The player from Brazil faced account blockage after winning, with the casino stating they were leaving Brazil and refusing to return his winnings. His account had been verified, but after attempting to withdraw his winnings via Pix, the casino canceled the transaction and did not release the funds. The Complaints Team was unable to resolve the issue as the casino did not share player-related information and had not cooperated in the investigation. Consequently, the complaint was closed as 'unresolved,' which negatively impacted the casino's rating.
PlaySQR Casino - Player's account is closed and winnings confiscated.
Black points: 46
Amount: 700 R$
PlaySQR Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.6
PlaySQR Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
1 month ago
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1 month ago
Translation
i deposited i played i won, after that they blocked my account saying they were leaving brazil, and they didn't give me my money back
Automatic translation:
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1 month ago
Hello diegosdsdaf,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlaySQR Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
My account was already verified, everything was verified email number proof of residence and identity! I tried to contact them in December and they canceled it saying to withdraw by Pix, I withdrew it and they returned it, and one day they said they were going to leave Brazil and they didn't release my money at all!
Automatic translation:
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1 month ago
Dear diegosdsdaf,
The casino informed us previously they cannot share any players-related information, nor players' activity details or internal processes details with 3rd party, so we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. Unfortunately, we are not able to force the casino to cooperate in resolving the complaints, and they likely do not want or cannot provide us with the necessary data due to its strict internal policy and GDPR. There is not much that can be achieved without cooperation from the casino's side.
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 avoid situations like this. I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Nick
