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i made a deposit of 100 reais to play but i didn't have my documents to check so i left my money there so that when i got my documents i could check them but now i'm trying to log into my account and it says suspended

fiz um depósito de 100 reais para jogar mais estava sem meus documentos para verificar então deixei meu dinheiro la parado pra quando pegar o documento verificar mais agora tento logar na conta e da como suspensa

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Dear Leticiasouza221,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

Please understand that KYC (Know Your Customer) is a very important and essential process, during which the casino ensures that funds are sent to the rightful owner. As they cannot physically see all players to verify identification and documents, this procedure is the only way gambling establishments can complete thorough verification. No reputable, licensed casino takes KYC lightly, and it may take a few working days to complete.

To assist you further, could you please clarify the following:

• Can you confirm whether you have already submitted any verification documents?
• Did the casino provide you with a specific timeframe for completing the verification?
• Were your winnings accumulated with or without an active bonus?

I hope we can assist you in resolving this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Hi, I did the verification but I didn't even get to the betting house. As I said, I didn't have the document but it's already in my hands. They just blocked my dormant account with 100$.

Oi eu fiz a verificao mais nem cheguei a aposta na casa como disse estava sem o documento mais já está em mãos eles apenas bloquearam uma conta parada minha com 100$

Thank you for your reply and for providing the previous details, Leticiasouza221.

• Could you please advise which games you focused on - was it solely sports betting?
• Have you received any communication from the casino regarding the suspension?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I play at gem Sávior and I like it very much, I haven't received any communication, they've just blocked my account without giving any justification and I'm going to send my documents to you by today

Joguei no gem Sávior gosto muito , não recebi nenhuma comunicação apenas bloquearam a conta sem dar nenhuma justificativa vou enviar meus documentos até hoje para vcs

Thank you for your reply and for providing the previous details, Leticiasouza221.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Leticiasouza221,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru