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Good morning

I come here through this e-mail, to make my complaint about the casino mentioned because I made the deposit and the next day my account was blocked, a message appeared that it was under review, and I no longer had access to the account.

Bom dia

venho aqui através desse e-mail,fazer a minha reclamação sobre o cassino citado pois fiz o depósito e logo no dia seguinte minha foi bloqueada,apareceu uma mensagem que estava sob revisão ,e não tive mais acesso a conta

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you, could you please provide us with some additional information?

• What was the total amount you deposited before your account was blocked?
• Have you played any games or placed any bets before your account was blocked?
• Have you submitted any identity documents to the casino?
• Have you contacted customer support to ask about the reasons for your account being under review?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening I made a deposit of 500.00 and my account, I bet one day and the balance went to 1,290.00, I made several bets the day before it was working normally, about having sent some documentation I did not send any documentation, about having contacted someone from the casino to find out why I was blocked I did not, I came straight to look for your help here, I hope your help to solve this problem together, because I want to withdraw my balance that is blocked in my account there

Boa noite fiz um depósito de 500,00 e a minha conta ,apostei um dia e o saldo foi para 1.290,00 ,eu fiz várias apostas um dia antes antes estava funcionando normalmente,sobre ter enviado alguma documentação eu não enviei nenhuma documentação,sobre ter entrado em contato com alguém do cassino para saber qual o motivo que fui bloqueada eu não entrei não ,eu vim direto procurar a ajuda de vocês aqui ,espero a ajuda de vocês para juntos resolver esse problema,pois eu quero sacar o meu saldo que estar bloqueado na minha conta lá

What types of bets did you make? Did you place bets on sports only, or did you play casino games as well?

Good morning only in sports

Bom dia somente em esportes

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika