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I am a casino client for a long time deposit amounting to more than 30 thousand reais and today my account was blocked and my money confiscated ... the casino does not inform the reason for having confiscated my money

Sou cliente do casino a muito tempo depósito q somam mais de 30 mil reais e hj tive minha conta bloqueada e meu dinheiro confiscado... o casino não informa o motivo por ter confiscado o meu dinheiro

Dear isaacgomes3,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Did you accumulate those winnings with a bonus play or your deposits only?

Have you tried asking the casino why your account has been closed? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Hopefully, I will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

House offered me a bonus but I didn't use it because I made withdrawals before the rolover ... so the bonus wasn't used ... the volume of my deposit was higher than the amount that was confiscated by the casino, because the balance that was there was less half the amount deposited because there were losses in games ... I am a long-time customer and have always made withdrawals at the casino so I do not understand the reason for the block and also why they did not return my money since it was there from my deposit and not gaming earnings

Casa me ofertou bônus mais não usei pois fiz saques antes do rolover... então com isso os bônus não foram usados... o volume do meu depósito foi superior ao valor q foi confiscado pelo casino , pois o saldo que estava lá era menos da metade do valor depositado pois aconteceram perdas em jogos... Sou cliente antigo e sempre fiz saques no casino por isso não entendo o motivo do bloqueio e também porque eles não me devolveram o meu dinheiro já que que está lá foi oriundo do meu depósito e não de ganhos em jogos

Thank you very much isaacgomes3 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello isaacgomes3.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Since the casino has rejected to discuss the case with Casino.Guru team, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Isaac.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru