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I made a deposit of 250.00 BRL in the respective casino, fulfilled all the wagering requirements and made the withdrawal. They sent me an email asking for documents, I sent all the documents and received an email with the reply saying that all my documentation had been accepted.

They took my withdrawal to be processed, it happens that two days later they returned the amount to my balance without any explanation.

I entered the chat to know the reason, they said they would send e-mail and until now, it has been 3 days since I received any explanation.

I can prove everything I'm saying with a printout of my accepted documents, my deposit, the email they sent me saying my documents were approved.

I really regretted believing it was an honest casino.

Fiz depósito de 250,00 BRL no respectivo cassino, cumpri com todos os requisitos de apostas e efetuei o saque. Me enviaram e mail pedindo documentos, enviei todos os documentos e recebi e mail com a resposta dizendo que toda minha documentação tinha sido aceita.

Levaram meu levantamento para ser processado, ocorre que dois dias depois devolveram o valor para o meu saldo sem nenhuma explicação.

Entrei no chat para saber o motivo, disseram que enviariam e mail e até agora, já faz 3 dias que não recebi nenhuma explicação.

Tenho como provar tudo que estou dizendo com print dos meus documentos aceitos, do meu depósito, do e mail que me enviaram dizendo que meus documentos foram aprovados.

Me arrependi muito por ter acreditado que era um cassino honesto.

Dear Simone,

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. Could you please forward the confirmation of successful account verification? My email address is petronela.k@casino.guru. Was the requested amount returned to your balance and remained there, or your winnings were confiscated? Lastly, please advise which exact bonus you have activated and played?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Simone,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.