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I had a gain of 300 reais, I requested the withdrawal and sent the documentation. So far, I have not received any response, and I have already sent several emails, requesting a position regarding my withdrawal, and no response has been received. Fraudulent casino, answer there, and pay me what is rightfully mine.

Tive um ganho de 300 reais, solicitei o saque e enviei a documentação. Até agora, não obtive nenhuma resposta, e já enviei diversos email, solicitando um posicionamento a respeito do meu saque, e nada de me responderem. Casino fraudulento, responde aí, e me paga oque é meu por direito.

Dear derlaineferreira167,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

I requested the withdrawal on Sunday the 14/05th, in other Casinos that I play the withdrawal is done on the spot and does not ask for any documentation like you guys. Because when the consumer goes to make the deposit, it falls on time for you, now when withdrawing the withdrawal, there is all this bureaucracy. 3 days waiting for the withdrawal and nothing.

Solicitei o saque no domingo dia 14/05, outros Casino que eu jogo o saque é feito na hora e não pede nenhuma documentação como vcs. Pq quando o consumidor vai fazer o depósito cai na hora pra vcs, agora quando é retirar o saque é essa burocracia toda. 3 dias aguardando o saque e nada.

I fully understand your frustration, derlaineferreira167. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear,

I deeply regret the day I was so naive to believe that this platform was serious. I received an email from the platform saying that I had won a free spin, I played the free spins and won real money, when I requested a withdrawal I was told that to withdraw I would need to make a deposit. I made the deposit, and they said that to make the withdrawal I would have to complete the bonus unlock. I did everything as instructed. And I requested the withdrawal of the withdrawal, I sent all the requested documentation. And I waited for the deadline for "review" and I got an email saying that I spent more than 10% of the bonus allowed, so my withdrawal was not allowed. I will take this platform to court. And you will learn not to play with people. From now on, only in court.

Prezados,

Me arrependo profundamente o dia em que fui tão ingênua em acreditar que essa plataforma era séria. Eu recebi da plataforma um email dissendo que eu tinha ganhado rodada grátis, joguei as rodadas grátis ganhei dinheiro real, quando solicitei o saque me disseram que para retirar eu precisaria de efetuar um depósito. Eu realizei o depósito, e disseram que para realizar o saque eu teria que completar o desbloqueio do bônus. Fiz tudo como me foi orientado. E solicitei a retirada do saque, enviei toda a documentação solicitada. E aquardei o prazo para "análise" e recebi um e-mail dissendo que eu gastei mais de 10% do bônus permitido, por isso meu saque não foi permitido. Vou levar essa plataforma na justiça. E vocês vão aprender a não brinca com as pessoas. A partir de agora só na justiça.

Do I understand correctly that you were accused of placing greater bets than the allowed ones while completing the bonus wagering? I have checked the general bonus terms and conditions and this is what I found (here):

Free Spins Terms & Conditions

...

The following wagering activities are not allowed until the wagering requirements of this bonus have been completed:

1. The use of bonus funds purely to progress through the bonus stages of games.

2. Equal, zero or low margin betting

3. Betting on a non-slots game, such as a table or card game

4. Betting more than €4.00 per spin or 10% of the received bonus amount (the smaller of the two) on a slot game

5. Betting on non-allowed games (Please see "Non-Allowed Games" for list of non-allowed games).

6. Using a ‘feature buy’ or Buy Pass function within a game.

If, on review of your wagering activities, it is found that you have performed one of the above, your winnings will be removed.

The General Terms and Conditions apply.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Thank you in advance.

Dear derlaineferreira167,

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.

Additional comments from the player:

Dear,

Here is the history of my deposit and withdrawal transaction in the game. I ask you to reassess, because if I don't receive what I rightfully earned, I will go after my rights in court.

Additional comments from the player:

Prezados,

Segue como solicitado o histórico da minha transação de depósito e retirada do jogo. Peço que reavaliem pois, se eu não receber oque por direito eu ganhei, irei atrás dos meus direitos na justiça. 

To begin with, it's important to clarify that I am not employed by Boo Casino, but rather by Casino.Guru. In order to proceed with the negotiation, we require your game history as evidence that you have not violated the maximum bet rule, rather than your transaction history.

Player's additional comments:

Dear,

I apologize for the misunderstanding regarding the file sent about my bank transfer from Boo Casino. I ask that if possible guide me better how I can get the game history.

Player's additional comments:

Prezados,

Peço desculpas pelo mau entendido a respeito do arquivo enviado sobre minhas transferência bancária do Boo cassino. Peço que se possível me oriente melhor como consigo o histórico de jogo. 

You can either download your game history directly inside your casino player's account or request it directly from the casino. Thank you.

Dear derlaineferreira167,

Have you succeeded in downloading or requesting your game history? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.