CitoBet Casino - プレイヤーのアカウントは無効化されており、調査中です。

I have had an account at this casino since MARCH 2024. My account has been verified for months.

Yesterday, I participated in a promotion and received a good return after rolling the bonus. I requested a withdrawal, which remained pending for quite a while. I spoke with an attendant who said everything was OK and that I just needed to wait.

This morning, my account was logged out from both my computer and my phone. When I contacted the Chat support, I was informed that my account was under investigation and to wait. I was not given any timeframe or reason. I also lost access to the support chat, and I believe my IP has been banned.

I am writing to say that I am available to provide any additional information needed and would like to know the timeframe for both resolving the issue with my account and completing the withdrawal.

Eu tenho conta nesse cassino desde MARÇO de 2024. Minha conta está verificada a meses.

Ontem eu participei de uma promoção e consegui um bom retorno após rolar o bônus. Eu solicitei o saque, que ficou pendente um bom tempo. Conversei com uma atendente que disse que estava OK bastava aguardar.

Agora de manhã a minha conta se deslogou do computador e do celular. Ao entrar em contato com o Chat, fui informada que a conta estava sob investigação e para aguardar. Não fui informada de prazo nem motivo. Também perdi o acesso ao chat de suporte, acredito que tenham banido meu IP.

Venho dizer que estou a disposição para disponibilizar quaisquer informações adicionais e gostaria de saber um prazo tanto para a resolução do problema no usuário quanto para completar o saque.

Dear robertafreitas90,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please send me a screenshot or the link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?

What games did you play while your bonus was active?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Here's the email I received with the promotion. It was a deposit bonus. Now I can't remember if it was R$100 or R$110, I believe it was R$100.

As for the games, I played several... from Pragmatic, Bgaming, Playson.

The casino blocked games where you couldn't use the bonus.

Segue o email que recebi com a promoção. Era um bônus de depósito. Agora não me lembro se era de R$ 100 ou R$ 110, acredito que era R$ 100.

Quanto aos jogos, eu joguei diversos... da Pragmatic, Bgaming, Playson.

O cassino bloqueava jogos onde não era possível usar o bônus.

Could you kindly forward the entire promotional email to me at veronika.l@casino.guru? Additionally, please send any communication between you and customer support that may be relevant to the investigation of your case. This could include screenshots, chat transcripts, or email conversations. Thank you in advance for your cooperation.