The player from Brazil was unable to withdraw his winnings from a casino because the site required him to accumulate a specific sum before allowing withdrawal. After depositing 100 reais and winning 40, the casino insisted the player reach a total of 860 before withdrawing. We attempted to assist the player by asking for further clarification on the casino's withdrawal terms and conditions and any relevant communication between the player and the casino. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The complaint was subsequently rejected.
PixWin Casino - Player's withdrawals are restricted till reaching a certain total.
Amount: 140 R$
PixWin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
I deposited 100 reais and played, however, the site only allows withdrawals based on a specific accumulated amount. Initially, to withdraw the 100, I had to accumulate 200. With 140, they say I can only withdraw with a total accumulated value on the platform of 860
Automatic translation:
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8 months ago
Dear CaueBernardo,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered regarding your deposits and withdrawals on the online casino platform.
- To assist you effectively, could you please provide further clarification on the withdrawal terms and conditions specified by the casino?
- Have you activated any promotional offer when placing your last deposit?
- Specifically, we would like to understand the requirements for withdrawal thresholds and any other relevant policies that might be affecting your ability to withdraw your funds.
- Additionally, it would be helpful if you could share any communication you've had with the casino regarding this matter. This could include emails, chat transcripts, or any other documentation outlining the terms of service or agreements you entered into when making deposits on the platform.
If you wish, you can forward any relevant communication to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Dear CaueBernardo,
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.
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7 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
