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I registered today on 12/30 and deposited 30 reais and won a game worth 149.19

Now I'm trying to get it and it asks for an email and phone number and it doesn't match what's in the register, which I don't understand how an email and phone number from Russia ended up there, I tried contacting support which didn't solve it saying that it was the data I put in and saved and there's no way

fiz o cadastro hoje dia 30/12 e depositei 30 reais e ganhei em um jogo o valor de 149,19

agora estou tentando sacar e pede email e telefone e nao corresponde o que esta no cadastro o qual nao entendo como foi parar la um email e telefone da Russia, tentei o contato com suporte o que nao resolveu dizendo que foram os dados que coloquei e salvei e nao tem como

Dear pavanidaniela1,

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 if your winnings were accumulated with or without an active bonus? Have you registered your account with both your phone number and email address? Have you received any registration email?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

yes, my earnings are ok, it's not a bonus, it's already computed and is about to be withdrawn, the problem is in the registration data that doesn't match the one I registered, it's an email and a phone number from Russia, and when I put mine data I can not withdraw because it is not correct with theirs

sim, meus ganhos esta ok, nao é bonus, ja esta computado e esta para retirado, o problema esta mesmo nos dados de cadastro que nao bate com que cadastrei, esta um email e um numero de telefone da Russia, e qdo coloco os meus dados nao consigo sacar pois nao esta correto com os deles

after sending all the documents they asked me for, this today, they said they sent a request to change the email, to wait between 1 and 24 hours, so let's wait

depois de mandar todos os documentos dados que me pediram, isso hoje, disseram que mandaram uma solicitação de mudança de mail, pra aguardar ente 1 a 24 horas, entao vamos aguardar

Hello pavanidaniela1,

Have there been any developments since our last conversation, please? 

I do apologize but I still don't understand if your winnings were accumulated with or without an active bonus.

Dear pavanidaniela1,

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, we’re rejecting 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.