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I entered the casino through the Guru with a $300 bonus to start my casino experience.

I was betting to meet the requirements.

Before completing the amount required by the casino, which was $6,000, I contacted support and found out if I could really cash out what I earned with the amount I received as a bonus, and I was informed that I could.

While complying with the wagering requirements, support denied saying it would not be possible as my country was not eligible.

He proposed to reset my balance and offered me 300% on the deposit I made.

I was outraged, as an attendant said that he had verified my account and everything was fine for the withdrawal, but that there was $1,000 left to complete and once I had completed my withdrawal would be available.

The next day the other attendant said that for Brazil there would be no possibility of withdrawal.

You can't trust this casino as the support is inexperienced.

Entrei no cassino através do Guru com bônus de $300 para iniciar minha experiência no cassino.

Fui apostando para cumprir os requisitos.

Antes de completar o valor exigido pelo cassino, que era de $6.000, entrei em contato com o suporte e me informei se realmente eu poderia sacar o que eu ganhasse com o valor que recebi de bônus, e fui informada que sim.

Ao cumprir com os requisitos de apostas, o suporte negou dizendo que não seria possível, pois meu país não era elegível.

Me propôs zerar meu saldo e me ofereceu 300% no depósito que eu fizesse.

Fiquei indignada, pois um atendente disse que havia verificado minha conta e estava tudo certo para o saque, mas que faltavam $1.000 para concluir e assim que concluísse meu saque estaria disponível.

No dia seguinte o outro atendente disse que para o Brasil não haveria possibilidade de saque.

Não dá pra confiar nesse cassino, pois o suporte é inexperiente.

Dear Suzana,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

"Unless otherwise stated, the max cash-out for all no-deposit bonuses can’t surpass 1 times the sum value of the bonus redeemed. All free chips valued at or below $100 will have a cash-out limitation of no longer than, nor less than, $100."

It means that the maximum cash out from a $300 Free Chip would have been €300 only. That’s why I have corrected the disputed amount from the original $507.

Additionally, I have checked our website and this specific bonus is not available for the players from Brazil (here):

Could you please advise if you have deposited any funds into your account?

Looking forward to hearing from you.

Best regards,

Petronela

I didn't make any deposits because I was told I could turn my bonus into real cash for cash out.

I requested a $100 withdrawal but it was not allowed.

If I can't cash out because I'm in a disallowed region, then why would you want me to reset my account and make a deposit?

I don't want to cash out $507, I want what's allotted to my gaming efforts. If I can cash out $300, then let me.

But support told me that not even depositing I can withdraw anything, they said that I will have to reset my account and start all over again.

Não fiz nenhum depósito porque fui informada que eu poderia transformar meu bônus em saldo real para sacar.

Eu solicitei um saque de $100, mas não foi permitido.

Se não posso sacar por estar em uma região não permitida, então por que querem que eu zere minha conta e faça um depósito?

Eu não quero sacar $507, quero o que for destinado ao meu empenho nos jogos. Se posso sacar $300, então que me permitam.

Mas o suporte me comunicou que nem depositando eu poderei sacar nada, disse que terei que zerar minha conta e iniciar tudo de novo.

If the bonus was not available for my country, because they allowed me to receive the bonus and even encouraged me to complete the $6,000 wagers in order to cash out.

I asked the support clerk to verify my account and he said he did and everything was fine.

Se o bônus não estava disponível para o meu país, porque me permitiram receber o bônus e ainda me incentivaram a completar os $6.000 de apostas para conseguir sacar.

Eu pedi ao atendente do suporte para verificar minha conta e ele disse que verificou e estava tudo certo.

I understand your point of view, Suzana. Unfortunately, restricted countries are not mentioned in the T&Cs (here)

"No Deposit Bonuses (also known as Free Chip|, Processor, Free Spins, Free Roll/Spin, Slot Tournaments) and "No Play No Max" Bonus Rules.

If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Could you please confirm that you have redeemed the abovementioned bonus from our website? Please forward any relevant communication between you and the casino. My email address is petronela.k@casino.guru. Thank you in advance.

Yes, I redeemed the bonus through this site.

Sim, resgatei o bônus através deste site.

Even if I make a deposit, they don't release what I earned.

They want me to reset my account and restart from scratch.

They could release at least the $100 withdrawal.

Até mesmo se eu fizer um depósito, eles não liberam o que ganhei.

Querem que eu zere minha conta e reinicie do zero.

Poderiam liberar pelo menos o saque de $100.

Thank you, Suzana, for your reply. I would like to emphasize, that according to our fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses, we believe that casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Additionally, restricted countries for bonuses are not clearly listed in the T&Cs therefore, if a player can claim a casino bonus, they assume it's theirs to play with. 

I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Suzana.

May I ask, did you ever use any VPN to access the casino website?

(mask your real IP (Brasil) to some other country?)

I've already given up on that and reset my account.

Eu já desisti disso e zerei minha conta.

I am sorry to hear that.

Can we close the complaint?

Unfortunately, we’re forced to reject 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.