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Yesterday, I started playing at this casino with a bonus. I was informed that the amount would only be transferred to my real account after a certain period of time or a series of games. Indeed, as promised, my winnings were transferred to my account. However, when I continued playing and subsequently won, I questioned the time and procedures to withdraw my winnings. I requested a withdrawal of €500 on the date of April the 25th, 2024. This morning, I received an email stating that there had been an issue and the withdrawal had not been completed. I again requested the withdrawal and expressed my concern that I believed I was being robbed and that the situation seemed very strange and off-putting. Now, I have €500 pending withdrawal and an additional €500 in the account to which I can no longer access because I've been blocked by the site administrator. I don't understand why this is happening as the total of €1000 belongs to me on this site.

Ontem comecei a jogar neste casino com um bónus fui informado que só passaria o valor para mim após uma série de tempo/jogadas e assim foi o dinheiro passou para o meu valor real, após isso continuei com o jogo onde ganhei questionei o tempo e os procedimentos para levantar dinheiro pedi uma retirada de 500€ ontem dia 25/04/2024 hoje de manhã recebi um email a informar que tinha havido um problema e a retirada não foi feita voltei a pedir e informei que queria o meu dinheiro e que achava que me estavam a roubar e que estava achar tudo muito estanho e mal fiquei com uma retirada de 500€ pendente e mais 500€ na conta que agora não consigo aceder porque fui bloqueado pelo administrador não compreendo tenho 1000€ meus nesse site

Dear brmp4916,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has your account been blocked permanently or just suspended temporarily?

Have you finished the wagering requirements for the bonus you activated?

Could you please confirm if you passed the full KYC verification?

Could you kindly forward me the email you received from the casino after your withdrawal request was canceled? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I complied with everything, I don't know what KYC verification is, but on my part I did everything correctly. As for the blockade, I don't know if it was temporary or not. And I have already sent you the email I received from the casino gentlemen. And I'll also leave you a screenshot so you can see that I'm blocked

Cumpri com tudo não sei o que é a verificação KYC mas da minha parte fiz tudo direito. Quanto ao bloqueio não sei se foi temporário ou não. E já lhe enviei o email que recebi por parte dos Srs do casino. E deixo-lhe também uma captura de tela para que veja que estou bloqueado

I managed to speak to the support chat and was told that I am blocked from the casino and that they will make the deposits of my entire balance manually after verification or something like that, but I have a hard time believing that they will do it after blocking me from the site so that I doubt that will happen if the same does not happen within the next week, which authorities can I turn to?

conseguinfalar com o chat de apoio e foi me dito que estou bloqueado no casino e que irão fazer os depósitos de todo o meu saldo manualmente após verificação ou algo do género mas custa-me acreditar que o façam depois de me bloquearem o site de forma que duvido que aconteça se o mesmo não acontecer no decorrer da próxima semana a que autoridades poderei recorrer?

I will take the case to the last instance to get my money back, whatever they may be.

Levarei o caso até as últimas instâncias para reaver o meu dinheiro sejam elas quais forem

KYC is verification. I asked you if you submitted any of your identity documents (ID, proof of address, proof of payment) to the casino for verification.

The email I received from you stated that your withdrawal request was canceled. There was no information about the blockage of your account. Have you contacted customer support after your account was closed?

Yes, I contacted support to find out how I could get my money back, they said it would be done manually and I would have to wait, I didn't present any of those documents because they didn't ask me, I just filled in what they asked for, Iban account number, address, etc. No. I presented no documents because I wasn't asked and then I couldn't see anything anymore once I was blocked.

Sim entrei em contacto com o suporte para saber como é que poderia reaver o meu dinheiro disseram que iria ser feito manualmente que teria de aguardar, não apresentei nenhum desses documentos porque não me pediram apenas preenchi o que me pediram número de conta iban morada etc não apresentei nenhum documento porque não me pediram e depois também já não consegui ver mais nada uma vez que fui bloqueado.

Good afternoon I finally received my money thank you and good afternoon three weeks later the money was transferred to my account

Boa tarde finalmente recebi o meu dinheiro obrigado e boa tarde três semanas depois o dinheiro foi transferido para a minha conta

Dear brmp4916,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru