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It's been more than 48 hours since I've tried to access my account and the user is blocked. I contacted the chat and they only reply that I should send an email, so I did it at the same time, but until today I have not received any response. I have high house value. When I finally manage to make a profit on bets, they catch me and block me. And they still don't tell me the reason and even if I go after it, they don't answer me. I need my money urgently. And I demand explanations of what is happening. That is wrong.

Já tem mais de 48h que tento acessar minha conta e aparece usuário bloqueado. Entrei em contato com o chat e só me respondem que devo enviar um e-mail, assim eu fiz na mesma hora , porém até hoje não obtive nenhum retorno. Possuo alto valor na casa . Quando finalmente consigo ter algum lucro em apostas pegam e me bloqueiam. E ainda não me comunicam o motivo e mesmo eu indo atrás não me respondem. Preciso do meu dinheiro com urgência. E exijo explicações do que está acontecendo. Isso não se faz.

Dear Barbara19991,

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. Do I understand correctly that 5,000 R$ (dispute value) is being held in your account? Have you accumulated your winnings with or without an active bonus? Could you please advise which games you focused on - slots, table games, sports betting, etc.?

Additionally, if there is any relevant communication between you and the casino, please forward it 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

I must have about 4 thousand reais in free balance, plus some bets that were open that I don't know what happened because as I informed my account it was blocked. I didn't use bonuses, only deposits without earning anything extra for it. I made some sports bets, lost some and won some. For the first time I manage to make a profit on bets and I end up in this situation. Worse than losing, because if I had lost it would have been my fault and my fault. Now I win and they do it. And I didn't even earn that much. I added here and deposited at the house around 2100 reais. The rest was profit that I didn't even intend to withdraw at the moment. Now I have no confidence in the house anymore. And I need to resolve my situation.

Devo ter uns 4 mil reais em saldo livre , mais algumas apostas que estavam em aberto que não sei o que deu pois como informei minha conta foi bloqueada. Não utilizei bônus, somente depósitos sem ganhar nada a mais por isso. Fiz algumas apostas esportivas , perdi algumas e ganhei outras. Pela primeira vez consigo obter lucro em apostas e me acabo nessa situação. Pior do que perder , pois se eu tivesse perdido seria por minha culpa e minha conta. Agora eu ganho e fazem isso . E nem ganhei tanto assim. Somei aqui e depositei na casa por volta de 2100 reais . O restante era lucro que eu nem pretendia sacar no momento. Agora não tenho mais confiança na casa . E preciso resolver minha situação.

Thank you for your reply, Barbara19991. It seems that this complaint is sports betting related. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. However, I can suggest a few websites that could help. Please, let me know if you are interested in the list of these websites and I will get back to you via email.

Thank you for your understanding.

Dear Barbara19991,

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.