Brillx Casino - Player’s withdrawal has been delayed.

I am filing a complaint against Brillx Casino (https://brillx.gg), licensed under Anjouan (License No. ALSI-202503005-FI1), operated by Elsikora Group Limitada, Costa Rica.

Here is what happened:

– I had previously registered via "1-click" login, but lost access and couldn't recover it (no saved login/email).

– On the Brillx website and support interface, they clearly state: "If you lost your login – create a new account." I followed that advice and created a new profile.

– I deposited money, played fair and won.

– When I tried to withdraw, my account was blocked, and they cited "multi-account abuse".

I explained everything, provided context and screenshots, but they refused to pay anything — not even the deposit.

This is not a legitimate reason to block funds. I did not try to exploit the system — I simply followed their own instructions.

I believe this is an excuse to avoid paying out winnings and to steal player funds.

I request:

Full payout of winnings, or

Refund of my deposit (as minimum compensation).

📎 I can provide screenshots of all messages and interface where they say to "create a new account".

Thank you for your help in resolving this case and warning other players.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How long did you have the original account that was created via the "1-click" login?

What activity did you have on this account? Did you make any deposits? Did you claim or use any bonuses? What type of games or features did you use?

What about your activity on the second account you created following the site’s advice?

Did you accumulate your winnings with or without an active bonus?

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.

Dear player,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.