Pix55 Casino - Player’s winnings were confiscated without reason.

Hello, I recently discovered PIX55 Casino and made a deposit, managing to accumulate a balance of 6,220 Brazilian Reais. I submitted my documents and requested a withdrawal of 6,220 Reais. They later approved my documents and cancelled the withdrawal, stating that the withdrawal limit that had been utilized was 3,000 Reais. As such, I made a withdrawal request for 3,000 Reais, which was processed within minutes - I was quite pleased with PIX55 for their fast payout. However, I later found that they had deducted the remaining balance of 3,220 Reais from my account for no apparent reason. I had not violated any rules or regulations. I hope they rectify this egregious error and restore my balance to my account.

Dear ZENILDO,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Pix55 Casino.

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

• Could you please advise if you played with a bonus?
• Have you contacted the casino and asked why your balance was void? What response have you received?
• 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

Hello Tomas, I played with bonuses, yes, but I followed all the rules specified in the bonuses, complying to the letter. In the end the amount of 6220 became a real balance, regarding the contact with pix55 I was unable to contact her in any way, not even through a chat that leads to a chat outside the house that I was unable to call in any way and not through a support email that gives invalid address. It's very strange because, if it had been a complete scam, they wouldn't have initially paid the 3 thousand. Below is a printout of contact attempts.

Thank you very much, ZENILDO, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ZENILDO,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Pix55 Casino to join the conversation.

Dear Pix55 Casino,

Can you please provide information on why the players remaining winnings in their accounts were voided?

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 ZENILDO,

I have received the following response from the casino team:

Dear Michal,

Thank you for providing us with the information.

While at the time of the user's deposit, our terms and conditions did include a limit on winnings to 30 times the initial deposit, the user deposited BRL$100, enabling a maximum potential win of BRL$3000. Consequently, any surplus amount has been adjusted accordingly.

We are pleased to inform you that we have recently removed this particular term and condition in order to enhance the customer experience. We sincerely hope to welcome the customer back in the future.

Should you require further clarification or assistance, please do not hesitate to reach out. We are here to address any additional questions or concerns you may have.

Best regards,

Pix55 Support team

Therefore, your receipt of the 3,000 Reais aligns with the rules that were in effect at that time. I trust this explanation clarifies the situation.

May I consider your complaint resolved, or is there anything else you require assistance with?

Hello, I'm sad that after I was injured they took the right action. But do what you need to move forward. I thank Casino guru for his strength and dedication in resolving the problem. I also ask that, if possible, one of my prints from the previous comments shows my CPF document, which I forgot to blur, if possible, either delete the print or erase it, please.

Dear ZENILDO,

Rest assured, there's no need for concern. Any confidential information or documents you've provided are designated as "Sensitive Attachments," ensuring that only you, our team, and the casino team have access to them.

While I acknowledge that the resolution of your complaint may not entirely meet your expectations, it's important to note that the casino team has adhered to the rules in place at the time. Fortunately, they have since eliminated this less user-friendly rule, so this will not limit your future winnings anymore.

I trust the situation has been sufficiently clarified. Is there anything else you require assistance with, or can I close this complaint as resolved?

Thank you for your strength, I know I can always count on you. You can close the complaint.

Dear ZENILDO,

I'm glad the situation has been sufficiently clarified. As your winnings were accumulated with the help of a bonus the maximum winning limitations in these instances are quite common. Although the casino team mentioned the limit on winnings to 30 times the initial deposit has been removed, I can still see certain limits for each bonus.

For example:

Please make sure you check the terms and conditions before you claim any bonus to avoid future misunderstandings or check any potential limitations with the casino live chat.

As the complainant confirmed that the situation has been resolved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru