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I've been trying to make my withdrawal and I can't. they've asked for documents for verification and they don't verify them and they don't even reply to messages. I've been trying to resolve this for several days and so far I've had no success. they don't even reply to messages.

estou tentando fazer minha retirada e não consigo.. pediram os documentos para verificação e não verificam e nem respondem as mensagens.. estou a vários dias tentando resolver e até o momento nada de conseguir.. se quer respondem as mensagens..

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please list which documents you provided to the casino? Were any of the documents approved?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

the first withdrawal they refused and asked me to send the documents for verification.

I sent my driver's license and a selfie with the website and date as they requested and I also said that if I needed to I could send a video or make a video call.

i try to contact them every day and they don't get back to me.

primeiro saque eles recusaram e pediram para mandar os documentos para verificação.

mandei cnh e selfie com site e data como eles pediram e ainda disse que se precisar mandava video ou fazia chamada de video..

tento entrar em contato todos os dias e eles não me retorna.

Hello Rafaaziildo,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I'll wait!

Okk, vou aguardar !

any news about my account?

alguma novidade a respeito da minha conta ?

Thanks for your patience.

Kindly share with me your attempts at communication with the casino regarding your verification. Send this information to my email at tomas@casino.guru as evidence.

Thanks in advance for your cooperation.

Dear Rafaaziildo,

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've been waiting for several days and there's been no reply.

estou aguardando a varios dias e nada de resposta..

I understand your frustration.

Kindly provide any evidence that supports your claims, such as your attempts to communicate with the casino, screenshots of your discussion with support, screenshots of the verification status of your documents, or your account.

Share the information to my email at tomas@casino.guru

I appreciate your cooperation.

here's the proof. they don't reply. you should remove their reputation. casinos don't pay their players. i've sent you several times and you've asked me to wait, but so far nothing.

esta aqui a comprovação eles não respondem.. tinha que retirar essa reputação deles.. cassino não pagam os jogadores.. ja mandei varias vezes pra vocês pediram para aguardar e ate o momento nada..

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@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.

Dear Rafaaziildo,

I am so sorry to hear about your problem with the Fonbet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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.

Dear Rafaaziildo,

I have repeatedly tried to contact the Fonbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Fonbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

We’ve reopened this complaint at the request of Fonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Rafaaziildo,

The casino has requested to reopen with the following message.

Could you please provide your feedback on this matter?

Additionally, please feel free to share any relevant information. Thank you for your assistance.

Hello Igor, Rafaaziildo,

Thank you for informing us about this case.

In order to properly review the situation and check the communication history, we kindly ask the player to provide the following details:

Account ID

Registered email address

Once we receive this information, we will carefully review the case internally and provide a detailed response as soon as possible.

Kind regards,

Fonbet Casino Team

Dear Rafaaziildo,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru