I am very afraid to make a deposit because this casino has a high level of complaints, and I believe I might incur a loss.

I would like a guarantee. I have 2,000 dollars that I won with a bonus, but the bonus hasn't been converted into real balance yet, making my account show a useless amount of money since I can only withdraw 100 to 150 dollars. I am not confident in making a deposit to withdraw my winnings. I ask you to correct these errors.

Estou com muito medo de fazer o depósito porque esse cassino tem um nível de reclama??es muito grande e acredito que posso tomar prejuízo,

Queria uma garantia. Tenho 2 mil dólares que ganhei com b?nus, o b?nus n?o convertido no saldo real, ent?o sua conta fica volume de dinheiro inútil já que só tenho direito a 100/150 dólares. N?o estou confiante em depositar , para conseguir resgatar, pe?o a vocês que corrigir estes erros.

Dear sebastiaox99,

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 kindly advise what type of bonus you took? Was it a deposit bonus or a free, no-deposit bonus? Please send me the exact link or the screenshot of the bonus you accumulated your winnings with.

Have you made any deposits into this casino before?

Could you please confirm if you passed the full KYC verification?

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

It's a very confusing, or biased casino

all the information that was requested, the basic information, was provided,

at the time of withdrawal, no documentation is required anywhere on the casino website documentation is required, perhaps through chat I believe, I fulfilled all the bonus requirements but a value was generated a balance of $2000 is confusing because you only have the right to withdraw up to 150 dollars but this balance is never converted into the real value, it remains there, at the time of withdrawal I can enter a higher amount which is still accepted so the withdrawal starts, but it remains in the status of not processed forever.

It's very confusing and I know that today online casinos are the highest level of fraud in the world.

Brazilian casinos normally require documentation as soon as you request a withdrawal, and all amounts are automatically converted giving you the option to withdraw or not.

First of all, I am a person who has had a lot of problems with games, I was extremely addicted and had huge losses in my life but I managed to solve it. Today I have total control over what I play and how much I play and I managed to solve this problem, today I play as little as possible. and with complete safety, I always try to be safe in all the amounts I deposit so that I can't have any more losses...

in addition to a great knowledge about the casinos you acquire, how the entire system works.

I'm always trying to help people who have gaming problems.

I wanted to send a message that would be visible to all casino guru users thanking them for the great work they do, intervening and helping people at casinos who make mistakes all the time and never accept their mistakes, causing losses to customers.

é um é um cassino muito confuso, ou tendencioso

todas as informa??es que foram pedidas que as informa??es básicas, foram fornecidas,

na hora do saque , n?o exige nenhuma documenta??o em nenhum local do site do cassino se exige documenta??es, talvez através do chat acredito, eu cumpri todas as exigências do b?nus mas foi gerado um valor um saldo de $2000 é confuso porque tem só tem o direito de retirar até 150 dólares mas esse saldo n?o é convertido no valor real nunca , ele fica lá existente, na hora do saque que eu posso colocar um valor maior que mesmo assim é aceito ent?o o saque é iniciado, mas fica com o status de n?o processado para sempre.

é muito confuso e sei que hoje que os cassinos online s?o o maior nível de fraude no mundo.

Os cassinos brasileiros normalmente exige documenta??es assim que você vai pedir o saque, e todos os valores é automaticamente convertidos te dando a op??o de sacar ou n?o.

Antes de mais nada eu sou uma pessoa que já teve muito problema com jogos,era extremamente viciado tendo enormes percas na minha vida mas consegui resolver hoje tenho totalmente o controle sobre o que jogo e quanto jogo e consegui resolver esse problema, hoje jogo mínimo possível e com toda seguran?a, sempre procuro ter seguran?a em todos os valores que eu fa?o o depósito para que n?o possa ter mais prejuízo...

além de um grande conhecimento sobre os cassinos que adquirir, de todos os como funciona todo o sistema .

sempre estou tentando ajudar as pessoas que têm problema com jogos.

eu queria mandar uma mensagem que ela ficasse visível para todos os usuários do cassino guru fazendo um agradecimento pelo ótimo trabalho que é feito, intervir e ajudar as pessoas junto aos cassinos que cometem erros a todo tempo e nunca aceita seus erros causando prejuízo ao clientes.

I understand your cautious approach. Could you please specify if you tried requesting a withdrawal of your winnings?

Have you tried contacting customer support regarding the payout?

Yes, I requested them claiming that I had to make a deposit beforehand, I had to bet the amount I deposited a few times,

That's fine with me and they'll pay me if I do this.

Sim solicitei eles alegando que tinha fazer depósito antes, ter apostar algumas vezes o valor depositei,

Tudo bem a minha e se v?o me pagar se fazer isso.

If you played with a no-deposit bonus, these bonuses often come with a cap on the maximum possible winnings. Also, the bonuses can be paid out only after the player makes a verification deposit.

Please send me the link to the bonus you took as well as all the communication between you and the casino that could be relevant to the investigation of your case. My email address is [email protected]. Thank you.

Dear sebastiaox99,

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.