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Complaint Against Dublin Bet Casino: Unjust Account Block and Withholding of €308,000

Dublin Bet Casino blocked my account without any prior notice and withheld my legitimate winnings, totaling €308,000, primarily accrued through the game Football Studio Roulette by Evolution Gaming.

Although they acknowledged the legitimacy of my winnings, the casino refuses to pay out, citing "system discrepancies" that supposedly allowed me to play with "casino money." This argument is absurd, unacceptable, and clearly demonstrates an attempt to blame the player for internal failures.

As a long-time VIP customer, I have only received €44,200 as a "gesture of goodwill," which is significantly less than what I am owed. Additionally:

I requested an external review, which was denied, preventing an impartial analysis of the case.

I questioned where the profit generated from my winnings went, but the casino never responded.

Regardless of Dublin Bet's claims, I assume that Evolution Gaming has fully paid the casino the amounts related to my bets and winnings, as is standard in the industry. This makes the refusal to pay me the full amount due even more inexplicable.

I demand a fair resolution and the full payment of my winnings that have already been recognized as legitimate. This case reveals not only a severe lack of responsibility on Dublin Bet's part but also raises questions regarding the platform's integrity and reliability.

When you lose, it’s fine. When you win, the casino does everything to avoid paying out.

Denúncia contra o Casino Dublin Bet: Bloqueio Injusto e Retenção de €308,000

O Casino Dublin Bet bloqueou minha conta sem qualquer aviso prévio e reteve meus ganhos legítimos, totalizando €308,000, acumulados principalmente no jogo Football Studio Roulette, da Evolution Gaming.

Apesar de reconhecerem a legitimidade dos meus ganhos, o casino se recusa a pagá-los, alegando "discrepâncias no sistema" que, segundo eles, teriam permitido que eu jogasse com "dinheiro do casino". Este argumento é absurdo, inaceitável e evidencia uma tentativa clara de transferir para o jogador a culpa por falhas internas.

Como cliente VIP de longa data, recebi apenas €44,200 como "gesto de boa-fé", muito abaixo do valor devido. Além disso:

Solicitei uma revisão externa, que foi negada, o que impede uma análise imparcial do caso.

Questionei para onde foi o lucro gerado pelos meus ganhos, mas o casino nunca respondeu.

Independentemente das alegações do Dublin Bet, presumo que a Evolution Gaming tenha pago integralmente ao casino os valores relativos às minhas apostas e ganhos, como é de praxe no setor. Isso torna ainda mais inexplicável a recusa em me pagar o valor total devido.

Exijo um desfecho justo e o pagamento integral dos meus ganhos já reconhecidos como legítimos. Este caso expõe não apenas uma grave falta de responsabilidade do Dublin Bet, mas também levanta dúvidas sobre a integridade e confiabilidade da plataforma.

Enquanto se perde, está tudo bem. Quando se ganha, o casino faz de tudo para não pagar

Dear hugopim,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Dublinbet Casino.

Please let me preface the complaint by saying that If it turns out you played with money that shouldn't have been awarded to you in the first place, we won't be able to assist you, regardless of who was at fault.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were the funds the casino agreed to award you already paid out to you?
• Could you please describe when and how much you deposited in the casino, and whether you accepted any bonus from the casino?

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 and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

( i can write in Portuguese because is my native language but i believe English is more universal)

Following up ;

Dear Tomás ,

Thank you for your detailed response and for taking the time to assist with my complaint. I truly value Casino Guru's commitment to impartiality and transparency in resolving disputes. Allow me to clarify and expand upon the key points of my case:

Funds Granted by the Casino

Yes, the casino has paid €44,200, which they classified as a "gesture of goodwill." However, this amount is significantly lower than my legitimate winnings of over €308,000.

To provide more context:

The casino began paying small portions of my winnings over the course of two months, seemingly expecting that I would lose the remaining amount during gameplay.

When they realized that I was on a streak of good fortune, they abruptly blocked my account without prior notice.

