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I submitted a withdrawal request, and despite my documents being approved, my account was instantly blocked. This makes no sense. I want the money that I requested plus the remaining account balance.

fiz solicitação de saque, fui aprovada nos documentos, porem na mesma hora minha conta foi bloqueada, não faz sentido nenhum isso, quero meu dinheiro que solicitei e o saldo que tinha na conta

Dear crevelari,

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.

• Do I understand correctly that you have R$2,800 (dispute value) left in your casino account?
• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

It was the first withdrawal, I didn't use the bonus, I spent almost 3 days sending my documents when the documents were approved at the time my account was blocked.

I made a withdrawal request for 2800 and there was about 50 left in the account

foi o primeiro saque, não utilizei bonus, fiquei quase 3 dias mandando meus documentos quando foi aprovado os documentos na hora minha conta foi bloqueada.

fiz um pedido de saque 2800 e sobrou uns 50 na conta

Thank you for your reply, crevelari. Could you please clarify when exactly you requested the withdrawal? Do I understand correctly that your account has been verified?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear crevelari,

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.