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Hello, I come through this channel to complain about an unfair event with my account that was banned for a reason that I don't know what it is, there was my money there and I have proof of my deposits and I already made some withdrawals from the account and out of nowhere they banned my account with an accusation of misuse of the bonus being that I didn't even use the bonus in the account, I just made my bets on football and slot games, I am entitled to my money as a consumer and I would like to have my account back.

Olá venho através desse canal reclamar um acontecido injusto com minha conta que foi banida por um motivo que nao sei do que se trata tinha dinheiro meu lá e tenho provas dos meus depósitos e ja avia feito alguns saques na conta e do nada baniram minha conta com uma acusação de má uso do bonus sendo que nem usava bonus na conta apenas fazia minhas apostas em futebol e jogos em slot, tenho direito a meu dinheiro como consumidor e gostaria de ter minha conta de volta.

Dear Lais,

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 and if you’ve completed the account verification successfully? Have you redeemed any promotional offers from this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

it must have been about 3 to 4 months ago, I already made some withdrawals from my account, it went down normally, there I had an amount of more or less 4,083 to receive yet, but after many days of delay I went to enter and my account was blocked, I went to find out what I heard they said it was a bad use of a bonus or a slot, I don't know, but I made my money on bets and playing on normal slots.

deve ter uns 3 a 4 meses ja fiz alguns saques na minha conta caiu normal ai estava com um montante de mais ou menos 4.083 para receber ainda, so que depois de muitos dias de demora fui entra e minha conta estava bloqueada fui passar a saber oque ouve disseram que foi má uso de um bonus ou slot sei lá so que eu fiz meu dinheiro em apostas e jogando nos slots normals minha conta e verificada tbm a algum tempo ja nao estou entendendo oque ouve e eu tenho dinheiro lá tbm de deposito meu.

I just want to receive what is mine by right.

So quero receber oque e meu por direito.

Could you please forward any relevant communication to petronela.k@casino.guru? Thank you.

I sent the message to her email.

mandei a mensagem la no email.

I'm sorry, but I didn't receive any emails from you.

Dear Lais,

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.

Player's email message:

Hello, all right, I came through the casino guru website, I was trying to solve a problem with my account that was blocked with 4 thousand of mine and money deposited, I would also like to solve this. Then they asked to send a message to this email.

Player's email message:

Olá tudo bem vim através do site casino guru estava tentando resolver um problema com minha conta que foi bloqueada com 4 mil meu e dinheiro depositado também gostaria de esta resolvendo isso. Aí pediram para mandar mensagem nesse email.

Sorry for the misunderstanding. I didn't ask you to send a message to my email address, I requested any relevant communication between you and the casino to be forwarded to my email address. Please try again.

I already sent it so waiting for the answer

ja enviei la so aguardando a resposta

hello until today I have not had anything and I return from 7slot I have 4 thousand wool in my account but my account is inactive can you help me to solve it?

olá ate hoje nao tive nada e retorno vindo da 7slot estou com 4 mil lã na minha conta mais minha conta encontra-se inativa pode me ajudar a resolver ?

To this day, you haven't forwarded any relevant communication between you and the casino to my email address. The only message that I got from you was the following:

Olá tudo bem vim através do site casino guru estava tentando resolver um problema com minha conta que foi bloqueada com 4 mil meu e dinheiro depositado também gostaria de esta resolvendo isso. Aí pediram para mandar mensagem nesse email.

This is the last call to forward any relevant communication that would help us understand a bit better what happened with your casino account. Thank you very much in advance.

I will forward it again.

vou encaminhar la novamente.

next my account is with little more and 4$ thousand reais and I spent a long time trying to withdraw the money and it never went into process after several unsuccessful attempts the 7 slot team blocked my account out of nowhere without notifying anything and then I went to find out what was going on having to do with the account and because the reason being that I had done about 3 recharges of 500$ there, they said that I had abused such a bonus that I don't even know which one and nothing of that happened, I just canceled the bonus and played in the slot normally and I made my sports bets I have deposit receipts and I have my right to the money that is there and mine and I want to receive it.

seguinte minha conta esta com pouco mais e 4$ mil reais e fiquei um tempão tentando sacar o dinheiro e nunca entrava em processo depois de varias tentativas sem sucesso a equipe da 7 slot bloqueou minha conta do nada sem avisar nada e ai fui saber oque estava havendo com a conta e porque o motivo sendo que avia feito umas 3 recargas dde 500$ lá ai falaram que tinha feito abuso de um tal bonus que nem sei qual e mais nao aconteceu nada disso apena fiz o cancelamento do bonus e joguei no slot normalmente e fiz minhas apostas esportivas eu tenho comprovantes de depósitos e tenho o meu direito o dinheiro que esta lá e meu e quero receber.

As I mentioned earlier, we need any relevant communication between you and the casino. Please forward it to petronela.k@casino.guru at your earliest convenience. I still haven't received anything.

Dear Lais,

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.

I've already sent several messages by email and you don't respond when I send them here and ask to send them by email, it's a mess and doesn't solve anything.

Já mandei várias mensagem no e-mail e voce não respondem quando mando aqui pede para mandar no email fica uma enrolação e não resolve nada preciso resolver meu problema apenas

Up until now, I have not received any pertinent communication between the player and the casino despite requesting it for the first time on June 4th. I regret to say that without the player's cooperation, we are unable to facilitate any mediation to resolve the issues at hand.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.