They alleged that, due to a system error, I accessed funds they deemed as "casino money" and claimed that the amounts paid beyond this error were merely a "gesture of goodwill," justified by my VIP status and prior significant losses.

On the same day my account was blocked, I received a payment—likely automated, as it was part of their weekly payment system. Initially, I believed this was an acknowledgment of their mistake and a step toward resolving the issue. However, the account manager later clarified that this payment, along with the so-called "excess," was still being classified as goodwill.

For over two months, the funds were available in my account without restriction, and I played exclusively with legitimately credited balances. At no point did I play with bonus funds or funds marked as restricted. All winnings were earned legitimately, adhering to the rules of the platform.

Deposits and Bonuses

Over my time at Dublin Bet, I made significant deposits, amounting huundreds of thousands of euros. Importantly, my winnings were derived almost exclusively from gameplay on Football Studio Roulette by Evolution Gaming, without relying on bonuses.

Funds in Dispute:

The casino claims that I accessed funds that were improperly made available due to a "system discrepancy." However:

As a player, I had no way of identifying or understanding such an error.

All my gameplay adhered strictly to the casino's rules.

It is worth noting that Dublin Bet has acknowledged the legitimacy of my winnings but refuses to pay the remaining balance of €308,000, citing technical errors.

Additionally, Evolution Gaming, whose platform hosted the games in question, likely transferred the corresponding funds to the casino based on my gameplay. However, I have not received my rightful share of these winnings.

Core Concerns:

Lack of Transparency:

My account was blocked without warning or explanation, and the casino failed to provide clear evidence of the alleged system discrepancy.

Accountability:

Holding me responsible for their technical or operational errors is both unfair and unacceptable.

Goodwill Gesture:

While the €44,200 was framed as a "gesture of goodwill," it does not compensate for the full amount of €308,000 that is owed to me.

This situation raises serious concerns about the casino's practices and their commitment to fairness and transparency.

My Request:

I kindly ask Casino Guru to assist in bringing Dublin Bet to the table for a fair resolution. As a longstanding VIP player, I only seek what is rightfully mine and what has already been acknowledged as legitimate winnings by the casino itself.

Thank you again for your time, impartiality, and support in this matter.

This is thee m

Best regards,

Hugo *****

Thank you very much, hugopim, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello hugopim,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Dublinbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Dublinbet Casino,

Can you please provide further information about this situation? I believe it would be very useful if we could see the player's game history and transaction history, and anything else you can provide as evidence of the technical issue mentioned. Any relevant information can be sent to my email, adam.m@casino.guru. Were any other players affected by this issue?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Adam, Tomas,

Thank you for the opportunity to address the concerns raised by hugopim.

We value transparency and fairness in all interactions with our players and would like to provide a comprehensive explanation of the situation.

The player’s VIP Account Manager, Maurice, has already contacted him directly to explain the matter in detail. During this communication, Maurice shared an Excel file that clearly outlines all of the player’s bets, winnings, withdrawal requests, and his real-time account balance for the period in question (September/October).

Upon reviewing the data, it became evident that the player had submitted withdrawal requests totaling €320,200 that were not legitimate due to a rare technical issue on his account.

This issue allowed him to make approximately 160 withdrawal requests without the corresponding amounts being deducted from his player balance.

It is important to note that such discrepancies would be evident to any player actively managing their account. Unfortunately, it appears that the player knowingly took advantage of this technical error, which necessitated corrective action to uphold the integrity of our platform.

Despite the circumstances, we have taken steps to resolve the matter in good faith:

€14,200 Retained as a Gesture of Goodwill: We have assured the player that we will not request the return of €14,200 that was mistakenly processed during this period.

This amount will remain with him as a gesture of goodwill.

Additional €30,000: As a valued Diamond-level player, we greatly appreciate his loyalty.

To demonstrate this, we validated €30,000 of his pending withdrawals, which were credited to his crypto account.

