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Good evening on 14/02/2025 I downloaded the platform 68 BRL and had a bonus of 15 reais from it so I deposited another 30 reais and won 1007 reais and withdrew 120 reais and remained 887 and disappeared from the account that the minimum withdrawal value of the platform is 120 reais and they sent a message saying they would solve it in 15 days but I didn't get an answer only I fulfilled all the missions of the game if you can help I appreciate it thank you very much

Boa noite dia 14/02/2025 eu baixei plataforma 68 BRL e tinha um bônus de 15 reais da mesma entao depositei mas 30 reais e ganhei 1007 reais e saquei 120 reais e ficou 887 e sumiu da conta que o valor mínimo do saque da plataforma é 120 reais e ele mandaram msg dizendo que ia resolver em 15 dias só que não obtive resposta só eu cumpri com todas as missões do jogo se puder ajudar agradeço muito obrigado

Dear valdemirsantos1025,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation, I would appreciate it if you could provide some additional details:

• Could you please forward me the communication between you and the casino customer support regarding your missing balance? You can send it to my email at veronika.f@casino.guru or post screenshots here.
• Could you specify which games you played?
• Could you kindly send me a link or a screenshot of the bonus you activated and played with? Also, was there any maximum win limit applied?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Thank you for your emails. Have you received any results from the investigation into your gaming? The 15-day period hasn't expired yet, but we'd like to know if the casino is keeping you updated on the investigation.

Dear valdemirsantos1025,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.