I deposited 40 reais in the casino and they blocked my account after I used a bonus coupon.

The casino doesn't have any customer support or a page for communication.

They have a Telegram channel where they keep releasing coupons, but there's no way to contact them.

I have never been able to communicate with them.

Dear Jackanrick,

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.

Could you please send me the link or the screenshot of the bonus you took?

Have you finished the wagering requirements of the bonus, or was your account blocked before you managed to finish wagering?

Could you kindly advise if you passed the KYC verification? Have you made any successful withdrawals before?

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

Good morning!!

I can't send screenshots from my account because it has been blocked, but I am sending screenshots from their Telegram channel where they send the coupons

I met all the requirements and the account was blocked after the withdrawal request

The casino did not ask for KYC validations, only cell phone and email. Some people made successful withdrawals at the casino, and so others went to take advantage of the promotion. However, on our turn, they blocked the accounts

But they continue to send promotions and attract people, they also post a lot on Instagram

Is there any message displayed when you attempt to log into your account? Have you received any explanation for the block on your account?

I didn't receive any explanation

The message I receive is this attached, blocked user only

I have friends who have an account and are depositing and withdrawing normally at the casino

Thank you very much, Jackanrick, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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 Jackanrick,

Unfortunately, we must close this case as unresolved due to the inability to contact the casino. As mentioned in our previous communication, all provided email addresses for the casino are invalid. Without cooperation from the casino, we are unable to understand the specifics of your issue and provide a resolution.

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,

Kubo