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GOOD MORNING!

I requested a ransom on Wednesday 03/16/2022, and so far no one has contacted me, I went to my account and received the message that I am blocked, unfortunately no one responds to the emails I sent, I think it falls into a scam, do they block us when we ask for ransom? Has anyone else gone through this?

BOM DIA!

Solicitei um resgate na quarta-feira dia 16/03/2022, e até momento ninguém entrou em contato,fui entrar na minha conta e recebi a mensagem que estou bloqueada,infelizmente ninguém me responde os e-mails que enviei,acho que cai num golpe,será que qd solicitamos o resgate eles nos bloqueiam? Alguém mai já passou por isso?

Dear cleuseli,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please clarify the dispute value? How much money is currently being held by the casino?

Lastly, if there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it 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.

Best regards,

Kristina

Good Morning!

It's the first time I request a withdrawal, withheld amount is $6,700.00.

Thank you for the return.

I hope it gets resolved as soon as possible.

Bom dia!

É a primeira vez que solicito o saque, valor retido é de $ 6.700,00.

Agradeço pelo retorno.

Espero que seja solucionado o mais rápido possível.

Good Morning!

I just received an email "notifying me that my account has been regretfully closed and winnings have been voided due to breach of our terms and conditions 3.1.2"

This information is not correct, all account information is mine and I only have one open account, the only thing I updated was email, as the previous one I no longer use was included.

I just want my credits according to my rights, and after that they can close the account.

bom dia!

Acabei de receber um e-mail me "comunicando que minha conta lamentavelmente foi encerrada e os ganhos foram anulados devido á violação de nossos termos e condições 3.1.2"

Esta informação não procede,todas as informações da conta são minhas e tenho somente uma conta em aberto,unica coisa que eu atualizei foi email,pois constava o anterior que não mais uso.

Só quero meus créditos conforme os direitos meus,ae depois disso podem encerrar a conta.

Thank you for your reply, cleuseli. I checked the T&Cs and I found this:

"3.1.2. You are allowed to have only one Member Account. If you attempt to open more than one Member Account, all betting accounts you try to open will be blocked or closed and any bets or winnings from your closed or blocked account will be voided for at the discretion of the casino administration."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? 

Good Morning!!

This information is not valid!

What I did was change the email, because the previous email no longer exists.

But my personal details are the same.

My question: Because this question was raised only when I requested the redemption, why when I made the deposit everything was OK.

There is no duplicate account.

Bom dia!!

Esta informação não procede!

O que eu fiz foi trocar o e-mail,pois o e-mail anterior não existe mais.

Mais meus dados pessoais são os mesmo.

Minha pergunta: Porque esta questão foi levantada somente qd solicitei o resgate,por que qd eu efetuava deposito estava tudo OK.

Não existe conta em duplicidade.

Could you please confirm that you have successfully passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Dear cleuseli,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.