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The site promised to reopen my account, and now it has closed my account! Without any reason, it hasn't provided the payment as promised, and there's been no explanation for why my account was closed. The site has taken 4152 reais, and it seems they won't pay me back! I reached out to IBAS and they directed me to come to you.

I'm trying to ask for your help, and you simply refuse me.

O site fez a promessa de reabrir minha conta, e agora fechou minha conta! Sem motivos, não me forneceu o pagamento como foi o prometido, e também não deu explicação sobre qual motivo encerrou minha conta, o site sumiu com 4152 reais, e pelo visto não vai me pagar! Entrei em contato com ibas e o mesmo me pediu para vim até vocês.

Eu tento pedir ajuda a vocês e vocês simplesmente me nega

Dear ivanvidalx,

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 clarify your situation.

Have you received any email after your account was closed? If so, please forward it to me at veronika.l@casino.guru.

Could you please specify what types of games you played? Were they slots, live casino games, or did you make bets on sports?

Did you play with or without a bonus?

Could you kindly 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