I was given it; I didn't receive it

I signed up at the 7play77 casino, got 30 reais, managed to win 8,000, and went to make a withdrawal. They told me I’d have to make a 20-real deposit to unlock it, so I did. Then I had to spend what I’d deposited, so I went to play and my balance went up to 11,000, and when I tried to withdraw it, I had to make another 30-real deposit and go back to the game to spend it. Then I had to upgrade to VIP 2 and make another 50-real deposit. I had to keep playing, so I did, and my balance went up to 30,000 reais. When I tried to withdraw, and they asked me to contact support. I did, spoke with support, and they referred me to the finance department. Then the finance representative told me they couldn’t process the transfer because my CPF was incorrect. I asked her to send me the CPF so I could check—I’m sure I entered it correctly—but it turned out the 7 in my CPF with a 6. I told her, "It’s simple—I’m on my cell phone, and it’s registered in my name and with my CPF." Then the finance department told me I’d have to upgrade to VIP 3, where I could change my CPF . So I asked, "Does that mean I’ll have to make another deposit because I can’t play the game?" She said I’d have to make one more deposit, but I didn’t do it and contacted Cassino do Guru

Hello,

I can see that you've ended up in a situation that feels like a vicious circle. I think the casino has asked you for so many things and so many deposits that it would probably no longer seem normal to me either.

The first time might still be understandable, as a small deposit can be okay for verification, but having to do it repeatedly and being told that you need to reach a higher VIP level is a different matter.

I've sent this casino to our team for review since we don't have it in our database yet, so we'll see what comes of it.

Of course, if I were in your position, I would probably also open a complaint with us and try to resolve the situation with our team. I think that would be the most sensible step.

Good evening. I want to thank you in advance. I won 30,000 reais, but I wasn’t able to withdraw the funds. I even spoke with the financial institution—everything was in order to resolve the issue—but it’s hard to accept that I played fair, won, and yet can’t claim the prize. Thank you. I trust you guys at Guru dos Cassino.

Alright, but of course you need to open a complaint first if you want us to be able to help you with this.

The complaint then needs to go through the process and eventually be resolved. So the process starts with you, and you need to open the complaint first.

All right, then. I want to file a complaint. How do I go about it?

All right, then—so this isn't where I file a complaint. I thought it was.

Hello Marco, no need to worry; the process is more or less still the same as it was the last time, just follow this link and proceed with the request, please: https://casino.guru/complaints/create 👈

Can you try, please?

Good morning. I logged in to file a complaint, but 7play77 Casino isn't on the Casino Guru list.

Good day to you.

That's ok, just go for the option "the casino is not in the list," please. We have that covered. Can you see that? It's right under the initial list.

I'll try to do it—I couldn't yesterday because I worked 12 hours straight.

Of course, no pressure. Let me know how it went or if I can possibly help further.

I filed the complaint and sent a screenshot, but then the complaint just disappeared. I don't know what happened. I'm going to file it again to see if it works.

Hello, the last complaint efforts I found occurred on 9.8. - Betano Casino.

Please try again if you believe the complaint request did not make it. Thank you very much.

Good morning—I was able to file the complaint today

Good, thanks for letting me know. I also see the request was already approved, and the first line of mediators is taking care of you. Now, let's hope for the best possible resolution!

Thanks, I'm counting on you guys at Guru

You are welcome. This casino is not known to us, so we cannot promise a positive outcome. I prefer to be honest with you.

Thank you for trying to help me with this; I appreciate it in advance.

Of course, you're welcome.

There is still a good chance the casino will resolve the issue. I checked the complaint, and it's currently in the less favorable waiting phase, yet that means the casino has some time left to take care of you. One way or another, please share any updates you may have; it would be nice to hear something positive! 🤞

I'm logging into the 7play77 casino, but it's the same thing—when I try to make a withdrawal, they ask me to contact support, but so far they haven't processed the payment.