Se niega el retiro del jugador debido a una actividad inusual en la cuenta.

I made a deposit of 10 reals and began to play. I won, went to withdraw, and the casino claimed there was unusual activity on my account, suspending it and not allowing me to make the withdrawal. They said I needed to make a deposit of R$ 4999 to unlock my account so I could withdraw the full amount I'd won fairly.

Fiz um depósito de 10 reais e comecei a jogar. Ganhei, fui fazer o levantamento e o cassino disse que houve uma atividade anormal na minha conta, suspendendo a mesma e não permitindo que eu faça o levantamento. Disse que tenho que fazer um depósito de R$ 4999 para liberar minha conta e eu conseguir sacar todo o valor ganho honestamente

Dear delalexandre,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing.

I must caution you that no reputable and licensed casino would request players to send money in order for their winnings to be processed and paid out. The amount requested by the casino appears suspiciously high, and there's a risk that you may not receive the money back. I strongly advise against depositing any further funds into this casino.

However, I'd like to ask you a few questions to fully understand your situation:

Have you successfully withdrawn funds from this casino before?

Can you confirm if you have completed the KYC verification process?

Do you have any transcripts or screenshots of your communication with the casino's customer support regarding your suspended account and the request for sending money? If so, please forward them to me at veronika.l@casino.guru.

I hope we can work together to resolve this issue promptly. Thank you in advance for your cooperation.

Best regards,

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear delalexandre,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.