We are confident that our actions have been both transparent and fair, ensuring the player receives appropriate consideration while maintaining the integrity of our operations.

If any further details or documentation are required to clarify the situation, we are happy to provide them.

We deeply value our players’ trust and the reputation of this forum and remain committed to fostering a fair and responsible gaming environment.

Best regards,

Dear Adam, Tomás and the Casino Guru team,

Thank you for the opportunity to respond directly to the points raised by the casino. I would like to clearly present the facts and inconsistencies in this case.

1. Allegation of Misuse of Funds

The casino claims that I made 160 withdrawals, totaling €320,200, based on a "technical error" that left my balance incorrect. However:

My balance was correct throughout the entire period. I monitored my winnings and losses on a daily basis, and everything matched the values displayed on the platform. There were no visible discrepancies.

If there was an error, it was entirely operational. At no time was I informed of a technical problem, even after several withdrawals had been processed over two months.

Bad faith does not apply. Claiming that "any player would notice" the error is speculative and contradicts my experience as a player who followed the platform's rules and trusted the balance displayed.

2. Sudden Account Lock

My account was abruptly blocked, without warning, after I had accumulated €308,000 in legitimate winnings. Only after that, the casino claimed "technical error" to justify withholding my funds. However:

The €30,000 payout occurred automatically as part of a weekly payout schedule already in progress. There was no gesture of good faith; it was a standard process.

€14,200 was "withheld" as a gesture of good faith. While I appreciate the amount, it does not correspond to the total amount of my winnings and does not justify withholding the remainder.

The casino did not provide detailed or independent evidence to support their position. They only sent me a one-sided Excel file, without allowing for a transparent analysis.

3. Platform Reliability and Liability

If the technical error did indeed exist, it was due to the casino's internal failings. As a player, I:

Followed all the platform's rules, relying on the balance displayed.

I was not alerted to any technical problems during my play, even after multiple successfully processed withdrawals.

I received significant payouts for two months, contradicting the claim that my balance was invalid.

Also:

Denial of support: I requested full access to account history and my player ID, but the casino refused to provide this information.

Lack of transparency: I asked specifically where the winnings went, but never received a clear answer.

If the balance was really invalid, why didn't the casino identify this earlier and allow withdrawals and betting for two months?

4. Unethical incentives

In 2022, I asked the casino to ban me due to substantial losses. After more than 20 emails, my request was granted. However:

A few months later, the casino got in touch with an offer of €20,000-€30,000 in real money to get me to play again.

This practice is clearly unethical, exploiting my vulnerability as a player who had requested self-exclusion.

When I started winning, however, they blocked my account and claimed a technical error to withhold my funds.

5. Conclusion and Request

This case is not just about contractual terms, but about transparency, fairness and integrity. It is unacceptable for a player to be penalized for the casino's operational failures, especially when:

The displayed balance was used in good faith and the winnings were legitimate.

The casino acknowledges the winnings but withholds the amounts without clear justification.

Transparency has been denied by not allowing an independent review.

I request that:

The casino provide detailed evidence to support its allegations.

An independent body review the case to ensure fairness.

My winnings be paid in full, as acknowledged by the casino itself.

I expect this case to be taken seriously. I am confident that an impartial review will demonstrate the legitimacy of my winnings and the baselessness of the casino's actions.

Thank you again for your time and attention.

Sincerely,

Hugo

Caros Adam, Tomás e Equipe do Casino Guru,

Agradeço pela oportunidade de responder diretamente aos pontos levantados pelo casino. Gostaria de apresentar de forma clara os fatos e inconsistências neste caso.

1. Alegação de Uso Indevido de Fundos

O casino afirma que eu realizei 160 saques, totalizando €320.200, baseados em um "erro técnico" que deixou meu saldo incorreto. No entanto:

Meu saldo estava correto durante todo o período. Eu monitorava diariamente meus ganhos e perdas, e tudo coincidia com os valores exibidos na plataforma. Não havia discrepâncias visíveis.

