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Dear all,

Since September 5th I've been having difficulties making withdrawals. Initially, my account was under analysis by the monitoring department and was later released for withdrawals on September 10, when I made new requests.

However, to date (17/09), these withdrawals are still pending and I have yet to receive any official positioning. I understand that unforeseen events can happen, but I believe that transparency is fundamental. I therefore cordially ask for a clear deadline for resolving the situation.

Thank you in advance for your attention and I look forward to hearing from you.

Sincerely,

Prezados,

Desde o dia 05/09 venho enfrentando dificuldades para realizar saques. Inicialmente, minha conta ficou em análise pelo setor de monitoramento e, posteriormente, foi liberada para saques no dia 10/09, ocasião em que realizei novas solicitações.

No entanto, até a presente data (17/09), esses saques continuam pendentes e ainda não recebi qualquer posicionamento oficial. Entendo que imprevistos possam ocorrer, mas acredito que a transparência seja fundamental. Por isso, peço, de forma cordial, apenas um prazo claro para a resolução da situação.

Agradeço desde já pela atenção e aguardo um retorno.

Atenciosamente,

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, thank you for your attention and concern.

My case remains open. So far, I haven't received any money, except for the initial deposit of R$8,122.00, released on September 19th.

The amount of R$35,127.00 is still being held and investigations are underway, for which a deadline of tomorrow, the 25th, has been requested.

As soon as there is news, I will report it here.

Olá, agradeço pela atenção e pela preocupação demonstrada.

Meu caso permanece em aberto. Até o momento, não recebi nenhum valor, exceto o depósito inicial de R$ 8.122,00, liberado em 19/09.

Segue retido o montante de R$ 35.127,00, estando em andamento as investigações, para as quais foi solicitado prazo até amanhã, dia 25, a fim de serem concluídas.

Assim que houver novidades, informarei por aqui.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Of course, you can ask your questions.

My answers are as follows:

1) Yes, I had made withdrawals before.

2) Yes, I had already gone through the KYC process.

3) No, it wasn't with bonuses.

I'll forward the evidence to your email shortly.

Claro, pode realizar suas perguntas.

Minhas respostas são as seguintes:

1) Sim, já havia realizado retiradas anteriormente.

2) Sim, já havia passado pelo processo de KYC.

3) Não, não foi com bônus.

Encaminharei as evidências para o seu e-mail em seguida.

Hello, I have just received an e-mail from Brazino777 informing me that they are going to withhold my winnings in the amount of R$35,127 for allegedly practicing Opposite Betting. I deny the accusations that were imputed to me, I even made a broad defense, because their argument is weak. They don't even have my IP address in the operations or any proof that it was me doing it. In addition, they have also withheld slot winnings, brazino777 is responding to several lawsuits in Brazil, and is now going to respond to one more, which is mine. It's a dishonest company, I warn everyone. I'll be sending you the evidence now by email too.

Thanks for everything, and don't play with brazino, they're dishonest.

Olá, acabo de receber o e-mail da Brazino777 informando que vai reter meus ganhos no valor de 35.127 R$, por suposta pratica de Opposite Betting. Nego as acusaçoes que foram imputadas a mim, inclusive fiz uma ampla defesa, porque o argumento deles alem de tudo, é fraco. Nao tem se quer meu IP nas ditas operações ou qualquer prova de que era eu realizando isso. Alem de que, eles tambem reteram valores de ganhos em slots, a brazino777 responde a diversos processos judiciais no brazil, e agora vai responder a mais um, que é o meu. É uma empresa desonesta, fica o alerta aqui a todos. Estarei encaminhando as provas agora no email tambem.

Obrigado por tudo, e, nao joguem na brazino, ela é desonesta.

Dear player, could you kindly confirm whether the winnings in question were accumulated through sports betting?

Hello, the winnings in question were made on Slots and Live Casino games. I played over 3,000 games on the slots and over 50 games on the live casino. They identified that in 3 of them, there was the possibility of matched betting, and they did not present relevant evidence linking me to these alleged bets, the loser was me. They didn't have my IP address, they weren't my accounts.

It's a disreputable casino, never again!

But I'm going to get it back, I've already taken legal action.

Olá, os ganhos em questão foram realizados em jogos de Slots e Cassino ao Vivo. Fiz mais de 3 mil jogadas nos slots, fiz mais de 50 jogos no cassino ao vivo. Eles identificaram que em 3 delas, existia a possibilidade de apostas casadas, sendo que nao apresentaram provas relevantes que me ligassem a essas supostas apostas, o prejudicado foi eu. Nao tinha meu IP, nao eram contas minhas.

É um cassino desonsto, brazino nunca mais!

Mas eu vou recuperar na justiça, ja acionei o juridico.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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 there,

Thank you wendelbrazino777 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Brazino777 Casino BR for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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. While the casino is licensed, the regulatory body doesn't offer any way to escalate your complaint.

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,

Peter