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I deposited 25 reals at the casino and won 100 free spins, which netted me 8. I tried to do rollover games and lost 25 reals

With the remaining 8, I bet on fortunes and won 59.60 reals, which I withdrew.

I then deposited another 20 reals and the casino is refusing to let me withdraw it, they even blocked my account.

According to them, I deposited 45 and withdrew 59.60, so they owe me nothing.

In other words, since I won money from them, they took my 20 and blocked me.

Depositei 25 reais no cassino e ganhei 100 rodadas grátis , que me renderam 8. Tentei fazer rollover em crash games e perdi 25 reais

Com os 8, apostei nos fortune e ganhei 59,60 reais, que saquei.

Depois Depositei mais 20 reais e o cassino se recusa a deixar eu sacar, até bloquearam minha conta.

De acordo com eles, eu Depositei 45 e saquei 59,60, então eles não me devem nada

Ou seja, já que eu ganhei dinheiro com eles, pegaram meus 20 e me bloquearam

Dear Jackanrick,

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. 

• Do I understand correctly that you had R$20 in your casino account?
• Did you activate any bonuses on top of your deposit?
• Could you please forward all the relevant communication between you and the casino 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

Attached is their response email

Did I understand correctly that you had R$20 in your casino account?

Yes, the account was closed with my 20

Have you activated any bonuses in addition to your deposit?

Yes, some free spins

You could forward all relevant communications between you and the casino to kristina.s@casino.guru ? Alternatively, you can publish it here.

Segue anexo e-mail de resposta deles

Entendi corretamente que você tinha R$ 20 em sua conta do cassino?

Sim a conta foi encerrada com meus 20

Você ativou algum bônus além do seu depósito?

Sim, algumas rodadas grátis

Você poderia encaminhar todas as comunicações relevantes entre você e o cassino para kristina.s@casino.guru ? Alternativamente, você pode publicá-lo aqui.

Thank you very much, Jackanrick, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Jackanrick!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Jackanrick, I have received the information from the casino that if you want to refund your last deposit, you should contact them and provide additional information. Please, do so ad let me know how it goes!

Good afternoon

I contacted the casino and they refunded my account and money

Thanks

Boa tarde

Entrei em contato com o cassino e eles devolveram minha conta e dinheiro

Obrigado

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Jackanrick, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru