The player from Brazil had claimed that the casino had blocked his account and denied his winnings after he had successfully won a game. The player had tried to reach out to support, but to no avail. He had made deposits and withdrawals on the platform previously. He had reached a balance of 42 reais and completed a bonus of 40 reais on 5 lions megaways. He had requested a withdrawal of 1250 reais and had a remaining balance of 76 reais. After noticing a delay in the withdrawal process, he had contacted support and was subsequently blocked. Despite our efforts to communicate with the casino, we did not receive a response. As the casino was operating without a valid license, we had marked the complaint as 'unresolved' and had advised the player to choose casinos based on their reviews and ratings in the future.
Saopaolojogo Casino - Player's account was blocked after winning.
Black points: 190
Amount: 1,250 R$
Saopaolojogo Casino
Safety Index:Very lowNo reaction, passive regulator
UNRESOLVED
Case summary
my name is marcionilio **** I'm ok because after I won they blocked me and didn't pay me my money I went to gunado support I logged back in and it wasn't that simple anymore
Dear juninhos,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
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?
- Did the casino explain why your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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
I had already played and made withdrawals on this platform that day I deposited 30 reais, I played I reached 42 and completed a bonus of 40 reais on 5 lions megaways, it even surprised me, I was surprised by Maxwin, then I asked for a withdrawal of 1250 and it still left me with about 76 reais. I saw that it was taking a while so I contacted support because I had already made withdrawals from it and they were very quick and in that time they blocked me until now
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
Dear juninhos,
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.
Good morning, I'm going to send the victory I made, they blocked me
On Telegran I had my contact with them but everything disappeared, I couldn't get there but I got to talk to them
Thank you very much, juninhos, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 juninhos,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Saopaolojogo Casino,
Could you possibly provide additional information regarding the blocked account and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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.
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. 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 avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
