JOGO82 Casino - Player’s withdrawal has been delayed.

Hello, good morning. I tried to file a complaint about a betting site, 777v7.com, but it's not available for me to select.

This betting site asked me to deposit 150 reais in order to reach a level that would allow me to withdraw my winnings of 7,500.00. I did as requested and deposited the amount, providing my Pix key, which is my CPF document. They altered my CPF, and now they've blocked my money and are asking me to deposit another 150 to use a different Pix key. My ID is 28582488.

Dear uevertonbranzao,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

ok but in fact the money appears but he doesn't want me to fix the pix key which is my cpf, and the number that is on the pix has been changed the correct one 04432556951 and there is 04435256951 they will change it, and asks me to deposit another 150.00 to be able to put another pix key, it's so easy just to take my documents and see that the key is my cpf and the name is in my name, but they don't want to do this they want me to pay 150 reais more to supposedly put another pix key so that I can withdraw it

if you need i have the printe, proof that when i did the registration i put my correct cpf that would be my pix key on 15/10/2024 and on the 18th that i requested the withdrawal they changed my cpf, i contacted them they still threaten me saying that i am a thief of accounts, distorting the fact and keeps talking about i am the owner because i do not deposit more 150 wanting to force me to deposit in order to release, and the 150 reais has already been deposited.

Dear uevertonbranzao,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

HELLO VERY GOOD AFTERNOON NO THEY DIDN'T DEPOSIT ME AS I TOLD YOU THEY WANT ME TO DEPOSIT ANOTHER 150 REAIS

can you help me?

Dear uevertonbranzao,

As the casino is not yet in our database, we will be conducting a review. Once this is complete, we will make an effort to reach out to the casino on your behalf.

In the meantime, we recommend refraining from making any further deposits. Every casino should request only 1 deposit for verification and any further requests are a sign of scam.

Please keep us updated with any new information.

Best regards,

Nick

ok thank you very much

the company has now excluded me from the platform

Thank you uevertonbranzao for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will be assisting you from now on.

Please note that the casino was probably just tried to scam you out of the money and would require additional deposits from you to withdraw your balance and will probably won't even respond to our messages.

Wish you best luck resolving it.

Regards,

Nick

ok thank you very much

hello, i'm on the platform now but i'm still blocked without being able to bet and without being able to withdraw the money they ask for another 150 reais and i've already deposited 150 reais, they ask me to change the key pix

Hello uevertonbranzao,

I'm Michal, and I have taken over your complaint. After reviewing the details of your case, I find the request made by the casino live chat agent for a fee to process your winnings to be questionable. Such fees are usually deducted from the winnings, making the request for an extra deposit to cover this fee seem rather dubious. I would advise you to refrain from making any payments to the casino at this time, as it is highly probable that such actions will not yield any benefits and could potentially result in greater losses for you.

I will reach out to the casino for further clarification on this issue. We would like to invite JOGO82 Casino to join the conversation.

Dear JOGO82 Casino,

I would appreciate it if you could clarify the reasoning behind your request for an additional deposit in order to release the player's winnings. The player has already made a real money deposit, and this further request appears to be rather unexpected. The player has already provided you with their correct cpf and pix key. Additionally, could you please explain why the fees have not been deducted from the winnings, as is typically the case in similar circumstances? I look forward to your response.

ok remembering that they changed the number of my key pix changed the order and the key is my cpf

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.

Dear uevertonbranzao,

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 completely understand your excitement about such decent winnings, and I can imagine that even the additional deposit would not pose a significant issue if it were sure you would receive the winnings; however, we have encountered similar instances where newer casinos, lacking a solid track record of successful payouts and a lack of transparent licensing details, have regrettably proven to be fraudulent. I would strongly advise against making any further payments to the casino, as it is highly probable the casino will not process the payments at all and will only result in further losses for you if you send them any more money.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to minimize situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru