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Monday the 03/04th I received an email that they had made a request to withdraw money without my authorization. I logged into my account and saw that they had tried to withdraw the money using the Tether ERC20 withdrawal method

I communicated to the casino support and soon after they replied by email that I had been hacked and that I had to wait until the transaction status changed from "In progress" to "Success". That way they could return my balance to the account.

Turns out it's been 3 days now, and I've never seen a transaction take that long to go through. I also have doubts if the casino is really trying to help me, as I've had other problems where they only really helped me on the third and fourth attempts that I reported the problem.

Below is the email I received from support telling the procedures

Segunda-feira dia 03/04 recebi um e-mail de que haviam feito uma solicitação de retirada de dinheiro sem minha autorização. Entrei em minha conta e vi que haviam tentado retirar o dinheiro utilizando o método de retirada por Tether ERC20

Comuniquei ao suporte do cassino e logo depois eles me responderam por e-mail que eu havia sido hackeado e que era para eu esperar até que o status da transação mudasse de "In progress" pra "Success". Assim eles poderiam retornar meu saldo para a conta.

Acontece que isso já fazem 3 dias, e eu nunca vi uma transação demorar todo esse tempo para ser efetivada. Também tenho duvidas se o cassino está realmente tentando me ajudar, pois já tive outros problemas em que eles só realmente me ajudaram na terceira e quarta tentativas em que comuniquei o problema.

Abaixo o e-mail que recebi do suporte dizendo os procedimentos

Dear MarllonSales,

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. Is there anyone who could have had access to your devices and casino account? Which withdrawal method do you usually use?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

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,

Kristina

Only I access my account. But someone accessed it and tried to withdraw all available balance.

I use the PIX withdrawal method as you can see in the image:

Att,

Marlon S***

Apenas eu acesso a minha conta. Mas alguém a acessou e tentou fazer a retirada de todo o saldo disponível.

Utilizo o método de retirada PIX como pode ver na imagem:

Att,

Marllon S***

Thank you very much, MarllonSales, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi MarllonSales,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GGBet Casino to the conversation to participate in the resolution of this complaint.

Hello MarllonSales

Is the issue still actual?

If so, please kindly specify the disputed transaction IDs.

Best regards

Dear MarllonSales,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.