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I recently made a deposit at the casino in the amount of 25 reais, I made a considerable amount, I requested a withdrawal in the amount of 853 reais, it canceled this withdrawal, informing me that I misused the bonus and made irregular bets, so it returned my 25 reais that I deposited initially, and it canceled the balance I had, so I had 25 reais in my account, I went and played those 25 reais that I had in the mega ball and I won 6048 reais, they don't want to pay me, claiming that I still used it improperly , since there wasn't even a bonus anymore, just the 25 reais I deposited, I go to the chat and they don't answer me!

recentemente fiz um depósito no cassino de no valor de 25 reais, fiz um valor considerável, solicitei o saque no valor de 853 reais, cancelou esse saque, me informando que eu usei indevidamente o bônus e fiz apostas irregulares, então me devolveu meu 25 reais que depositei inicialmente, e cancelou o saldo que tinha, então eu fiquei com 25 reais na minha conta, eu fui e joguei esses 25 reais que eu tinha no mega ball e ganhei 6048 reais, não estão querendo me pagar, alegando que ainda utilizei indevidamente, sendo que nem bônus tinha mais apenas os 25 reais que depositei, vou no chat eles não me responde!

Dear ygorjogosx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise which games you played (live casino games, slots, or sports betting)? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello, I played several games, they explained to me that I violated the terms of the bonus I understood completely, they confiscated my winnings and took away the bonus, and they returned me the 25 reais of initial deposit, the question is that with these 25 reais that they they returned I managed to earn 6048 reais, right and they paid this new gain because I didn't use any bonus, just the initial 25 reais that I deposited

Ola, eu joguei diversos jogos, eles me explicou que violei os termos do bônus eu entendi completamente, eles confiscaram meu ganhos e tiraram o bônus, e me retornaram os 25 reais de depósito inicial, a questão e que com esses 25 reais que eles me retornaram eu conseguir ganha 6048 reais, o certo e eles pagarem esse novo ganho porque eu não usei nenhum bônus, apenas os 25 reais inicial que depositei

Thank you, ygorjogosx, for your reply. Is there any relevant communication between you and the casino that you could forward to me, please?

Dear ygorjogosx,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.