I opened an account on this platform by the recommendation of my daughter, made a few deposits, and on the last deposit I had a gain of R$ 2600,00 and requested my withdrawal.

Today when I logged into my account to check the status of my withdrawal, I was simply banned based on the claim that I am a non-existent person. This happened without even asking for verification of my account! I am willing to send all the necessary documentation proving that I am a real person.

This is an outrage! I hold accounts on other platforms and I have never experienced anything like this before!

I would like a solution to this inconvenience!

Fiz uma conta nessa plataforma por Indica??o da minha filha, fiz alguns depósitos e no último depósito tive um ganho de R$ 2600,00 e solicitei meu saque.

Hoje ao entrar na minha conta para verificar o status do meu saque, simplesmente eu fui banida pela alega??o que eu sou uma pessoa que n?o existe, isso sem ao menos pedirem a verifica??o da minha conta! Estou disposta a mandar toda a documenta??o comprovando que eu sou uma pessoa real.

Isso é um absurdo! Tenho conta em outras plataformas e nunca passei por algo parecido!

Gostaria de uma solu??o para esse transtorno!

Dear Patriciagoess,

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 how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to [email protected]. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon Petronela!

I made the account a few months ago, but I only started betting more frequently in December 2023. I made approximately 5 deposits, all of which I used the bonuses available for my account, on the "promo and actions" page of the site.

In this last deposit I did not activate the bonus, but I bought a package in the store they have available, with 35 spins on the Book of Piramide game. I saved a sum of around R$500.00, money that was also converted into bonus money. You needed to bet an amount of R$25,000.00 for this money to be converted into a real balance. At first I believed it was impossible, that it would just be money that would stay there for "fun", but after playing A LOT I managed to revert the balance to real money. And the amount of R$ 2,600.00 was left.

Most of the games I played were SLOTS, but I believe I played some live games too (bingo and roulette).

It seems to me a strange attitude from the casino to claim that I am a fraudulent person without at least asking me to confirm my identity, all deposits made through the platform came from my bank account. In other words, if there was any doubt regarding my identity, why didn't they ask for it as soon as I made my first deposit? It was necessary to have a gain for them to have this behavior. This seems like a scam on their part!

My daughter and her wife recommended the casino to me, they told me that it would take a while for me to receive the winnings, but I really didn't believe I could go through that situation!

I am disappointed!

Many thanks to the Guru Casino team for their support

Boa tarde Petronela!

Fiz a conta a alguns meses, porem só comecei a apostar com mais freguencia no mês de dezembro de 2023. Fiz aproximadamente 5 depositos, todos eu usei os bonus disponiveis para minha conta ,na pagina "promo e a??es" do site.

Nesse ultimo deposito n?o ativei o bonus, mas comprei um pacote na loja que eles tem disponiveis, de 35 giros no jogo Book of Piramide. Juntei um montande de uns R$ 500,00, dinheiro esse que foi revertido em dinheiro bonus também. Precisava apostar um valor de R$ 25000,00 para que esse dinheiro fosse revertido em saldo real. A principio acreditava que fosse impossivel, que seria apenas um dinheiro que ficaria ali por "divers?o", mas depois de jogar MUITO consegui reverter o saldo para dinheiro real. E sobrou o montante de R$ 2.600,00.

Os jogos que joguei na sua grande maioria foram SLOTS, mas acredito que tenha jogado alguns jogos ao vivo tambem (bingo e roleta).

Me parece uma atitude estranha do casino que afirme que sou uma pessoa fraudulenta sem ao menos me pedisse a confirma??o da minha identidade, todos os depositos feitos pela plataforma partiram da minha conta bancária. Ou seja, se existia alguma duvida referente a minha identidade por que n?o solicitaram assim que fiz meu primeiro deposito? Foi necessário ter um ganho para que eles tivessem esse comportamento. Isso me parece um golpe por parte deles!

Minha filha e a sua esposa me indicaram o casino, me falaram que demoraria um pouco para que eu recebesse o valor ganho, mas eu realmente n?o acreditava que pudesse passar por essa situa??o!

Estou decepcionada!

Muito obrigada a equipe do Guru Casino pelo suporte

Thank you very much, Patriciagoess, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([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.  

Hello, Patriciagoess,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Mr Bet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Mr Bet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the account been banned? What steps should the user take to unblock the account and withdraw her disputed winnings?

If the KYC/verification has not started, could the casino let her fully verify herself?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address ([email protected]).

Thank you in advance for providing the information.

Dear Branislav,

The user's account was blocked for violation of our rules and conditions clause 9.1.2. Only one account is allowed per person. Winnings may not be collected on accounts opened under false names or on multiple accounts opened by the same person;

?

We kindly ask you for additional time to gather supportive evidence for violation. 

There is also an account that remains open as an exception and the user can continue to use it.

Thank you for the explanation, Mr Bet Casino team.

Feel free to send the relevant evidence to my email mentioned above.

Looking forward to hearing from you.

Good afternoon,

I would like the casino to inform me what the other account is, because I only have one open account on the platform!

I only had the account that was blocked registered with my CPF and I only made deposits through that account!

Boa tarde,

Gostaria que o casino me informasse qual é a outra conta, por que eu só tenho uma conta em aberto na plataforma!

Só tinha a conta que foi bloqueada cadastrada em meu CPF e só fiz deposito por essa conta!

Dear Branislav,

We apologize for the extended waiting period. Rest assured, we have sent an email containing the necessary proof of violation of our rules and conditions. We sincerely appreciate your attention to this matter in advance.

Dear Patriciagoess,

I was provided with sufficient evidence confirming the casino's claims and decision.

After gathering and reviewing all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - registration and use of multiple accounts and bonus abuse. There are reasonable grounds to believe there were at least 3 linked accounts at the casino used by 1 person, claiming and using bonuses, which seriously violates the casino's rules and bonus rules. Unfortunately, based on the provided, it would be very difficult or even impossible to prove anything else, especially if there are so many matches and similarities in the data and way of play.

The casino acted correctly and in accordance with its terms and conditions.

As a gesture of goodwill, the casino left one of the linked accounts open and ready to use, but not this disputed one. However, complying with the casino's Terms and Conditions is strictly required and other violations will not be tolerated.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at [email protected].

Thank you very much, Mr Bet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, www.kpvfaw.com