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Hello, when I signed up they gave me 25 reais of bonus without deposit, but when I was playing in the casinos I made more than 1 thousand reais, I fulfilled the rollover everything, then I withdrew 550 and left the rest, but I received an email from them saying that the withdrawal was refused due to irregularity in my bets, so they removed all my balance from the site

Olá, quando me cadastrei eles me deram 25 reais de bônus sem deposito, só que eu jogando nos cassino eu fiz mais de 1 mil reais, cumpri os rollover tudo, ai saquei 550 e deixei o resto, só que eu recebi um email deles dizendo que o saque foi recusado por motivo de irregularidade nas minhas apostas, sendo assim removeram todo meu saldo do site

Dear maiquegoncalves37,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear maiquegoncalves37,

Have you received your withdrawal from the casino yet?

Dear maiquegoncalves37,

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 still haven't received it!

Até agora não recebi!

Thank you very much for your reply, maiquegoncalves37. Did the casino explain what exactly happened or which rule you breached? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent via email

Encaminhei via email

I see that the casino accused you of breaching the maximum allowed bet while the bonus was still active. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Dear maiquegoncalves37,

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 agree, but they should inform you at the time of registration, they were only informed at the time of withdrawal

Concordo, mas eles deveriam informar na hora do cadastro, só foram informar na hora do saque

Please note that you as a player are responsible for reading the bonus term before you start playing. As long as the casino states all the relevant information on their website, there is not much more we could do.

Of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.