BetinhoBet Casino - La cuenta del jugador ha sido cerrada y se le ha denegado el acceso.

Good afternoon, yesterday I entered a casino via a publication I saw on Instagram, it seemed to be an eligible casino with several publications on Instagram, I registered and deposited 30 reais, I got 3000 when I went to withdraw the amount asked to perform KYC variation I sent the documents and they refused I tried again and until then I was waiting for approval, I went to continue playing while waiting and the games just didn't come in, I decided to leave the account to enter again and my account didn't come in anymore I couldn't talk to anyone there is no support, I sent a message on WhatsApp and no one answers. Please help me solve this

Boa tarde, ontem entrei em um cassino via publicação que vi no Instagram, parecia ser um cassino elegível com várias publicações no Instagram, me cadastrei e depositei 30 reais , consegui faz 3000 quando fui sacar o valor pediu pra realizar variação do KYC enviei os documentos e recusaram tentei novamente e até então estava aguardando aprovação, fui para continuar jogando enquanto aguardava e os jogos simplesmente não entravam , resolvi sair da conta para entrar novamente e minha conta não entrou mais não consegui falar com ninguém não tem suporte, mandei mensagem no WhatsApp e ninguém responde. Por favor me ajude a resoolver

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Do you see any errors or warnings when you try logging into your casino account?
• Has the casino specified whether your documents were approved for the KYC verification?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good evening, when I go to access my account I get a login error but I know it's right, I put in forgot password they say they'll send it by email to make the change and they don't send it, there's no support I can't talk to anyone, I used to play slot games, I couldn't withdraw money and now I can't log into my account and I can't talk to anyone, there's no way of knowing if they've approved the documents because the account doesn't log in anymore

Boa noite, quando vou para acessar minha conta aparece erro de login porém sei que está certo , coloco em esqueci a senha falam que vão mandar por.email pra fazer a alteração e não mandam, não tem suporte não consigo falar com ninguém, eu jogava os jogos caça niqueis, não consegui fazer saque e agora não consigo entra na minha conta e não consigo falar com ninguém, não tem como saber se aprovaram os documentos por que não entra a conta mais

Have you made sure to enter your login information correctly?

Do you have any emails or other evidence that you previously had an account in this casino and could access it without any issues?

If so, kindly forward me all the evidence and communication with the casino regarding the problem you're experiencing at veronika.f@casino.guru. Thank you for your cooperation.

Hello, everything is fine but the account doesn't log in. They send me emails saying I've won free spins but when I log in I don't get in. I send them a message via their email and nobody replies.

Olá, sim esta tudo certo porém a conta não entra. Me enviam e-mails dizendo que ganhei giros grátis mas na hora de entrar não entra mando mensagem pelo e-mail deles e ninguém responde

I really want to sort it out as soon as possible, please help me because I don't want to lose the money I put in and spent all night playing.

Quero muito resolver o quanto antes , por favor me ajudem pois não quero perder o dinheiro que coloquei e fiquei a noite toda jogando

I saw that the .BR is not listed on the site

Vi que o não consta o .BR no site

Hello tayberens12,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your replies. However, I have not received any emails from you yet. Kindly forward me all the communication with the casino regarding the problem you're experiencing at veronika.f@casino.guru. Thank you for your cooperation.

I sent you an e-mail with the prints

Enviei um e-mail com os prints

Thank you very much, tayberens12, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you tayberens12 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BetinhoBet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 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,

Peter