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I made a withdrawal request and I noticed that it began to take a while for the withdrawal to be processed. I contacted customer support via chat and was told that the withdrawal would happen within 2 business days. After waiting, I then tried to log onto my account and I could not because it said my account was banned from the platform. The withdrawal amount was only 260 reais and yet they banned me to avoid paying. I am simply dissatisfied with the platform.

Fiz um pedido de saque vi que começou a demorar pra fazer o saque entrei em contato via chat me falaram que o saque seria com 2 días úteis esperei novamente aí fui entrar na minha conta não consegui pois fala conta banida da plataforma.O valor só é 260 reais e já me baniram pra não pagar simplesmente insatisfeito com a plataforma.

Dear Moacir2026,

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 understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

I play for some time, I never made a withdrawal request, I always play the slot, then when I decided to make a withdrawal request, I was banned. I had already sent all the necessary documents on the platform. I didn't understand why I was banned. A person called Cláudia answers me, she tells me to get in touch with the support responsible and gives me the email. again I find this strange.

Jogo algum tempo nuca fiz o pedido de saque sempre jogo slot aí quando resolvi fazer um pedido de saque fui banido.Eu tinha já mando todos os documentos necessários na plataforma não entendi porque fui banido entro no chat pra tentar resolver o situação mais não resolve sempre me atende uma pessoa chamada de Cláudia ela fala pra mim entrar encontato com o suporte responsável e me passa o email daí entro encontato novamente pelo email e só falam que vão mandar pro setor responsável e quem fala novamente pelo email do setor responsável e a Cláudia de novo acho estranho isso.

Hello Moacir2026,

Have there been any developments since our last conversation, please? Have you contacted Customer Service as advised? If there's any relevant communication, please forward it to petronela.k@casino.guru. Thank you.

I tried to enter several times, they just kept stalling, it didn't solve my problem. You can already see that the casino is not honest.

Tentei entrar várias vezes ficam só enrolando não resolve o meu problema.Ja da pra ver que o cassino não é onesto.

Could you please advise if your winnings were accumulated with or without an active bonus?

Dear Moacir2026,

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.

My account has not yet been unlocked. My winnings were the result of my deposit.

Ainda não foi desbloqueado minha conta.Os meus ganhos foi resultado do meu depósito.

Thank you very much, Moacir2026, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Moacir2026,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear NetBet Casino,

Could you please state why the player's account got blocked after requesting a withdrawal?

Thank you in advance for providing the information.

Kind regards,

Stefan

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 Moacir2026,

I was contacted by a casino representative that they need additional time to respond to the complaint. I have extended the timer by three days.

Your patience is much appreciated.

Kind regards,

Stefan

Dear Moacir2026,

I am in contact with the casino and we are dealing with some technical issues. I will extend the timer by an additional three days.

Your patience is much appreciated.

Kind regards,

Stefan

Dear Moacir2026,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan