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I've been a casino player since last year, I had even become a 'VIP' according to the promotions manager, and I've already made deposits and withdrawals at the house. Until then, no problems.

The problem was a little over two weeks ago, when I log into the account and find the balance zero. It had a value above R$ 54,000 (I don't remember the exact amount). I immediately went to the chat to ask what happened, and I was told that there was a system error that hit several players and the error would be fixed in a few hours. Hours passed, and nothing, I contacted again, they assured me that it would be normalized. It's been days, and I kept 'pissing off' the support to get my balance back, and now they stopped responding to me.

I'm opening this complaint on Casino Guru to see if anyone from Casino shows up here to prioritize my issue which is almost 3 weeks unresolved.

So, will you refund my balance so I can play again?

Sou jogador do cassino desde o ano passado, tinha até me tornado 'VIP' segundo o gerente de promoções, e já fiz depósitos e saques na casa. Até então, sem problemas.

O problema foi há um pouco mais de duas semanas, quando eu entro na conta e me deparo com o saldo zerado. Tinha um valor acima de R$ 54.000 (não lembro o valor exato). Imediatamente recorri ao chat para perguntar o que houve, e me disseram que havia um erro no sistema que atingiu vários jogadores e o erro seria corregido em algumas horas. Passou horas, e nada, entrei em contato novamente, me tranquilizaram que seria normalizado. Passou dias, e continuei 'enchendo o saco' do suporte pra reaver o meu saldo, e agora pararam de me responder.

Estou abrindo essa reclamação no Casino Guru para ver se alguém do Casino aparece aqui para dar prioridade ao meu problema que está em quase 3 semanas sem ser resolvido.

E aí, vão devolver o meu saldo para que eu volte a jogar?

Dear caiobbl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to petronela.k@casino.guru?

Please confirm that you haven’t provided access to your account to anyone else. Were your winnings accumulated with or without an active bonus, please?

Looking forward to hearing from you. I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

I had gotten a 120% reload bonus. Apparently it expired in 7 days (before the bonuses lasted longer), but it was actually in the terms and conditions of this reload bonus that period. So although I think it's dirty to take the entire balance and return only the deposit, I won't go on here.

Eu havia pegado um bônus de 120% de recarga. Aparentemente venceu em 7 dias (antes os bônus duravam mais), mas estava realmente nos termos e condições desse bônus de recarga esse prazo. Então apesar de achar sacanagem tirar todo o saldo e devolver apenas o depósito, não vou me prolongar aqui.

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.