Subject: Complaint about unfair blocking and request for balance release

Dear Sirs,

I would like to express my deep dissatisfaction with the unfair blocking of my account on your platform. I am a regular operator and have never violated any rules or terms of use. However, I was surprised by the complete blocking of my account, without any explanation or prior warning.

The most serious thing is that I have a balance of approximately R$300 withheld, which is the result of bets placed legitimately and honestly. If it were a temporary limitation, I would understand - but a total block, without justification and without access to proper support, is an unacceptable and disrespectful attitude towards those who trust the platform.

Another point that causes me dissatisfaction is the excessively long payment period. While other bookmakers make withdrawals instantly, this platform takes 3 to 5 working days, which I consider incompatible with current industry standards.

I therefore demand

1. the immediate release of my balance, which is my right.

2. More transparency and agility in withdrawal times, as is the case with competitors in the sector.

If this situation is not resolved urgently, I reserve the right to take appropriate legal action

Dear Erico395,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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.  

Best regards,  

Katarina

Good morning

my games were in sports betting in soccer and e-basketball

no account verification was requested

I did not use any bonuses, I have no active bonuses in my account.

Good morning friends

mine were sports bets on soccer

the verification was not done because it was not requested from Cassino.

I have not accumulated any bonuses, my account has no active bonuses.

Good morning my friends just dropping by to thank you for your excellent work the withdrawal was processed after I spoke to you thank you very much for your help????

Good afternoon my account is still blocked

Dear Erico395,

thank you for your reply.

I am glad you have received your withdrawal.

Are there any funds left in your player's account?

Looking forward to your reply.

Katarina

Good afternoon

yes still have funds in the account almost 200,00 reais still blocked there and wanted to receive

Dear Erico395,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

good morning

I didn't get any

email, nor did I take a print, because the account was working normally and out of nowhere the block came, I can still take a print to see and send it

Dear Erico395,

thank you for your reply.

Do I understand correctly that you have not contacted casino regarding the blockage of your account whatsoever, please?

Have you not emailed them requesting your last withdrawal, please?

Looking forward to your reply,

Katarina