Brazino777 Casino MX - El jugador afirma que el pago se ha retrasado.

I request the urgent intervention of Casino Guru regarding the unjustified withholding and confiscation of funds by the Brazino777 casino, totaling $249,561.47 MXN. My gaming account is under the name Ana Cecilia Esmeralda Ibarra and is currently 100% verified by the casino's security department.

Key points of the dispute:

Origin of the problem: The casino froze my initial withdrawals, claiming it was necessary to verify a virtual card issued by the Spin by OXXO financial app. This virtual card was deactivated and deleted by the bank for security reasons, making it impossible to record a video of it.

Documentation compliance: On June 14, 2026, I emailed (through their official Zendesk support system) my global account statements in PDF format signed by Santander and Spin by OXXO, fully demonstrating my identity and ownership of the deposited funds.

Internal support validation: Support agent "Antony G." received the passwords for the PDF files and the technical tracking data (Authorization 093260, Affiliation 00000000891 via the merchant KSKVINTERA001). The agent committed to having the "responsible sector" perform a manual validation of the bank trace within 24 hours.

Confiscation of funds and system contradictions: After the deadline passed, the casino did not respond. Instead, the system massively rejected all my withdrawal requests from June 19th and 20th, 2026 (reference numbers visible in screenshots such as 15005516 for $50,000 MXN, 15005550 for $10,000 MXN, among others), falsely applying the "Insufficient Funds for Withdrawal" status and emptying my game balance to only $0.17 MXN.

Proof of pre-existence: The fact that the casino system generated legitimate withdrawal slips for amounts of $50,000 MXN on those dates mathematically proves that the balance existed in my account. Currently, if I try to generate a withdrawal without a balance, the system completely blocks the option and does not generate any slips.

I explicitly requested a detailed history of my bets, winnings, and losses from the support agent "Piero" to trace my money, but they refused to provide it. There is no record of any games played or bets placed by me that justifies the disappearance of my $249,561.47 MXN. I demand the full restitution of my legitimate winnings through this arbitration process, as the casino is acting in bad faith by withholding the money of a fully verified user. I couldn't upload all the screenshots of the conversation that prove everything I'm saying; I'm available if you'd like me to send them to you.

Solicito la intervención urgente de Casino Guru ante una retención y confiscación injustificada de fondos por parte del casino Brazino777, por un monto total de $249,561.47 MXN. Mi cuenta de juego se encuentra bajo el nombre de Ana Cecilia Esmeralda Ibarra y actualmente está 100% VERIFICADA por el departamento de seguridad del casino.

Puntos clave de la disputa:

Origen del problema: El casino congeló mis retiros iniciales argumentando la necesidad de verificar una tarjeta virtual emitida por la aplicación financiera Spin by OXXO. Dicha tarjeta virtual fue dada de baja y eliminada por la institución bancaria por motivos de seguridad, haciendo imposible grabar un video de ella.

Cumplimiento de documentación: El día 14 de junio de 2026, envié por correo electrónico (a través de su sistema oficial de soporte Zendesk) mis estados de cuenta globales en formato PDF firmados por Santander y Spin por OXXO, demostrando plenamente mi identidad y la titularidad de los fondos depositados.

Validación del soporte interno: El agente de soporte "Antony G." recibió las contraseñas de los archivos PDF y los datos técnicos de rastreo (Autorización 093260, Afiliación 00000000891 a través del comercio KSKVINTERA001). El agente se comprometió a que el "sector encargado" realizaría una validación manual del rastro bancario en un plazo de 24 horas.

Confiscación de fondos y contradicciones del sistema: Tras cumplirse el plazo, el casino no emitió respuesta. En su lugar, el sistema rechazó masivamente todas mis solicitudes de retiro de los días 19 y 20 de junio de 2026 (Folios visibles en capturas como el 15005516 por $50,000 MXN, 15005550 por $10,000 MXN, entre otros) aplicando falsamente el estatus de "Fondos insuficientes para retiro" y vaciando mi balance de juego a solo $0.17 MXN.