Se houve erro, foi inteiramente operacional. Em momento algum fui informado de um problema técnico, mesmo após várias retiradas processadas ao longo de dois meses.

Má-fé não se aplica. Alegar que "qualquer jogador perceberia" o erro é especulativo e contradiz minha experiência como jogador que seguia as regras da plataforma e confiava no saldo exibido.

2. Bloqueio Repentino da Conta

Minha conta foi bloqueada abruptamente, sem aviso prévio, após eu acumular €308.000 em ganhos legítimos. Apenas depois disso, o casino alegou o "erro técnico" para justificar a retenção dos meus fundos. Porém:

O pagamento de €30.000 ocorreu automaticamente como parte de uma programação de pagamentos semanais já em andamento. Não houve gesto de boa-fé; foi um processo padrão.

€14.200 foram "retidos" como gesto de boa-fé. Enquanto aprecio o valor, ele não corresponde ao montante total dos meus ganhos e não justifica a retenção do restante.

O casino não forneceu provas detalhadas ou independentes para sustentar sua posição. Apenas me enviaram um arquivo Excel unilateral, sem permitir uma análise transparente.

3. Confiabilidade e Responsabilidade da Plataforma

Se o erro técnico de fato existiu, ele decorreu de falhas internas do casino. Enquanto jogador, eu:

Segui todas as regras da plataforma, confiando no saldo exibido.

Não fui alertado de nenhum problema técnico durante meu jogo, mesmo após múltiplos saques processados com sucesso.

Recebi pagamentos significativos durante dois meses, contradizendo a alegação de que meu saldo era inválido.

Além disso:

Negação de suporte: Solicitei acesso completo ao histórico da conta e ao meu ID de jogador, mas o casino recusou-se a fornecer essas informações.

Falta de transparência: Perguntei especificamente para onde foram os valores ganhos, mas nunca recebi uma resposta clara.

Se o saldo fosse realmente inválido, por que o casino não identificou isso antes e permitiu saques e apostas por dois meses?

4. Incentivos Não Éticos

Em 2022, solicitei ao casino que me banisse devido a perdas substanciais. Após mais de 20 emails, meu pedido foi atendido. No entanto:

Poucos meses depois, o casino entrou em contato com uma oferta de €20.000–€30.000 em dinheiro real para que eu voltasse a jogar.

Essa prática é claramente antiética, explorando minha vulnerabilidade como jogador que havia pedido autoexclusão.

Quando comecei a ganhar, no entanto, bloquearam minha conta e alegaram um erro técnico para reter meus fundos.

5. Conclusão e Solicitação

Este caso não se trata apenas de termos contratuais, mas de transparência, justiça e integridade. É inaceitável que um jogador seja penalizado por falhas operacionais do casino, especialmente quando:

O saldo exibido foi usado de boa-fé e os ganhos foram legítimos.

O casino reconhece os ganhos, mas retém os valores sem justificativa clara.

A transparência foi negada ao não permitir uma revisão independente.

Solicito que:

O casino forneça provas detalhadas para sustentar suas alegações.

Um órgão independente revise o caso para garantir justiça.

Meus ganhos sejam pagos integralmente, como reconhecido pelo próprio casino.

Espero que este caso seja analisado com seriedade. Estou confiante de que uma revisão imparcial demonstrará a legitimidade dos meus ganhos e a falta de fundamento nas ações do casino.

Agradeço novamente pelo tempo e atenção de todos.

Atenciosamente,

Hugo

Hello all, thank you for your responses.

Dear Dublinbet Casino,

The best way for this issue to be resolved is if we can see the player's betting and transaction histories as requested. Please provide evidence of the error mentioned for us to review, and answer my previous question as to whether or not this error affected other players.

Kind regards,

Adam

Good afternoon, Adam,

Thank you for your mediation and for the opportunity to clarify this point.

