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first I requested a withdrawal of 400 they refused and returned the deposit of 80 then I continued to play and made more than 3000 I put for withdrawal 2500 then an email arrived saying that the withdrawal was canceled and they deducted 1800 they said I could only withdraw 15x the amount deposited then there was 1200 left I asked if I could withdraw without problems this time they said yes when I asked the next day again they deducted the entire amount I won and claimed that I used false documents in the verification and used vpn all lies of these scammers never intended to pay and invented all kinds of excuses this casino does not honor its commitments

primeirosolicitei 400 de saque recusaram e devolveram o depósito de 80 aí continuei a jogar e fiz mais de 3000 coloquei pra saque 2500 aí chegou imail avisando que saque foi cancelado e deduziram 1800 falaram que só podia sacar 15x do valor depositado aí sobrou 1200 perguntei se poderia sacar sem problemas dessa vez aí falaram que sim quando solicitei no dia seguinte novamente eles deduziram todo o valor que ganhei e alegaram que usei documentos falsos na verificação e usei vpn tudo mentira desses pilantras nunca tiveram a intenção de pagar e inventaram todo tipo de desculpa esse casino não honra seus compromissos

Dear player,

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.

Are you able to access your casino account?

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

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.

Yes, I still have access to the account

I passed the verification without any problems

All withdrawals requested were canceled

I used the bonus on the first try, then they canceled it claiming that I used a bet of more than 5 euros, whereas in brl currency there's no way I could have exceeded the maximum bet allowed.

Sim ainda tenho acesso a conta

Passei na verificação sem problemas

Todos os saques solicitados foram cancelados

Usei bônus na primeira tentativa aí cancelaram alegando que usei bet superior a 5 euros sendo que na moeda brl não tem como eu ter passado da bet máxima permitida

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Jvalmir10,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frostybet Casino representative to join this conversation.

Dear Frostybet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Of course, as I said before, I deposited 80 euros and paid the deposit bonus, and I was playing. When I requested a withdrawal, they said that I had used more than 5 euros, and the maximum I had used was 10 reais, so they canceled the bonus and returned the deposit,then I used the returned deposit and my bankroll went up to over 2800 then I requested a withdrawal and they deducted 1800 from the amount I won saying that I could only withdraw 10x the amount deposited, which is absurd since they can't reduce winnings made with a deposit then I had 1200 left in my bankroll before withdrawing and I asked if I could withdraw it without any problems and they said yes then when I withdrew it they went and deducted all the remaining balance. again returning only the 80 reais I deposited then I could not increase the amount that remained I was angry about it then I lost so as not to generate more profit for this thieving casino no other house limits how much you can win with your deposit this does not exist then I asked for the closure of the account if they were honest they should pay all the profit I had in the casino because it is the right thing is not to invent lies like use of.vpn or false documents

Claro como dito anteriormente depositei 80 e paguei bônus de depósito fui jogando quando solicitei saque eles falaram que usei bet superior a 5 euros sendo que na moeda brl o máximo que usei foi 10 reais aí cancelaram o bônus e devolveram l deposito,depois usei o depósito devolvido aí subi a banca pra mais de 2800 aí solicitei saque eles deduziram 1800 do valor que ganhei falando que só poderia sacar 10x do valor depositado um absurdo sendo que eles não podem diminuir ganhos feito com depósito aí sobrou 1200 da banca antes de sacar eu perguntei se poderia sacar sem problemas falaram que sim aí quando saquei eles foram lá e deduziram todo saldo restante novamente devolvendo apenas os 80 reais que depositei aí não consegui subir mais o valor que ficou fiquei com raiva disso aí perdi pra não gerar mais lucro pra esse cassino ladrão nenhuma outra casa limita o quanto vc pode ganhar com seu depósito isso não existe aí pedi o fechamento da conta se eles foram onestos deveriam pagar todo o lucro que tive no casino porque é o certo é não inventar mentiras como uso de.vpn ou documentos falsos

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, feel free to contact the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova