Aposta1 Casino - Las ganancias del jugador no se pagan en su totalidad y la cuenta está bloqueada.

Goodnight.

My name is Tiago and I have a complaint to make about the betting site Aposta1 [link removed by Casino.Guru admin] that after I won the amount of (one million two hundred and twenty five thousand) 1,225,000,000 in the PG game Fortune Tiger , only transferred me (ninety thousand) 90,000, after withdrawing this amount, I tried to withdraw another (fifty thousand) 50,000 which was left for the withdrawal evaluation but it did not go into my account. After waiting more than 48 hours, I tried to contact the platform's support and spoke to Túlio, who told me that the website's procedures were correct and asked me to wait a few more minutes. Anyway, the amount did not go into my account and when I tried to access my account, I had been blocked, as shown in the attached screenshot.

Again I sought support to find out why I had been blocked and they told me that I had committed irregularities on the site, which did not happen at all on my part. In this email, the customer service representative named Luiza reaffirmed that I had committed irregularities and without any details or explanation about the irregularity, she said that my account was permanently blocked without the right to review. The platform, according to its advertising, claims to be reliable, safe, responsive and quick to withdraw, but it blocked me and invented that I committed irresponsibility without me having done it, which I believe was done (the blocking) so as not to pay me the amount. earned value.

I count on your help to solve this problem, after all, if the Aposta1 platform is considered reputable, the fact that it retains my winnings and blocks me from withdrawing it, you must understand that misleading advertising on Brazil, it's a crime.

Boa Noite.

Me chamo Tiago e tenho uma reclamação para fazer sobre o site de apostas Aposta1 [link removed by Casino.Guru admin] que após eu ter ganho o valor de (um milhão duzentos e vinte cinco mil) 1.225,000,000 no jogo Fortune Tiger da PG, me repassou apenas (noventa mil) 90.000,  após a retirada deste valor, tentei sacar mais (cinquenta mil) 50.000 que ficou para a avaliação de retirada mais não caiu em minha conta. Depois de aguardar mais de 48 horas, tentei contato com o suporte da plataforma e falei com o atendente Túlio que me disse que os procedimentos do site estavam corretos e me pediu para aguardar mais alguns minutos. Enfim, o valor não caiu em minha conta e ao tentar entrar em minha conta, eu havia sido bloqueado, como mostra o print em anexo.

Novamente busquei o suporte para saber o porque de eu ter sido bloqueado e me disseram que eu havia cometido irregularidades no site, o que não aconteceu de forma nenhuma de minha parte. Neste e-mail a atendente de nome Luiza me reafirmou que eu havia cometido irregularidades e sem nenhum detalhe ou explicação sobre qual irregularidade, disse que minha conta estava bloqueada em definitivo sem o direito de revisão. A plataforma, segundo sua propaganda, se diz confiável, segura, responsiva e de retirada rápida mas me bloqueou e inventou que eu cometi irresponsabilidades sem eu tê-lo feito, o que acredito que tenha sido feito (o bloqueio) para não me pagarem o valor ganho.

Conto com a ajuda de vocês para resolver esse problema, afinal de contas se a plataforma Aposta1 se coloca como idônea, o fato de reter o meu valor ganho e me bloquear para que eu não o retire, deve por obrigação, compreender que propaganda enganosa no Brasil, é crime.

Dear Tiago02,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Aposta1 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Could you please share the communication in which the casino justifies why they blocked your account? My email is tomas@casino.guru
• Have you completed account verification in the casino?

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,

Tomas

Good morning Tomas.

Thank you for your return and, in response to your previous email:

1. I have been an Aposta1 player for over 1 year.

2. I was blocked on January 29th.

3. I checked and sent everything requested by Aposta1 casino.

4. They did not give me any justification for confiscating my winnings. They just blocked me and when I sought support, they sent me an email saying that I committed irregularities and that my account was permanently blocked without any right to review. (The email sent to me is attached).

During this period, from January 29th until now, I have been trying in every way to get them to pay the amounts that are rightfully mine.

I count on your help.

Grateful.

Bom dia Tomas.

Agradeço pelo seu retorno e, respondendo ao seu e-mail anterior:

1. Sou jogador do Aposta1 a mais de 1 ano.

2. Fui bloqueado no dia 29 de janeiro.

3. Fiz a verificação e enviei tudo que me foi pedido pelo casino Aposta1.

4. Eles não me deram justificativa nenhuma sobre o confisco dos meus valores ganhos. Apenas me bloquearam e quando eu procurei o suporte, me enviaram um email dizendo que cometi irregularidades e que minha conta estava bloqueada em definitivo sem nenhum direito a revisão. ( Encontra-se em anexo o e-mail que me foi enviado).

Durante esse período, do dia 29 de janeiro para cá, eu venho procurando de todas as formas para que eles paguem os valores que são meus por direito.

Conto com a ajuda de vocês.

Grato. 

Thank you very much, Tiago02, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Tiago02 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Aposta1 Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help the player receive their winnings.

Thank you!

Good evening Peter.

Thank you for your willingness to help me with the Aposta1 platform to redeem my winnings.

Boa noite Peter.

Agradeço sua disponibilidade em me ajudar junto a plataforma do Aposta1 a resgatar os meus ganhos.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter