The player from Brazil has been blocked without further explanation. The player first won and then lost a huge amount of money and then was blocked. Since the player lost all his winnings, we were forced to reject this complaint.
Hello Casino - Player’s account has been closed.
Amount: 15,000 R$
Hello Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
The worst casino I have ever dealt with. Totally fraudulent. I've been playing casino for years and when I decide to withdraw, they made my withdrawal absurdly difficult. From then on, games began to undermine earnings in a way I had never seen before. Totally fraudulent. Worse, they blocked my account and took my money, even if it was little left.
I'm having a horrible headache just remembering what I went through with this casino.
Dear players, stay alert. Never deposit 1 coin in this casino. total fraud
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2 years ago
Dear Fmcmoc,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify how much money was in your account when the casino closed it?
Has the casino provided any explanation as to why your account was blocked? Please, forward any other relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
I spent a few days playing and between losses and gains I accumulated almost 15000 reais in gains. So I asked for the withdrawal. Just a headache then. I asked them to help me with the strange codes for bank transfer. I gave them everything. I asked for help. They said the only valid method would be the same deposit. My Inter bank said they didn't receive international transfers from casinos. I warned them. As I deposited via pix they said they could only pay for the same deposit method. A lie because it was deposited via a company that had a pix in Brazil. All they boiled down to was regret and made up a bunch of excuses. After 2 days waiting for answers I decided to continue playing. Amazing, they took me the 15000. I couldn't believe it, no wins, no bonuses or free spins with low stakes in a single slot. I never saw it. Volatility yes, but that way it was impossible. This only happened because I asked for the withdrawal. I asked about Rtp and I was so nervous about that loss because of the difficulty they imposed that I went into the chat and talked a lot. Not even a consolation bonus was offered to me. They canceled my account and the remaining few cents took hold But I don't accept that! This casino cheats with winnings, makes withdrawals difficult and then schedules games not to pay out. If they audition, the authorities would notice the fraud. Just put together the concept of Rtp and entries and exits of this scam casino.
I want my cents back. If they don't reimburse me for expenses with lawyers, but for moral damage and to my honor. This casino should be banned from being active.
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2 years ago
Thank you for your reply, Fmcmoc. Do I understand correctly that you have lost all accumulated winnings (€15,000)?
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2 years ago
Translation
Yes. It was an absurdly bizarre thing. The slots did not return after they started to make it difficult for me to withdraw. I was upset because I started betting low on Megaways slot and usually after a relevant amount of spins and losses most slots from licensed game providers usually return something even if we lose. But a single slot consumed the 15000 without any return. I was terrified because I had staked my savings on winning at this casino and was waiting for the withdrawal. I confess that the situation moved me a lot and I lost control. I couldn't believe what was happening. I vented to the casino humbly asking for a cashback for this very important loss and for all the constraints of my withdrawal. They claimed that for my words they unilaterally blocked my account and boiled down to talking about political terms and that I went to gambler help groups. They are completely manipulative. This casino is not to be trusted. I was so nervous about the lockout that I demanded the return of my remaining lock cents. But they ignored me. I repeat. I know that there are serious casinos that consider their customers. This not. They facilitate deposits and make withdrawals difficult in a desperation of, no offense, "stealing gamblers' money" with the appearance of legality. There is no fair game. All electronically manipulated. I know how to lose but what happened was bizarre.
They blocked me because I was really upset with the losses and completely frustrated with the attitude of this casino. My will is to trigger the authorities to carry out an investigation and audit and ban this casino from operating online.
For you to have an idea, I've already lost values even greater than these at 5gringos casino and the account manager kindly talked to me and offered me a cashback. I lost again. Everything is fine. But this casino is the worst I have ever seen.
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2 years ago
Sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. We would really like to help you, but it is impossible for us this time.
Please, do not hesitate to let me know if there is anything else I could do for you, otherwise, I will be forced to reject this complaint. Thank you for understanding.
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2 years ago
Translation
I just want them to return my R$0.54. It's minimal but as they unilaterally blocked my account after so much loss when they could just give me a cashback of solace I don't accept a penny from me in possession of this casino. No one will be able to counter the fact that they stole R$0.54 from me. Yes, they are thieves. They have my money, they blocked my account. Turn around. I only ask for help in this regard as a matter of morals and conscience. As long as they retain what is mine, I can only call them thieves. And new players need to know that. I've dealt with other casinos and the consideration is completely different. Anyone viewing this complaint please do not deposit at this casino. You will have headaches for sure.
Think: Why use a company in Brazil to quickly receive and process Pix deposits and create a very complicated withdrawal method in international transfer mode? Worse, how dare they respond that they only make withdrawals by the same deposit method to deceptively complicate? If the deposit was via pix, simply make a pix. People should know that this casino is not honest. It makes deposits easier and purposefully makes withdrawals difficult, programming the slots so that players lose their winnings. I understand my responsibility but everything is very well designed.
Fraudulent casino indeed. They can say what they want but they made it difficult for me to withdraw and they withheld my money. I have already emailed them with no response that I will communicate to domestic and international authorities by these methods. Who audits these software? It was all very bizarre.
I'll repeat: I didn't do anything with them and they are stealing from me. I demand a retraction and my money withheld back, even if it is litigious.
If you can help me on this moral issue I would be very grateful.
Edited
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2 years ago
I can see your point of view, but please understand that withdrawals are often associated with many fees such as international transaction fees or currency exchange fees. I would also like to mention, that most withdrawal methods have a minimum withdrawal limit set by payment providers, and casinos are usually unable to process withdrawals of amounts that are less, or there would be a very high processing fee involved. I am sorry, but we cannot force casinos to pay such a small amount as it most likely couldn't cover all associated fees, and it may be even impossible to process.
Moreover, please note that if slots were truly rigged as you believe, you probably couldn't win so much in the first place. It is impossible to "personalize" slots for each player to first let them win a lot and then lose it all when the casino decides it is the right time. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.
Lastly, casinos are free to decide which deposit and withdrawal options are available. Not to mention that several other factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. We cannot punish casinos for offering different payment methods for deposits and withdrawals.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. I can only recommend that next time you will experience problems with withdrawals you ask for help before you lose all your winnings. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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