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(THE CASINO GAVE ME A BONUS INCENTIVE WITH ROLLWER, WHICH WAS COMPLETED WITH ALL THE PERFECT REQUIREMENTS WITH BETS LESS THAN $1 IN ALL PLAYS) TRANSFORMING THE BONUS BALANCE INTO REAL BALANCE BY FULFILLING ALL THE CASINO REQUIREMENTS , AFTER PERFORMING THE ROLLWER AND TRANSFORMING THE BONUS BALANCE INTO REAL, I MADE THE WITHDRAWAL AND GOT AN UNPLEASANT RESPONSE, STATING THAT I CHEATED THE BONUS RULES, GIVEN THAT MY BONUS WAS ($57.39), THE CASINO'S BETTING REQUIREMENTS ARE 10% (ON THE BONUS OBTAINED) 10% OF THE AMOUNT OF 57.39 = $5.73 I HAVE PRINTS FROM THE BEGINNING TO THE END OF THE CASINO'S ROLLWER SHOWING THAT I DID NOT MAKE ANY BET HIGHER THAN $5.73, ALL BETS WERE MADE LESS THAN $2,

$690 BRL WERE CONFISCATED

bCasino.com Verifications <verifications@bcasino.com>

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To:​You

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Sun, 02/04/2024 06:07

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Dear Tiago Amador dos,

Upon reviewing your withdrawal request, we see that several bets were made that were greater than 10% of the bonus credited to your account. According to the Bonus Terms and Conditions, this is not allowed.

Therefore, we canceled your withdrawal request and annulled the winnings.

We apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.

If you have any questions, please reply to this email or contact our customer support via live chat on our site.

Regards,

Verifications

bcasino.com · (#CBBEISDBW26QMPT6HPGM)  

(CASSINO ME DEU UM INCENTIVO DE BONUS COM ROLLOWER , QUE FOI CUMPRIDO COM TODOS OS REQUESITOS PERFEITOS COM APOSTAS COM MENOS DE 1$ EM TODAS AS JOGADAS) TRANSFORMANDO O SALDO BONUS EM SALDO REAL CUMPRINDO TODOS OS REQUESITOS DO CASSINO , APOS REALIZAR O ROLLWER E TRANSFORMAR O SALDO BONUS EM REAL , REALIZEI O SAQUE E OBTIVER RETOR NAO MUITO AGRADAVEL , RELATANDO QUE BURLEI AS REGRAS DO BONUS , SENDO QUE MEU BONUS FOI (R$ 57,39) , OS REQUESITOS DE APOSTAS DO CASSINO SÃO DE 10% (SOBRE O BONUS OBTIDO )10% DO VALOR DE 57,39 = 5,73 R$ TENHO PRINTS DO COMEÇO AO FIM DO ROLLOWER DO CASSINO MOSTRANDO QUE NAO REALIZEI NENHUMA APOSTA MAIOR QUE R$ 5,73 , TODAS AS APOSTAS FORAM REALIZADAS MENOS QUE R$2 ,

FORAM CONFISCADOS R$690 BRL

bCasino.com Verifications <verifications@bcasino.com>

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Para:​Você

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Dom, 04/02/2024 06:07

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Dear tiago amador dos,

Ao analisar o seu pedido de levantamento, vemos que foram feitas várias apostas superiores a 10% do bónus creditado na sua conta. De acordo com os Termos e Condições do Bônus, isso não é permitido.

Portanto, cancelamos sua solicitação de retirada e anulamos os ganhos.

Pedimos desculpas por qualquer inconveniente e decepção, e convidamos você a continuar jogando em nosso site.

Se você tiver alguma dúvida, responda a este e-mail ou entre em contato com nosso suporte ao cliente via chat ao vivo em nosso site.

Relação

Verificações

bcasino.com · (#CBBEISDBW26QMPT6HPGM)  

Dear tranjinas17,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

• Please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
• Also, could you please forward the promotional email with the exact bonus offer that you received?
• Lastly, what were the amounts of both the deposit and the bonus awarded?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear tranjinas17,

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.

I sent all prints of betting history, bonus promotion offered, deposits and responses received by email petronela.k@casino.gur which was requested to be sent, thank you in advance.

Enviei todos os prints de histórico de apostas ,promoção de bônus oferecido , depósitos e respostas recebidas no email petronela.k@casino.gur que foi pedido para ser enviado , desde já agradeço.

Hi tranjinas17,

I require your game history in a format other than forwarded screenshots. I suggest requesting the complete game history directly from the casino. It is crucial to understand that analyzing the game history from screenshots is impractical. As you can imagine, if we were to receive game histories from all our users in screenshot form, it would consume significant time arranging the screenshots in chronological order.

Thank you for your understanding. 

Dear tranjinas17,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.