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I am coming to the public to report an extremely serious, abusive and disrespectful situation that I am facing with this betting platform.

I registered believing in the seriousness of the site, motivated by the variety of games and the apparent reliability of the system. I made a significant deposit, bet legitimately, obeying all the platform's rules, and made a profit. I requested two withdrawals - one for R$1,500 and the other for R$350, within the limits allowed. So far, so good.

However, to my total surprise, the amounts were not processed and my account was suddenly blocked or deleted, without any prior notification or clear justification. What's more, the remaining balance I still had in the account was also confiscated, and now I can't even log in.

The support service is simply unacceptable: the chat is slow, confusing and contradictory, and it's clear that the agents are just trying to bamboozle the user without offering any concrete solution. The answers are vague, inconsistent and at no point do they explain the reason for the account being blocked or the non-payment of the amounts that belong to me.

I feel cheated, disrespected and financially damaged. It's inconceivable that a platform that claims to be regulated and committed to transparency should confiscate a user's money without any grounds and, even worse, deny access to the account itself.

I have all the evidence at hand: deposit records, statements of bets placed, withdrawal requests and screenshots of the poor service. I've tried to resolve the matter amicably, but to no avail.

Estou vindo a público relatar uma situação extremamente grave, abusiva e desrespeitosa que estou enfrentando com esta plataforma de apostas.

Realizei meu cadastro acreditando na seriedade do site, motivada pela variedade de jogos e pela aparente confiabilidade do sistema. Fiz um depósito significativo, apostei de forma legítima, obedecendo todas as regras da plataforma, e obtive ganhos. Solicitei dois saques – um no valor de R$1.500 e outro de R$350, dentro dos limites permitidos. Até aí, tudo dentro da normalidade.

Porém, para minha total surpresa, os valores não foram processados, e minha conta foi subitamente bloqueada ou excluída, sem qualquer notificação prévia ou justificativa clara. Além disso, o saldo restante que eu ainda tinha na conta também foi confiscado, e agora sequer consigo acessar o login.

O atendimento prestado no suporte é simplesmente inaceitável: o chat é lento, confuso, contraditório, e fica evidente que os atendentes apenas tentam enrolar o usuário sem oferecer nenhuma solução concreta. As respostas são vagas, inconsistentes e em nenhum momento explicam a razão do bloqueio da conta ou do não pagamento dos valores que me pertencem.

Me sinto enganada, desrespeitada e lesada financeiramente. É inconcebível que uma plataforma que se diz regulamentada e comprometida com a transparência confisque os valores do usuário sem qualquer fundamento e, pior ainda, negue acesso à própria conta.

Tenho todos os comprovantes em mãos: registros de depósito, extratos das apostas realizadas, solicitações de saque e capturas de tela do atendimento precário. Já tentei resolver de forma amigável, mas sem sucesso.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with the following information:

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
• What was the exact date when you made the withdrawal requests for R$1,500 and R$350?
• Have you received any specific reasons from customer support for the blockage or deletion of your account?

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.

After much insistence on my part with numerous emails and pressure, they credited my withdrawal. I don't particularly recommend this casino, this delay makes you feel distressed, especially when it's a significant amount. Thank you Guru team.

Após muita insistência da minha parte com inúmeros e-mails, pressão, eles fizeram o credito do meu saque. Eu, particularmente, não recomendo esse cassino, essa demora deixa a gente aflito, ainda mais quando se trata de um valor significativo. Obrigada equipe do Guru.

Hello,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru