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Account suspended without notice and no access to my money

Conta suspensa sem aviso prévio e sem acesso ao meu dinheiro

Dear adrianolemos7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I appreciate the help. It's a situation where you don't have much to do, the casinos simply block you and keep people's money. Answering him, I registered at StartBet.io less than a month ago around the 16th of April and yes I sent my identity document and they managed to verify it, but after that I sent them via email all the documents necessary for verification and to my surprise the email returned without destination hahaha very dirty . As for the games I acquired a skill in the game Mines by Spribe and along with luck I started to make money in this game with constancy, I also played Live Casino games BacBo, Roulette and Penalty Shoot. I didn't use bonuses, I used my own capital and leveraged until they blocked my account without access to my money.

Eu que agradeço a ajuda . É uma situação em que não tem muito o que fazer os casinos simplesmente te bloqueia e fica com dinheiro da gente . Lhe respondendo eu me cadastrei em StartBet.io há menos de um mês por volta do dia 16 de abril e sim enviei o meu documento de indentidade e chegaram a verifica lo porém após o ocorrido enviei via email para eles todos os documentos necessários para verificação e pra minha surpresa o email retornou sem destino hahaha muita sacanagem . Enquanto aos jogos eu adquiri uma habilidade no jogo Mines da Spribe e juntamente com a sorte comecei a fazer dinheiro nesse jogo com constância , também jogava jogos de Casino ao vivo BacBo , Roleta e Pênalty Shoot . Não utilizei bônus , usei meu próprio capital e fui alavancando até bloquearem minha conta sem acesso ao meu dinheiro .

Thank you very much, adrianolemos7, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much, all help is welcome.

Muito obrigado, toda ajuda é bem vinda .

Hi adrianolemos7,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Startbet.io Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Thanks Tomas, their response in chat is that the account has been suspended for suspicious movement. If making money and making withdrawals is a suspicious move, no one will ever make a profit in casinos. It all started by limiting me in the withdrawal amount, on the platform it says 10k daily but in fact they only allowed withdrawal of 500 reais daily and upon request via chat because on the platform it was only in processing. This StartBet.io platform blocked me in cowardice in the dead of night and I need my money after all it is a reasonable amount, it is more than 4700 reais.

Obrigado Tomas, a resposta deles no chat é que a conta foi suspensa por movimentação suspeita . Se ganhar dinheiro e fazer saques é movimento suspeito nunca ninguém obterá lucros em casinos . Tudo começou me limitando no valor de saque , na plataforma diz 10k diários mas na verdade só permitiam saque de 500 reais diários e mediante solicitação via chat por que na plataforma só ficava em processamento. Essa plataforma StartBet.io me bloqueou na covardia na calada da noite e eu precisando do meu dinheiro afinal é um valor razoável são mais de 4700 reais .

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.

Dear adrianolemos7,

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. 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 might 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.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). 

The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas