests for new documents or unjustified claims of account cancellation. We engaged with the player and the casino, sought clarifications, and urged the casino to respond promptly. Despite several extensions and attempts to contact the casino, the casino initially failed to provide a timely resolution or sufficient communication, which led to the complaint being closed as unresolved and negatively impacting its rating. The complaint was later reopened at the casino's request, and after further communication and verification, the player marked the complaint as resolved.
Brazino777 Casino MX - Player faces withdrawal delay and account issues.
Case closed
Amount: Mex$500
Brazino777 Casino MX
Safety Index:HighCase summary
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Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
Translation
Dear Attila
I want to add to my answer that I understand what you mentioned about KYC.
What I can't understand is why they're telling me I have to wait until October if everything related to my bank accounts and debit and credit cards is verified, and it's not just because of the $500 withdrawal in process but also the frozen bond balance
I await your information and support to find the best possible solution to my case.
Dear Player,
Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
Thank you for your patience and cooperation.
Dear Player,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
Hello Adryxlugo-71,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Brazino777 Casino MX representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.
TranslationDear Martin
Thank you very much for your response. Let me see if I understand correctly; we are waiting for a response from the BRAZINIO777 representative.
As soon as you receive the answer, you will contact me again.
It's right?
If so, I'll wait. If I misunderstood, I would greatly appreciate it if you could explain what I should do.
Thank you for your support and understanding.
Sincerely,
(Hidden by Casino Guru)
TranslationDear Martin
As I warned them, as soon as I proved that I don't use credit cards and that their chargeback request was fraudulent, they changed their story. Now they say the case is "sensitive" and will take months. It's clear they're just withholding my funds without any legal basis. I request your immediate intervention since they themselves admit the process has no end date.
___________________________________________
Hello Adriana.
Your ticket has been updated with the following information or comment(s):
Greetings, dear user, Adriana.
Thank you for contacting us. Regarding your inquiry:
We would like to inform you that this is a very sensitive case and the verification process may take several months. We regret this, but our team will do everything possible to enable you to withdraw your funds again.
We have 24/7 service.
Please do not hesitate to contact us again if you need further assistance.
Sincerely, Brazino777 Support Team.
Sincerely, Brazino777 Support Team!
___________________________________________
I am very grateful for the support you are giving me.
I await your instructions
Sincerely,
(Hidden by Casino Guru)
Dear Adryxlugo-71,
thank you for your continued cooperation in this case. We are currently waiting for a response from the casino's side, no further action is required from you at this point. I would also like to ask you not to play your balance any further at any point. I understand verification delays may be frustrating, but in case you lose your funds now, we will be unable to help you further.
As for your husband's issue, I believe it would be best for him to file a new complaint.
TranslationDear Martin
I want to mention:
1- I haven't played since the first days of January/2026
2- The claimed balance is not in my gaming account (it seems to be in casino limbo)
Translation"Dear Martin, good day.
For the record: No, I have never made a chargeback, neither on this occasion nor previously when I had the card payment option enabled.
As I mentioned, my current payment method is SPEI, which does not allow chargebacks. If the casino claims otherwise, I respectfully request that you ask them for the bank statement or dispute reference number they supposedly received from my bank. I'm certain they won't be able to provide it because no such dispute exists.
I still haven't touched my account and am waiting for your instructions. Thank you very much.
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.
Dear Adryxlugo-71,
we will see how the case ends up, at this point, I believe it might be a little premature.
Dear Adryxlugo-71,
thank you for your patience. I am now trying to get in contact with the casino representative through one more channel, I will update the thread as soon as possible.
Dear Adryxlugo-71,
I am happy to confirm I have managed to get in contact with a representative from the casino. We will now be awaiting results of their review.
TranslationDear Martin
Could you let me know if you received a response from the casino?
The response time has expired. Will you try contacting the casino again or wait longer to see if they respond?
I await your response or instructions
Sincerely,
Adriana
Dear Adryxlugo-71,
I have received a response from the casino's side, they are still evaluating the case internally. We have decided to extend the timer by further 7 days.
TranslationDear Martin
Thank you for following up on my case and for the information provided.
I await the casino's response
Sincerely,
Adriana
Dear Adryxlugo-71,
to update you on the current proceedings, we are now waiting for some more clarifications from the casino's side. I will extend the timer one more time.
Dear Adryxlugo-71,
Thank you for your cooperation in regards to this complaint. Although this complaint was acknowledged by the casino, I am sorry to confirm that since we haven’t received any further response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.
Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
We’ve reopened this complaint at the request of Brazino777 Casino MX. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Adryxlugo-71,
I can confirm I have now received the requested information from the casino. The casino claims you have initiated a chargeback previously - we will ask for proof of this shortly.
Additionally, please let me know what the most recent verification request is for.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Adryxlugo-71,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
