The player from Brazil had experienced problems with withdrawal. After a win, the casino had claimed unusual activity on his account and blocked it. The player had been told to deposit R$ 4999 in order to unlock the account. We advised him against depositing any further funds into the casino due to the suspicious nature of the request and asked for additional information to better understand his situation. However, the player did not respond to our queries, which led us to reject the complaint due to lack of cooperation.
Player’s withdrawal is denied due to unusual account activity.
Amount: 756,134 R$
BrasiliaWin
Submitted: 14 Apr 2024 | Case closed : 29 Apr 2024
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months ago
Translation
I made a deposit of 10 reals and began to play. I won, went to withdraw, and the casino claimed there was unusual activity on my account, suspending it and not allowing me to make the withdrawal. They said I needed to make a deposit of R$ 4999 to unlock my account so I could withdraw the full amount I'd won fairly.
Automatic translation:
Public
Public
7 months ago
Dear delalexandre,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing.
I must caution you that no reputable and licensed casino would request players to send money in order for their winnings to be processed and paid out. The amount requested by the casino appears suspiciously high, and there's a risk that you may not receive the money back. I strongly advise against depositing any further funds into this casino.
However, I'd like to ask you a few questions to fully understand your situation:
Have you successfully withdrawn funds from this casino before?
Can you confirm if you have completed the KYC verification process?
Do you have any transcripts or screenshots of your communication with the casino's customer support regarding your suspended account and the request for sending money? If so, please forward them to me at veronika.l@casino.guru.
I hope we can work together to resolve this issue promptly. Thank you in advance for your cooperation.
Best regards,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
