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Dear Diegofontes96,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, the casino arbitrarily accessed my account and withdrew the $350 in winnings, leaving me with my initial deposit of $104.

They told me they would not recognize the profits earned.

Hola, el casino entró arbitrariamente a mi cuenta y sacó los 350$ de ganancia y me dejó mi depósito inicial 104$.

me dijeron que no reconocerán las ganancias obtenidas

Hello, any help?

HOLA ALGUNA AYUDA?

Dear Diegofontes96,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, they simply said they were going to give me my initial deposit, which was $104.

and that my earnings wouldn't be recognized.

No, ellos simplemente dijeron que iba a darme mi depósito inicial que eran 104$.

y que mis ganancias no la iban a reconocer

I’m sorry to hear that your winnings were confiscated. Please allow me to ask you a few questions so I can understand the situation completely.

• Do you still have access to your account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Please post screenshots here.

Thank you very much in advance for your reply.

,

Hi Jean. Thank you so much for taking my case and helping with this situation. Below, I answer your questions to explain what happened in detail:

Do you still have access to your account?

Yes, I still have access to the platform, although they applied an arbitrary manual adjustment and currently only left me with a balance of $104.01, having confiscated the rest of my legitimate funds.

What games did you play to accumulate your current balance? (slots, live games, sports betting)

My entire balance and all my bets were placed exclusively on live sports betting, specifically on football matches (AI football leagues), using the odds and markets that the platform itself opened and kept active in real time. It's worth noting that even when the bookmaker claimed I supposedly took advantage of a bug, they continued to keep the markets open and actively advertise them on the site for anyone to bet on. The risk was always two-way, as I also had losing bets using the same method.

Did you achieve your current balance with the help of a bonus?

No. All balances and bets were made using only my own deposited capital. I never used bonuses or balance promotions.

Could you share with me your communication with the casino regarding the accusations made against you?

Yes, I have attached below the screenshots that demonstrate the following:

1. The conversation with the platform support (agent Stefany), where they admit that their risk department decided not to recognize my winnings, generically claiming that they were looking for "errors in the platform in the AI ​​football leagues".

2. My account transaction history shows the rejection of my $450 withdrawal and the subsequent application of a "Manual adjustment" of $346.00, which arbitrarily confiscated my money after I had won in a completely normal and transparent manner.

,

Hola, Jean. Muchas gracias por tomar mi caso y ayudar con esta situación. A continuación, respondo a tus preguntas para detallar lo ocurrido:

 ¿Sigues teniendo acceso a tu cuenta?

Sí, sigo teniendo acceso a la plataforma, aunque me aplicaron un ajuste manual arbitrario y actualmente solo me dejaron un saldo de 104.01 $, habiéndome confiscado el resto de mis fondos legítimos.

 ¿A qué jugaste para acumular tu saldo actual? (tragaperras, juegos en vivo, apuestas deportivas)

Todo mi saldo y mis apuestas se realizaron exclusivamente en apuestas deportivas en vivo, específicamente en partidos de fútbol (ligas de fútbol IA), utilizando las cuotas y los mercados que la propia plataforma abría y mantenía activos en tiempo real. Cabe destacar que, incluso cuando la casa de apuestas argumenta que supuestamente me aproveché de algún error, ellos continuaron manteniendo los mercados abiertos y publicándolos activamente en la página para que cualquiera pudiera apostar. El riesgo siempre fue bidireccional, ya que también tuve apuestas perdidas en esa misma dinámica.

 ¿Lograste tu saldo actual con la ayuda de una bonificación?

No. Todo el saldo y las jugadas se hicieron utilizando únicamente mi propio capital depositado. Nunca utilicé bonos ni promociones de saldo.

 ¿Podría compartir conmigo su comunicación con el casino respecto a las acusaciones formuladas en su contra?

Sí, adjunto a continuación las capturas de pantalla que demuestran lo siguiente:

1. La conversación con el soporte de la plataforma (agente Stefany), donde admiten que su departamento de riesgo decidió no reconocer mis ganancias alegando de forma genérica que buscaba "errores en la plataforma en las ligas de fútbol de IA".

2. El historial de transacciones de mi cuenta, donde se evidencia el rechazo de mi retiro por 450 $ y la aplicación posterior de un "Manual adjustment" por 346.00 $ con el cual me confiscaron arbitrariamente el dinero después de haber resultado ganador de forma totalmente normal y transparente.

Dear Diegofontes96,

After a closer investigation, we’ve realized that this complaint is sports betting related. Our forum Casino.guru, deals with the complaints regarding online casinos only. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly.

I understand how frustrating this must be. I apologize that we cannot resolve this for you. We must close this complaint. Thank you very much for your understanding.

I can suggest some websites that may be able to assist you:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope these resources will be able to help you with your issue.

Best regards,

Jean