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Hello, I won an amount of 66,129 BRL, on 09/08/2022 I requested the withdrawal and after 3 days they started to request the documents for verification, but for 14 days this verification failed and I sent everything again, until it was approved and on 09/28/2022 they release the amount of 6,300 BRL, they made a promise that the next payment of 20,000 BRL would be made on 10/03/2022 because they only pay 25,000BRL per week, the day passed and nothing, I made several calls and they always informed me that it was still pending, on 10/04/2022 when entering the site, I received a message that my account was blocked, I contacted by email and they informed me that they blocked it because they located another account in my name , I did open a new account, but with the intention of having fun and I didn't want to lower the balance of the first account, I confess that I didn't read the rules, but I understand that because it is such an intelligent system they should block any attempt to create a new one account with the same CPF, but this was only done not to pay the missing amount of 59,374 BRL.

The first account was created on 09/08/2022 and the second account was on 09/09/2022, but I deposited and played only on that day and did not access it anymore, that is, they had enough time to verify that there were two accounts. And after several emails I sent they are not willing to pay me, I think they may even block the accounts, but what I got is mine by right. Hope we can solve it here.

Thanks

Olá, ganhei um montante de 66.129 BRL, no dia 08/09/2022 solicitei a retirada e depois de 3 dias começaram a solicitar os documentos para verificação, mas por 14 dias essa verificação falhava e eu enviava tudo novamente, até que foi aprovado e no dia 28/09/2022 liberam o valor de 6.300 BRL, fizeram uma promessa de que o próximo pagamento de 20.000 BRL seria feito dia 03/10/2022 pois só pagam 25.000BRL por semana, o dia passou e nada, fiz vários chamados e sempre me informavam que ainda estava pendente, no dia 04/10/2022 ao entrar no site, recebi uma mensagem que minha conta estava bloqueada, entrei em contato por e-mail e me informaram que bloquearam pois localizaram uma outra conta em meu nome, eu abri sim uma nova conta, mas com o intuito de me divertir e não queria baixar o saldo da primeira conta, confesso que não li as regras, mas entendo que por ser um sistema tão inteligente eles deveriam bloquear qualquer tentativa de criar uma nova conta com o mesmo CPF, mas isso só foi feito para não pagar o montante de 59.374 BRL que falta.

A primeira conta foi criada no dia 08/09/2022 e a segunda conta foi dia 09/09/2022, mas depositei e joguei apenas nesse dia e não acessei mais, ou seja eles tiveram tempo suficiente para verificar que existiam duas contas. E após vários e-mails que enviei não estão querendo me pagar, acho que eles podem até bloquear as contas, mas o que ganhei e meu por direito. Espero que aqui possamos resolver.

Obrigada

Dear Samy1962,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus, please?

Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina, how are you?

I'm forwarding the answer to your email as well because there you have the images

I opened the main account on 09/08/2022 with a deposit of 50 BRL and I won the bonus yes, the bonus zeroed and with the winnings I continued to play and in one of the bets I won and started making withdrawals, see that I made two requests of withdrawals, one of 3,800 BRL and another of BRL 300, zeroed the account and made a new deposit of 50 BRL and won an amount of more than 60,000 BRL, I made the withdrawals and continued to play, then I realized that the balance of account was decreasing and I canceled withdrawals of 3,800 BRL + 5,500 BRL + 15,000 BRL.

On 09/27/2022, after several attempts to receive the amount, the verification process was approved and they transferred 6,300 BRL and after contacting them, I was informed that the weekly limit for withdrawals would be 25,000 BRL and they had to do the new transfer on 10/03/2022, the day passed and nothing, on 10/04/2022 when trying to enter the account it was blocked, I was informed by email that my account and my earnings had been blocked because I I had another account that was opened on 10/09/2022, I made 3 deposits in that account and as I didn't win I gave up, but the purpose of opening another account was to have fun because I had liked the site a lot, and not to lower the balance of main account. At the time of opening the new account, there was no blocking, see that I opened the second account on 09/09/2022 and was only blocked on 10/04/2022.

I hope I have contributed with the information and if necessary request other information that I will be happy to send.

Thankful,

Samy1962

Olá Kristina, tudo bem?

Estou encaminhando a resposta para seu e-mail também pois lá tem as imagens

Abri a conta principal dia 08/09/2022 com um depósito de 50 BRL e ganhei o bônus sim, o bônus zerou e com os ganhos continuei a jogar e em uma das apostas ganhei e comecei a fazer os saques, veja que fiz duas solicitações de saques, um de 3.800 BRL e outro de R$ 300 BRL, zerou a conta e fiz um novo depósito de 50 BRL e ganhei um montante de mais de 60.000 BRL, fiz os saques e continuei a jogar, depois percebi que o saldo da conta estava diminuindo e cancelei as retiradas de   3.800 BRL + 5.500 BRL + 15.000 BRL .

No dia 27/09/2022 após várias tentativas de receber os valor, o processo de verificação foi aprovado e transferiram 6.300 BRL e após entrar entrar em contato com eles, fui informada que o limite semanal para saques seria de 25000 BRL e ficaram de fazer a nova transferência dia 03/10/2022, o dia passou e nada, no dia 04/10/2022 ao tentar entrar na conta a mesma estava bloqueada, fui informada por e-mail que minha conta e meus ganhos haviam sido bloqueados porque eu tinha uma outra conta que foi aberta dia 09/10/2022, fiz 3 depósitos nessa conta e como nada ganhei desisti, mas o intuito de abrir outra conta foi de me divertir pois havia gostado muito do site, e para não baixar o saldo da conta principal. No momento da abertura da nova conta não houve nenhum bloqueio, veja que abri a segunda conta dia 09/09/2022 e só fui bloqueada dia 04/10/2022.

Espero ter contribuído com as informações e se necessário solicite outras informações que terei o prazer em enviar.

Grata,

Samy1962

Thank you for your reply, Samy1962. Did you activate any bonuses on your second account? Do I understand correctly that both accounts were active simultaneously?

Good Morning!

I didn't activate bonuses on the second account, but they were active simultaneously because I didn't know about the ban, but I understand that if there was a failure on my part, there was also on theirs that they didn't immediately block access to the second account, because I used the same CPF and it was from same ID, left to check on 10/04 where part of the payment would be 20,000 BRL

Bom dia!

Não ativei bônus na segunda conta, e sim estavam ativas simultaneamente pois não sabia da proibição, mas entendo que se houve falha da minha parte, houve na deles também que não bloqueou imediatamente o acesso a segunda conta, pois utilizei o mesmo CPF e foi do mesmo ID, deixaram para verificar no dia 04/10 onde correria parte do pagamento que seria de 20.000 BRL

I am afraid that if you had two active accounts at once, there is not much more we could do for you. The vast majority of casinos prohibit players from opening more than one account. Not all casinos are able to block such accounts immediately and there is not much more we could do about it. I can only recommend that you avoid this in the future.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

I consider this embezzlement, I will speak to my lawyer.

Thank you for trying to help me, but I can't let this go blank, they postponed my deposit date, they should pay at least the one scheduled for 9/14, which was before the lockdown.

Considero isso apropriação indébita, vou falar com meu advogado.

Obrigada por tentar me ajudar, mas não posso deixar isso passar em branco, eles adiaram a data do meu deposito, deveriam pagar pelo menos a que estava programada para o dia 14/09 que foi antes do bloqueio.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.