Regarding your question, I would like to emphasize that the supposed "technical error" mentioned by the casino has never been properly identified, proven or clearly described. In fact, I believe that such an error simply does not exist.

As I mentioned earlier, I am completely unaware of the basis for the claims made by the casino. All my winnings were accumulated legitimately, based on the balance displayed and the rules of the platform. So far, the casino has not provided any concrete or detailed evidence to justify its claims.

I remain at your disposal to clarify any further points necessary.

Yours sincerely,

Hugo

Boa tarde, Adam,

Obrigado pela mediação e pela oportunidade de esclarecer este ponto.

Em relação à sua pergunta, gostaria de enfatizar que o suposto "erro técnico" mencionado pelo casino nunca foi devidamente identificado, comprovado ou descrito de forma clara. Na verdade, acredito que tal erro simplesmente não existe.

Conforme mencionei anteriormente, desconheço totalmente as bases para as alegações feitas pelo casino. Todos os meus ganhos foram acumulados legitimamente, com base no saldo exibido e nas regras da plataforma. Até agora, o casino não forneceu nenhuma evidência concreta ou detalhada que justifique as suas alegações.

Fico à disposição para esclarecer qualquer outro ponto necessário.

Atenciosamente,

Hugo

Thank you for your response, Dublinbet Casino.

Please send the relevant information/document to my email, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

Thank you for continuing to mediate on this issue. After reading the casino's response, it is necessary to clearly refute the allegations made, as I consider them to be completely unfounded.

Allegation of Exploitation of Vulnerability in the System

If, in fact, I had identified and exploited a vulnerability in the system, I ask: why would I use only one account and not create multiple accounts to take advantage of smaller amounts, minimizing any possibility of detection? The very logic of the claim doesn't hold up.

The claim that I made 31 withdrawal requests in 9 seconds is absurd and completely devoid of concrete technical evidence. If I had used an automated system or "bot," the casino should certainly be able to provide consistent and detailed evidence of such use. To date, none of this has been provided.

Furthermore, it makes no sense for the casino to claim that it has only just identified this vulnerability. And if there really was such a flaw, how was it possible that my legitimate winnings were recognized and withdrawals continued to be processed for over two months? The problem "only appeared" when the accumulated amount became too significant for the casino to accept.

Allegation of Data Manipulation

The casino refuses to allow an independent audit or impartial analysis of the records and presents only an Excel file as "proof". As we all know, an Excel file can be easily manipulated. There is no guarantee that the information it contains is true or complete.

Furthermore, the refusal to allow an independent external evaluation raises serious doubts about the transparency of the operator and the veracity of its claims. Why not allow a reliable and neutral entity to evaluate the case?

Admitting My Winnings

The casino itself admits that the winnings were legitimate and processed payments regularly over two months. This completely contradicts the claim that I was using invalid funds or exploiting flaws in the system.

If there was a technical error in the casino's system, that is entirely their responsibility, and I, as a player, should not be penalized for it. I trusted the balance displayed, I played legitimately, following all the rules, and I monitored my winnings and losses on a daily basis.

Conclusion

The narrative presented by the casino appears to be a desperate attempt to justify withholding a substantial amount that they admit I won. The accusation that I exploited a vulnerability sounds more like a fabricated excuse than an allegation grounded in concrete facts or evidence.

I request that:

An independent external review of the casino records be carried out.

Transparency be guaranteed in the presentation of evidence, with technical and verifiable details.

That consideration be given to the lack of foundation in the casino's allegations, especially due to the absence of solid evidence and the refusal of external auditing.

I am confident that an impartial review will confirm that my winnings were legitimate and that the casino is using unfounded allegations to justify the non-discharge of an amount that clearly belongs to me.

Yours sincerely,

Hugo

Caro Adam,

Agradeço por continuar mediando este assunto. Após ler a resposta do casino, é necessário refutar claramente as alegações apresentadas, pois considero-as completamente infundadas.

