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I deposited BRL50 and won an additional BRL100, so BRL50 was my real balance. I started to win without losing my real balance, but they converted everything to bonus money. Furthermore, I currently have BRL3,280 and there's still BRL3,282 of bonus movement left. However, they paused the bonus movement because there's only one day left to meet the requirement, and the counter has become stuck at BRL3,282.

Depositei BRL50 ganhei mais BRL100 daí BRL50 era saldo real comecei a ganhar sem perder o saldo real e eles colocaram tudo como bônus.E mais tô com BRL3.280 e falta 3.282 de movimentaçao do Bonus e a movimentaçao do bônus foi pausada por eles pois só falta 1 dia para terminar o prazo da movimentaçao e não contabilisa fica congelado nos BRL3.282.

Dear raulbackes5,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link or screenshot of the bonus you activated?

Have you made any successful withdrawals from this casino before?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Yes I have but the error was mine, I'm sorry, I had to play other games, counting, I completed the bonus movement, but now I went to make the withdrawal and the error of the ones I received a lot of withdrawals, but no, I didn't register any.

Sim eu tenho mas o ero foi meu me desculpem eu tinha que jogar outros jogos foi contabilisando cumpri a movimentaçao do bônus mas agora fui fazer o saque e da ero dos que Fis muitos saques mas não verdade não Fis nenhum

Now I'm going to make the withdrawal and a message appears that I can't do it, I can only do it on 04/05/2024

Agora vou fazer o saque e aparece uma mensagem que não posso fazer só posso fazer dia 2024/04/05

Today I went to make the withdrawal because I exceeded the limit and it was scheduled for the next day.

Hoje mesma coisa fui fazer o saque dis que eu ecedi o limite e foi marcado para o outro dia.

Now they invented a dispute to take my money, they took all the money from my account and only left the deposit amount

Agora inventaram uma discupa para tirar meu dinheiro tiraram todo o dinheiro da minha conta e deixaram só o valor do deposito

Thank you for keeping me updated. Could you kindly specify why the casino confiscated your winnings? Have you received any email with an explanation from them? If you have, please forward it to me. My email address is veronika.l@casino.guru.

I have already sent screenshots to you in the email. I want to say that their statement is unfounded because the games that were not allowed to use the bonus I was asked to play have and the bonus I did not ask for from them and I spent all the money with real balance they turned it into a bonus so they shouldn't take my balance but leave it because it was a real balance.

Já mandei capturas de tela para vocês no email.Quero dizer que a afirmaçao deles não tem fundamento pois os jogos que não eram permitidos utilizar o bônus eu era em pedido de jogar tenho e o bônus eu não pedi a eles e Fis todo o dinheiro com saldo real eles transformaram em bônus então assim sendo eles não deveriam tirar meu saldo e sim deixar ele pois era saldo real.

Thank you for your email. I have checked the Bonus terms of the bonus you activated, and this is what I found:

It is evident from both the terms and conditions, as well as the activation code requirements, that this bonus exclusively applies to users who have deposited funds via Jeton. Because you used Pix instead, your winnings could be taken away as per the rules.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika