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I made a bonus money win in this casino approximately amounting to R$5000. I started using it to meet wagering requirements. Today, upon waking up, I accessed my account (as I noticed that KYC was requested). When I accessed my account, my balance was entirely zeroed out.

I went to customer support to ask what had happened, and they informed me that I had canceled the bonus. This is utterly ridiculous. They simply disappeared my winnings and blamed me for it. They might as well say that they don't allow any winnings on their platform (which is what they appear to be doing).

Tive um ganho com dinheiro de bônus neste casino de um valor aproximado de R$5000. Comecei a utilizá-lo para cumprir os requisitos de aposta. Hoje, ao acordar, acessei a minha conta (pois vi que foi solicitado KYC). Quando acessei a minha conta o meu saldo estava totalmente zerado.

Fui no suporte perguntar o que havia acontecido, e me informaram que eu havia cancelado o bônus. Um completo absurdo. Eles sumiram com os meus ganhos e jogaram a culpa em mim. Antes falassem que não permitem ganhos na plataforma (que é o que eles fazem).

Dear phvfadel,

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 understand the whole situation completely. 

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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.

Best regards,

Kristina

I opted for the welcome sports bonus. And using the bonus I managed to reach an amount above R$5000. I continued betting to meet the wagering requirements when what I reported happened. The only contact I had was through chat and I was extremely disappointed.

It doesn't make any sense for me to exclude a bonus considering that all I had to do was make a few more small bets to make a guaranteed profit. I am extremely dissatisfied with the site and the way Support treated me, claiming that I was responsible for canceling the bonus.

Eu optei pelo bônus esporte de boas-vindas. E utilizando o bônus consegui acertar um valor acima de R$5000. Continuei apostando para cumprir os requisitos de aposta quando aconteceu isso que relatei. O único contato que tive foi através do chat e fiquei extremamente desapontado.

Não faz o menor sentido eu excluir um bônus tendo em vista que bastava eu realizar mais algumas pequenas apostas para ter um lucro garantido. Estou extremamente insatisfeito com o site e a forma como o Suporte me tratou alegando que fui eu o responsável pelo cancelamento do bônus.

Thank you for your reply, phvfadel. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casino users only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue in case you only focused on sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Dear phvfadel,

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.

Thank you but I gave up trying to recover. The service on the website is terrible and I have already accepted that I was robbed.

Agradeço mas desisti de tentar recuperar. O atendimento ao site é péssimo e já aceitei que fui roubado.

Do I understand correctly that you are no longer interested in pursuing this complaint?

Dear phvfadel,

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.