Alegação de Exploração de Vulnerabilidade no Sistema

Se, de fato, eu tivesse identificado e explorado uma vulnerabilidade no sistema, pergunto: por que eu utilizaria apenas uma conta e não criaria múltiplas contas para aproveitar valores menores, minimizando qualquer possibilidade de detecção? A própria lógica da alegação não se sustenta.

A afirmação de que realizei 31 solicitações de retirada em 9 segundos é absurda e completamente desprovida de evidências técnicas concretas. Se eu tivesse utilizado um sistema automatizado ou "bot," o casino certamente deveria ser capaz de apresentar provas consistentes e detalhadas desse uso. Até o momento, nada disso foi fornecido.

Além disso, não faz sentido o casino alegar que somente agora identificou essa vulnerabilidade. E se realmente houvesse tal falha, como foi possível que os meus ganhos legítimos fossem reconhecidos e retiradas continuassem sendo processadas por mais de dois meses? O problema "só apareceu" quando o valor acumulado ficou significativo demais para o casino aceitar.

Alegação de Manipulação de Dados

O casino se recusa a permitir uma auditoria independente ou uma análise imparcial dos registros e apresenta apenas um arquivo Excel como "prova". Como todos sabemos, um arquivo Excel pode ser facilmente manipulado. Não há garantia de que as informações contidas nele sejam verdadeiras ou completas.

Além disso, a recusa em permitir uma avaliação externa independente levanta sérias dúvidas sobre a transparência do operador e a veracidade de suas alegações. Por que não permitir que uma entidade confiável e neutra avalie o caso?

Admissão dos Meus Ganhos

O próprio casino admite que os ganhos foram legítimos e processou pagamentos regularmente ao longo de dois meses. Isso contradiz completamente a alegação de que eu estaria utilizando fundos inválidos ou explorando falhas no sistema.

Se houve um erro técnico no sistema do casino, isso é de inteira responsabilidade deles, e eu, como jogador, não devo ser penalizado por isso. Confiei no saldo exibido, joguei de forma legítima, seguindo todas as regras, e monitorava diariamente os meus ganhos e perdas.

Conclusão

A narrativa apresentada pelo casino parece ser uma tentativa desesperada de justificar a retenção de um valor substancial que eles admitem que eu ganhei. A acusação de que eu explorei uma vulnerabilidade soa mais como uma desculpa fabricada do que como uma alegação fundamentada em fatos ou evidências concretas.

Peço que:

Seja realizada uma análise externa independente dos registros do casino.

A transparência seja garantida na apresentação de evidências, com detalhes técnicos e verificáveis.

Que se considere a falta de fundamento nas alegações do casino, especialmente devido à ausência de provas sólidas e à recusa de auditoria externa.

Estou confiante de que uma revisão imparcial confirmará que os meus ganhos foram legítimos e que o casino está usando alegações infundadas para justificar a não quitação de um valor que claramente me pertence.

Atenciosamente,

Hugo

Dear Adam,

All information sent to adam.m@casino.guru

Best regards,

Thank you, Dublinbet Casino.

Please see my response via email.

Kind regards,

Adam

Dear hugopim,

I have reviewed the evidence provided by the casino, and it shows that you have made a very large amount of withdrawal requests in a very short space of time. Can you clarify how this could be?

Kind regards,

Adam

Dear Adam,

Thank you for your message and for the opportunity to clarify this situation. Please allow me to explain what happened and why I consider the casino's allegations to be completely unfounded.

Withdrawal Requests

The withdrawal requests I made were made for the maximum amount allowed (€2,000), for the sake of practicality. I also often canceled pending withdrawals in order to consolidate them or adjust the available balance in the account according to my playing strategy.

My aim was to manage the balance according to my personal preferences. For example:

If I wanted to keep €10,000 in the account to continue playing and I had €60,000, I would enter the withdrawals section and click quickly until I reached the desired amount.

This process, depending on the adrenaline of the moment, could lead to consecutive quick clicks on the withdrawal button.