Prueba de preexistencia: El hecho de que el sistema del casino haya generado folios de retiro legítimos por montos de $50,000 MXN en esas fechas demuestra matemáticamente que el saldo existía en mi balance. Actualmente, si intento generar un retiro sin saldo, el sistema bloquea la opción por completo y no genera folios.

Solicité explícitamente al agente de soporte "Piero" el historial detallado de mis apuestas, ganancias y pérdidas para verificar el rastro de mi dinero, pero se negaron a proporcionarlo. No existe ningún registro de juego ni apuestas realizadas por mi parte que justifique la desaparición de mis $249,561.47 MXN. Exijo la restitución total de mis ganancias legítimas mediante esta vía de arbitraje, ya que el casino está actuando de mala fe reteniendo el dinero de una usuaria completamente verificada. No pude subir todas las capturas de conversación que tengo pruebas de todo lo k digo quedó a su orden si gustan para mandárselas

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Dear ANNYIBARRA,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi, Karla.

Thank you so much for your response and for following up on my case. I confirm that I have absolutely all the necessary documents and evidence to support my claim.

I have in my possession:

Screenshots of legitimate withdrawal slips generated by the system for an amount of $50,000 MXN.

Evidence of the total balance claimed of $249,561.47 MXN that completely disappeared from my account.

The transcript/screenshots of the conversation with the support agent "Piero", where he refuses to provide me with my detailed game history.

Additionally, I want to formally record the chronology of the blockade and the evasive and impossible tactics used by the casino:

Systematic blocking: From June 11th to June 21st, the casino consecutively canceled all my withdrawal requests, citing "details regarding requirements." Eventually, after my entire balance disappeared, the system began displaying the "insufficient funds" message.

Demand for an impossible document (Spin Virtual Card): The casino insisted on demanding a statement of account exclusively for a virtual card ending in 1521. I showed them and sent the official email from the Spin by OXXO application indicating that said virtual card was already blocked and could no longer be used.

Evidence of Spin support: I also attached screenshots of my conversation with Spin support agents, where they explained verbatim that the virtual card does not generate separate documentation, but that transactions are linked to the main physical account (which I did send them). The casino deliberately ignored this and continued demanding a non-existent document as an excuse not to pay.

Casino system failure: The casino system never deducted the money from my overall balance when I made a withdrawal request, leaving it untouched despite having the issued receipts. This demonstrates serious flaws in their own platform for which I am not responsible.

The casino acted in total bad faith, using a circular technical support system to withhold and subsequently make my legitimate funds disappear.

I await your instructions on which Casino Guru email address or method I can use to send you all these test folders.

Thank you so much for your support.

Hola, Karla.

Agradezco mucho tu respuesta y el seguimiento de mi caso. Confirmo que cuento con absolutamente todos los documentos y la evidencia necesaria para respaldar mi reclamación.

Tengo en mi posesión:

Las capturas de pantalla de los folios de retiro legítimos generados por el sistema por un monto de $50,000 MXN.

Pruebas del saldo total reclamado de $249,561.47 MXN que desapareció por completo de mi cuenta.

La transcripción/capturas de la conversación con el agente de soporte "Piero", donde se niega a proporcionarme mi historial detallado de juego.

Adicionalmente, quiero hacer constar formalmente la cronología del bloqueo y las tácticas evasivas e imposibles que usó el casino:

Bloqueo sistemático: Del 11 de junio al 21 de junio, el casino me canceló consecutivamente todas mis solicitudes de retiro bajo el argumento de "detalles en los requisitos". Al final, tras desaparecer mi saldo total, el sistema empezó a arrojar el mensaje de "fondos insuficientes".

Exigencia de un documento imposible (Tarjeta Virtual Spin): El casino se empecinó en exigir un estado de cuenta exclusivo de una tarjeta virtual terminación 1521. Yo les demostré y envié el correo oficial de la aplicación Spin by OXXO donde se indicaba que dicha tarjeta virtual ya estaba bloqueada y no se podía usar más.

