el casino de hielo me bloqueó

They blocked me without explaining why, I just want my money

Me bloquearam sem explicar o por que, so quero meu dinheiro

Hi, have you played with a bonus? Isn't it possible that you breached some terms and conditions?

They really block, if you profit, they block you, let's publicize this force

https://youtu.be/4I-E-vAWN8g?si=nxSlaLa0APfqU04N

Eles bloqueiam mesmo, se vc lucra te bloqueiam vamos divulgar essa força

https://youtu.be/4I-E-vAWN8g?si=nxSlaLa0APfqU04N

I don't think this needs to be shared everywhere, and it should be noted that the casino only took you out of the bonuses and didn't block your account. So I think you need to say the correct inofrmation. 

i already have a complaint open ,,,, i had my account open approved by them i had already made considerable withdrawals until the day i got 140 thousand and out of nowhere they blocked my account because of the name.... and it was verified by them ...

and they offered me 5000 thousand to unblock the account ...... they don't want to pay just that....

i have an open complaint here at guru i have the account unblocked but no money i have a print of them in the chat confirming that they made a mistake in the verification

They only make problems when it comes to paying .... I said in the chat to unblock the account and put the name right and they did it, changed the name, put it wrong again and gave 5000 complimentary ...

I've now opened a complaint to see what happens...

eu ja tenho uma reclamação aberta ,,,, tinha minha conta aberta aprovada por eles tinha já feito levantamentos consideráveis ate dia que me saiu 140 mil e do nada bloquearam a minha conta por causa do nome.... e estava verificada por eles ...

e ofereceram 5000 mil para eu desbloquear a conta ...... nao querem pagar somente isso....

tenho reclamação aberta aqui no guru tenho a conta desbloqueada mas sem dinheiro tenho print deles no chat a confirmarem que eles erraram na verificação

Somente arranjam problemas quando é para pagar .... eu disse no chat para desbloquear conta e por nome direito e eles assim fizeram mudaram o nome colocaram mal outra vez e deram 5000 de cortesia ...

estou agora com reclamação aberta a ver no que vai dar ...

Our complaint team will do everything possible to help, of course. Please be patient as we investigate the case.

Yes romi I know and thank you I was just sharing my experience with that player above since it was in the same casino thanks for everything

Sim romi eu sei e agradeço só estava partilhar minha experiência com esse jogador acima visto que foi no mesmo casino obrigado por tudo

Yes, it's good that you shared your experience, and I sincerely regret how things are at the moment. I hope everything will be explained and turn out well. As Romi said, we'll wait to hear what the team investigating the situation has to say.

But I have a question. When you talk about your name, did you enter something incorrectly during registration? Did you ask them to correct it when it happened, and did they do so, and when you won, did you say that they rewrote it so that there would be a mistake?

Good morning the registration asked for my name I put Paulo because my name is Paulo

The account was successfully verified I played for a long time, everything ok with the account I made withdrawals of 2000 euros several times according to the print sent only when the 140 thousand came out they blocked it and say that the name is incomplete...

They blocked the account and said that if I unblocked it and had access, I'd lose everything I had and that they were going to correct the name.

I told them via chat to unblock the account and put my name on it and that I wasn't going to give up the 140,000 euros because without an account I don't have access to the evidence either.

I gave my correct name Paulo Tiago Alves Silva

They put Alves da Silva Paulo Tiago

In other words, they put it wrong...

In short, I have a verified account approved for low withdrawals, when I withdraw a high prize they block it.

Bom dia no cadastro pedia meu nome eu coloquei Paulo pois o meu nome é Paulo

A conta foi verificada com sucesso joguei durante muito tempo , tudo ok com a conta fiz levantamentos de 2000 euros várias vezes conforme print enviados só quando saiu os 140 mil eles bloquearam e dizem que nome está incompleto...

Bloquearam a conta e dizem para desbloquear e ter acesso ia perder tudo e tinham e que iam corrigir nome

Eu disse-lhes por chat o seguinte para desbloquear a e colocarem o nome e que não ia desistir dos 140 mil euros porque sem conta também não tenho acesso às provas

Dei meu nome correto Paulo Tiago Alves Silva

Eles colocaram Alves da Silva Paulo Tiago

Ou seja tornaram colocar mal ...

Resumindo tenho uma conta verificada aprovada para levantamentos baixos quando saí prêmio alto bloqueiam

I understand what you're saying, we'll try with the casino too, since I saw that they responded, clarify the situation, and hope that it will be resolved fairly.

I'll keep my fingers crossed for you.

I hope so too, because I know I've done everything right. Thank you for your help.

Eu também espero pois estou consciente que fiz tudo bem obrigado pela ajuda

They answered, but you haven't spoken for some time. Is everything all right with Stefan?

Eles responderam mas vocês já algum tempo que não se prenunciam estará tudo bem com Stefan ?

I wrote to him and told him that he would look into it as soon as possible, probably today.

Thanks for letting me know.🙂

ok i'll wait, he replied saying he's contacting the casino by email and the casino is already asking to confirm the email.

ok eu vou aguardar, ele respondeu dizendo que esta contactar por email o casino e o casino já se prenuncio pedindo para confirmar o email

Casino is wasting time and this has been going on for 3 months and what makes me angry is that I didn't do anything wrong, they checked the account was approved and only canceled me when the amount was high.

Casino esta perder tempo e isto já se alarga 3 meses e o que me faz ficar revoltado é que eu não fiz nada de errado, eles verificaram conta estava aprovada e só me cancelaram quando saiu valor elevado.

It's still being worked out, so let's just let it play out. I understand both your position and the casino's, and as for how it will turn out, I hope a decision will be made soon.

I too hope that the decision will be made because I know I've done nothing wrong and I know that the mediator will be doing his best but the weeks go by and so does time and it's distressing for me to see what they're doing to me

eu também espero que a decisão seja tomada pois eu sei que não fiz nada de errado e sei que o mediador estará fazer seu melhor mas as semanas passam e tempo também e é angustiante para mim ver o que me estão a fazer

Good evening I do not know what is going on casino guru has already extended 2 x response time we are going for the third time and I have no more information about the case is everything ok with Stefan ?

I have already sent him an email and I have no reply thanks for your attention

Boa noite eu não sei o que se passa casino guru já prolongou 2 x tempo de resposta já vamos para terceira vez e não tenho mais informações sobre o caso estará tudo bem com Stefan ?

Já mandei email para ele e nao tenho respostas obrigado pela atenção

Hello, in the complaint I found an explanation that Stefan has been on vacation. Do not worry, please; there is a system that prevents unavoidable delays. In case Stefan could not get back, someone else would take care of the player. I understand it is a complication, but please stay patient. My colleagues won't forget.