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I made a deposit of R$1050 with a 100% bonus. I fulfilled my rollover and lost an amount at the end, leaving only R$1021.19.

I asked for the withdrawal and even though my account was already verified and having made other withdrawals, they asked me for other documents, selfie, etc. and provided all that was asked.

However several days later, they took all my withdrawal claiming fraud.

I have not done anything fraudulent, I have complied with all terms on the site.

In this deposit and in the total of the deposits I made on this site, I was at a loss. Who commits fraud to take damage?

I'm a hard worker, a family man, I bet for fun and I don't participate in any scheme or anything like that.

Fiz um depósito de R$1050 com um bônus de 100%. Cumpri o meu rollover e perdi um valor ao final ficando com apenas r$1021,19.

Pedi o saque e mesmo minha conta já sendo verificada e tendo feito outros saques, me pediram outros documentos, selfie, etc. e forneci tudo o que foi pedido.

Entretanto vários dias depois, tomaram todo meu saque alegando fraude.

Não fiz nada fraudulento, cumpri todos os termos do site.

Neste depósito e no total dos depósitos que fiz neste site, fiquei no prejuízo. Quem faz fraude para tomar prejuízo?

Sou trabalhador, pai de família, aposto por diversão e não participo de nenhum esquema ou algo parecido.

Dear leandroacf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you received any winnings from this casino in the past? Were you advised specifically which rule has been broken and why your winnings have been cancelled?

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

I hope we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

I played sports betting. I have already made withdrawals from this site in the past but as I said and the print attached to the initial complaint shows, I am at a loss with them.

They weren't specific about which rule. They sent me an email where they put the whole term. I can forward it to you.

Joguei apostas esportivas. Já fiz retiradas deste site no passado mas como disse e mostra o print anexado na reclamação inicial, estou no prejuízo junto a eles.

Eles não foram específicos sobre qual regra. Me enviaram um e-mail onde colocaram todo o termo. Posso encaminhar a você.

Thank you, leandroacf, for your response. Unfortunately, since you have clarified that the issue solely pertains to sports betting, we regret to inform you that we are unable to assist you in this matter.

We sincerely apologize for our inability to resolve your case. However, please feel free to reach out to us if you encounter any issues with other casinos in the future. Since we currently do not have a department specifically dedicated to sports betting disputes, and lack sufficient expertise in handling such cases, we are regrettably unable to proceed with your complaint. I genuinely wish I could have been of more assistance.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns. Meanwhile, I'm forced to reject your complaint at this time.

Best regards,

Petronela