The speed with which the requests were made has nothing to do with any automated system, as the casino suggests. I only use a computer with a mouse, and the speed depends exclusively on manual clicking. This is natural behavior and consistent with my gaming history.

Balance control

I have always kept strict control of my account balance and monitored it consistently.

My balance always reflected what was available, and I constantly checked it to make sure it was in line with my plays and withdrawals.

At no time did I notice any discrepancies that indicated any "technical error" until the casino abruptly blocked my account.

Protective measures

From experience, I've had previous cases where the casino didn't credit winnings correctly. This led me to be even stricter in controlling my balance. Therefore, I have always confirmed the amounts at the end of each session, whether after withdrawals or games.

The behavior described by the casino is consistent with my usual practices and is nothing more than a reflection of a careful and conscientious player.

Casino allegations

The accusation that I was exploiting a "vulnerability" is absurd and unfounded. If you analyze my complete gaming history, you'll see that my behavior has been consistent throughout the entire time I've been playing on the platform.

What's more:

If there really was a systemic flaw, the casino should have identified and fixed it before allowing me to continue playing and making withdrawals for two months.

The casino's explanation sounds more like a retroactive excuse to justify withholding my winnings, especially since they admit the legitimacy of my wins.

Request for Independent Analysis

I reiterate my request for an independent entity to assess the situation. Unfortunately, the casino refuses to allow such an analysis, limiting itself to providing an Excel file that has no credibility whatsoever.

Conclusion

I did nothing but play and manage my balance according to the platform's rules. If the casino claims something different, it should provide concrete evidence and allow an impartial assessment.

Thank you again for the opportunity to explain my position and I hope this reply helps to clarify any doubts.

Sincerely,

Hugo

Caro Adam,

Obrigado por sua mensagem e pela oportunidade de esclarecer esta situação. Permita-me explicar o que ocorreu e por que considero as alegações do casino completamente infundadas.

Solicitações de Retirada

As solicitações de retirada que realizei eram feitas no valor máximo permitido (€2.000), por uma questão de praticidade. Muitas vezes, eu também cancelava retiradas pendentes para consolidá-las ou ajustar o saldo disponível na conta, conforme minha estratégia de jogo.

Meu objetivo era gerenciar o saldo conforme minhas preferências pessoais. Por exemplo:

Se eu quisesse manter €10.000 na conta para continuar jogando e tivesse €60.000, eu entrava na seção de retiradas e clicava rapidamente até atingir o valor desejado.

Esse processo, dependendo da adrenalina do momento, poderia gerar cliques rápidos consecutivos no botão de retirada.

A velocidade com que as solicitações foram feitas não tem nada a ver com qualquer sistema automatizado, como o casino sugere. Uso apenas um computador com um mouse, e a rapidez depende exclusivamente do clique manual. Este é um comportamento natural e consistente com meu histórico de jogo.

Controle do Saldo

Eu sempre mantive um controle rigoroso do saldo da minha conta e o monitorava de forma consistente.

Meu saldo sempre refletia o que estava disponível, e eu o verificava constantemente para garantir que estava alinhado com minhas jogadas e retiradas.

Em nenhum momento observei discrepâncias que indicassem qualquer "erro técnico" até que o casino bloqueou minha conta abruptamente.

Medidas Protetivas

Por experiência, já tive casos anteriores em que o casino não creditou ganhos corretamente. Isso me levou a ser ainda mais rigoroso no controle do meu saldo. Por isso, sempre confirmei os valores ao final de cada sessão, seja após retiradas ou jogos.

O comportamento descrito pelo casino é consistente com minhas práticas habituais e nada mais é do que o reflexo de um jogador cuidadoso e consciente.

Alegações do Casino

A acusação de que eu estaria explorando uma "vulnerabilidade" é absurda e sem fundamento. Se analisarem meu histórico completo de jogo, verão que meu comportamento foi consistente durante todo o tempo em que joguei na plataforma.