Evidencia de soporte de Spin: También les adjunté las capturas de mi conversación con los agentes de soporte de Spin, donde me explicaron textualmente que la tarjeta virtual no genera documentación independiente, pero que los movimientos están ligados a la cuenta física principal (la cual sí les envié). El casino ignoró esto deliberadamente y siguió exigiendo un documento inexistente como excusa para no pagar.

Falla del sistema del casino: El sistema del casino jamás descontaba el dinero de mi saldo general al generar una solicitud de retiro, manteniéndolo intacto a pesar de tener los folios emitidos. Esto demuestra fallas graves en su propia plataforma de las cuales no soy responsable.

El casino actuó de total mala fe, usando un soporte técnico circular para retener y posteriormente esfumar mis fondos legítimos.

Quedo a la espera de que me indiques por qué medio o correo electrónico de Casino Guru puedo hacerte llegar todas estas carpetas de pruebas.

Muchas gracias por su apoyo.

From November 11th to 22nd, the Brazino777 casino did not respond to my daily withdrawal requests. They kept asking for a statement from a virtual card, and the withdrawal requests were "awaiting processing" and then canceled due to discrepancies in the requirements. On the 20th, they indicated insufficient funds for my requested withdrawals. That was all; the casino did not respond to my inquiries about the issue.

I sent all the documentation they asked for. They asked me for it daily, 5 to 7 times a day, it was the same thing. On Sunday, November 21st, I got annoyed because I had my husband download the casino game and he deposited money into the casino with one card and won, withdrawing to another card. I did this to see if they were only asking me for so many documents or if it was everyone in general. I sent a message to the casino asking if they were only asking me for so many documents to be able to withdraw or if it was in general, and they answered me. It's very clear that this applied to everyone without exception, that it wasn't just a whim of the casino. Doing this to one person, but to everyone in general, is further proof that their response is a blatant lie. I just verified this with my husband; he withdrew and they didn't ask him for any of the things they asked me. They even made it very clear that if I deposited with a card, I had to withdraw with the same card, which is also untrue. My account balance is zero, and my withdrawals are being returned with an "insufficient funds" response. The casino has clearly refused to give me what I won. My play was fair, without bonuses or anything the casino gave me. I deposited my own money to start playing.

El casino Brazino777 desde el día 11 asta el día 22 de noviembre no me dió ninguna respuesta a mis retiros diarios fue lo mismo pedían estado de cuenta de una tarjeta virtual las solicitudes de retiro fueron "en espera de ser prosesado",cancelado por los detalles en los requisitos,al día 20 me pidieron en mis retiros solicitados fondos insuficiente eso fue todo el casino no me dió ninguna respuesta tras aver yo pedido información de dicho echo .

Yo mandé toda documentación que me fue pedida me lo pedían diario de 5 a 7 veses al día era lo mismo ,el domingo 21de noviembre yo me moleste puesto que puse a mi esposo a descargar el juego del casino y el recargo al casino con una tarjeta y ganó retiro a otra tarjeta yo lo Ise con el fin de ver si solo a mi me estaban pidiendo tanto documento o era a todos en general mandé un mensaje al casino pregunto si solo a mi me estaban pidiendo tanto documento para poder retirar o era en general,ellos me contestaron. Muy claro que esto era en general a todos sin esepcion que no era un capricho del casino Aser esto con uno persona que era a todos en general y pues aquí está también otra prueba más de que es vil mentira su respuesta yo lo acababa de comprobar con mi esposo retiró y no le pidieron nada de esto que me pidieron a mi incluso dejo muy claro que si recargaba con una tarjeta con esa misma se tenía que retirar y también es algo que no es verdad .mi cuenta está en ceros y mis retiros con respuesta de saldo insuficiente el casino claramente se ah negado a darme lo que yo gané mi juego fue limpio sin bonos ni nada k me aiga dado el casino yo recargue de mi dinero para iniciar el juego

Dear ANNYIBARRA,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, Karla

They continue to avoid my situation

Hola;Karla

Siguen evadiendo mi situación

Dear ANNYIBARRA, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear ANNYIBARRA,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru