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I spun the wheel of fortune and received free spins on a slot where I won 35 reais. With these 35, I bet and completed the rollover, and finally requested a withdrawal of 300 reais. However, it took a week for my documents to be received, which I had sent a long time ago and my account was already verified. They said they needed to confirm my address again. All right. I sent everything again and my account was approved again... And today, to my surprise, when I logged into my account, it had been terminated. I received an email notifying me that the account was closed. They didn't even provide a reason for why the account was closed.

Girei a roleta da sorte e recebi giros grátis em uma slot onde ganhei 35reais.. com esses 35 apostei e cumpri o rollover e no final pedi um saque de 300 reais.. pois levou uma semana p a pegarem os documentos onde eu ia ganha enviado faz um tempão e minha conta estava verificada. Falaram que precisavam comprovar o endereço novamente. Pois bem. Enviei tudo de novo e a conta foi aprovada novamente... E hj pra minha surpresa fui logar na conta e ela foi encerrada.. recebi um e-mail avisando que a conta foi encerrada. Não tem nem o motivo porque a conta foi encerrada.

Dear Marcioneide,

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. Could you please advise when exactly you created your account?

Additionally,  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

Dear Marcioneide,

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.

Forget it... what they did was really annoying. I will no longer waste time with this Casino. One of the worst days I've ever played. I've already wasted a lot of time trying to receive it. It took several days to send documents and when everything was finally approved. They simply deleted the account without giving an explanation... Do you want me to waste more time sending emails and photos again? You have everything there.. if you want to reactivate my account and pay me the 300 reais that I earned completing a large rollover, by the way. If you want to do this I would appreciate it, otherwise you don't need to worry anymore. However, here is my indignation with the casino.

Esquece.. o que fizeram foi muito chato. Não vou mais perder tempo com esse Casino. Um dia piores que já joguei. Já perdi muito tempo tentando receber. Foram vários dias enviando documentos e quando finalmente foi aprovado tudo. Simplesmente excluíram a conta sem dar uma explicação ... Quer q eu perca mais tempo enviando emails e fotos novamente? Vcs tem tudo aí .. se quiserem reativar minha conta e me pagar os 300 reais que ganhei cumprindo um rollover grande diga-se de passagem. Se quiserem fazer isso eu agradeço, caso contrario não precisam mais se preocupar. Porém fica aqui minha indignação com o cassino.

Previously, I had already won TB rounds and made the rollover and withdrew 300 reais easily. I don't know why this time so the bill. It must be because I won again. Lol.. but anyway. If only they gave a plausible reason for closing the account. But not even that.

Anteriormente eu já havia ganho rodadas TB e feito o rollover e saquei 300 reais numa boa. Não sei pq dessa vez então a conta. Deve ser pq ganhei novamente. Kkkk.. mas enfim. Se pelo menos dessem um motivo plausível pra encerramento da conta. Mas nem isso.

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

Dear Marcioneide,

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.

Is there any point in complaining? Will you reactivate my account and pay me the 300 reais I earned? If you reactivate it, I would appreciate it.

Adianta alguma coisa reclamar? Vcs vão reativar minha conta e me pagar os 300 reais que ganhei? Se caso vcs reativem agradeço.

Please note that you are now in contact with Casino.guru employee. Casino.Guru is an independent online casino database that acts as a mediator in resolving players’ disputes. I personally cannot reopen your account or process any withdrawal.

If you wish to proceed with this case, I would like to ask you to check my first reply and provide all the requested information. Thank you.

Dear Marcioneide,

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.