Além disso:

Se realmente houvesse uma falha sistêmica, o casino deveria tê-la identificado e corrigido antes de permitir que eu continuasse jogando e realizando retiradas por dois meses.

A explicação do casino parece mais uma desculpa retroativa para justificar a retenção dos meus ganhos, especialmente porque eles admitem a legitimidade das minhas vitórias.

Solicitação de Análise Independente

Eu reitero meu pedido de que uma entidade independente avalie a situação. Infelizmente, o casino se recusa a permitir essa análise, limitando-se a fornecer um arquivo Excel que não tem qualquer credibilidade.

Conclusão

Eu não fiz nada além de jogar e gerenciar meu saldo conforme as regras da plataforma. Se o casino alega algo diferente, deve fornecer evidências concretas e permitir uma avaliação imparcial.

Agradeço novamente pela oportunidade de explicar minha posição e espero que essa resposta ajude a esclarecer qualquer dúvida.

Atenciosamente,

Hugo

Hello Hugo,

Thank you for your explanation. While I appreciate it may theoretically be physically possible to request that amount of withdrawals in such a short space of time, it does not appear to be normal behavior as you state.

The evidence provided does show that your balance was incorrectly affected by some of these requests, so it is clear that further winnings accrued are not entirely accurate. It is unclear how the casino has arrived at the amount of 30,000 to be credited to you, so I have therefore asked the casino for additional information before bringing this case to a conclusion.

Kind regards,

Adam

Dear Adam,

Thank you for your reply and for continuing to analyze this case.

Consistent Behavior: My track record over the years as a customer has always been consistent, with no abnormal practices. Withdrawal requests followed my usual routine of withdrawing maximum allowable amounts, reviewing balances and canceling when necessary, while maintaining strict control of funds.

Transparency on the €30,000 figure: I agree that the casino has not explained how it arrived at this figure, especially considering that the total amount owed is much higher. It was also unclear how the supposed "incorrectly accrued additional winnings" were calculated.

Lack of Logic: I have always carefully monitored my balances, which were correct and in line with the winnings displayed in the system, without any sign of technical error.

Thank you for seeking additional information from the casino and I remain confident that a fair analysis will confirm my position.

Sincerely,

Hugo

Caro Adam,

Obrigado por sua resposta e por continuar analisando este caso.

Comportamento Consistente: Meu histórico de anos como cliente sempre foi consistente, sem práticas anormais. As solicitações de saque seguiam minha rotina comum de retirar valores máximos permitidos, revisar saldos e cancelar quando necessário, mantendo um controle rigoroso dos fundos.

Transparência no Valor de €30.000: Concordo que o cassino não explicou como chegou a esse valor, especialmente considerando que o montante total devido é muito maior. Também não ficou claro como os supostos "ganhos adicionais acumulados incorretamente" foram calculados.

Falta de Lógica: Sempre monitorei cuidadosamente meus saldos, que estavam corretos e alinhados com os ganhos exibidos no sistema, sem qualquer sinal de erro técnico.

Agradeço por buscar informações adicionais ao cassino e sigo confiante de que uma análise justa confirmará minha posição.

Atenciosamente,

Hugo

Hello Hugo,

Just to update you, I have received further information from the casino and so I am reviewing all of the evidence once more. I will post again shortly with a conclusion.

Kind regards,

Adam

Hello

Thank you very much for your support.

Cump

Hugo

Olá

Muito Obrigado pelo suporte.

Cump

Hugo

Dear Hugo,

I have reviewed all of the information provided by the casino and the case in its entirety, and the evidence provided does indeed support the casino's claims that there have been errors that have allowed you to withdraw more than you had as an available balance, on multiple occasions spanning September and October 2024. Additionally, this error has also allowed you to make bets that you would not have been able to make had the error not occurred.

Please understand we can only make an assessment based on the evidence at hand, and on this occasion it seems that the casino has acted in accordance with its terms and conditions. Consequently, there is nothing further we can do to assist with this case and the complaint will now be closed.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam