KTO Casino - Player encountered betting issue and subsequent account ban.

I was playing the Aviator game with two bets of 40 reais. I pulled one at 3x and another around 9x, although the second was not paid to me. That is when my problem began, I realized the site was not reliable (it was my first day on the site). So, I withdrew the remainder of the balance I had, which was 224.50. Having made the withdrawal, I went to live support to resolve my winning bet of 388.80 that was not paid. That is when, to my surprise, the live chat representative, upon recognizing that my complaint was valid, I was simply banned from the casino. End of story, I am left without my withdrawal of 224.50, did not receive my winning bet of 388.80, and no longer have an account on the site. I have never seen a casino do this before, I am in shock. This casino cannot be serious and act in such a way. There is TOTAL IMPUNITY for them to act in BAD FAITH like this. THEY DID NOT EVEN PAY THE WITHDRAWAL!!! CAN ANYONE HELP ME PLEASE?

Dear raulwcampanelli,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with KTO Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello,

• my account was blocked on 04/20/2024. I have been playing casino for 12 years.
• I was informed on live chat that my account had been blocked and then I also received an email
• I didn't receive any bonus

Could you please send me the email you received from the casino? Send it to my email at tomas@casino.guru

Dear raulwcampanelli,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.