Esporte Bets Casino - La cuenta del jugador fue bloqueada después de solicitar un retiro.

I deposited 50 Reais in the casino and won bonus rounds, then I played and won an additional 16 Reais

I requested a withdrawal and they blocked my account, I can't get in touch with them

All I want is my 50 Reais back

Depositei 50 reais no cassino e ganhei rodadas bônus, joguei e ganhei mais 16 reais

Pedi o saque e bloquearam minha conta, não consigo entrar em contato com eles

Tudo que eu quero são meus 50 reais de volta

Dear wallisdocassino,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you accumulated your winnings with a deposit bonus, or did you win bonus rounds during a real-money game?

Have you received any explanation from the casino about the reason your account was blocked?

Could you please confirm if you passed the full KYC verification?

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

Best regards

Veronika

I got free spins on deposit of 50 reais

I ran them and they yielded 16

I rolled over in crash games and requested the withdrawal

The casino blocked me without explanation. When I open a chat with them and inform my CPF, they close

They didn't do kyc

Eu ganhei rodadas grátis no depósito de 50 reais

Rodei e elas renderam 16

Fiz o rollover em crash games e solicitei o saque

O cassino me bloqueou sem explicação. Quando abro chat com eles e informo meu CPF, encerram

Não fizeram kyc

Have you received any email from the casino after your account was blocked? Please forward me all the communication between you and the casino customer support that could be relevant to the investigation. My email address is veronika.l@caisno.guru. Thank you.

Good morning!

I did not receive any email communication, and casino support terminated any and all communication attempts I initiated with them as soon as I provided my CPF.

Bom dia!

Não recebei nenhuma comunicação por email, e o suporte do cassino encerrou toda e qualquer tentativa de comunicação que iniciei com eles assim que eu informava meu CPF.

Thank you very much, wallisdocassino, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.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 wallisdocassino,

I've attempted to establish communication with Esporte Bets Casino, but so far, my efforts have been largely unsuccessful. The only available channel seems to be the live chat, which unfortunately hasn't proven to be helpful in resolving this matter. Despite this, I managed to obtain the casino's email address from a live chat agent. However, it's registered with Gmail, which raises some doubts about its credibility. I've reached out to the casino via email, and now we'll have to wait and see if they respond.

Thank you in advance for your patience!

Ok thanks, I'll wait

Ok obrigado eu aguardo

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 understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jakub