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I would like to file a complaint because my account was restricted without any explanation.

I made a deposit, used the platform as usual, and after requesting and completing a withdrawal, my account’s maximum bet amount was set to R$ 0.00. Since then, I have been unable to place any bets, rendering the account completely unusable.

I have always used the account in good faith and would like to remain a customer of the platform. If there is any reason for this restriction, I ask that the company provide a clear and transparent explanation, rather than simply preventing me from using my account.

I request that Casino Guru intervene with the bookmaker’s support team so that my case can be reviewed and my account can regain normal betting access, or, at the very least, that the company provide an official justification for this decision.

Thank you for your attention, and I look forward to a resolution.

Gostaria de registrar uma reclamação, pois minha conta foi restringida sem qualquer justificativa.

Realizei um depósito, utilizei a plataforma normalmente e, após solicitar e concluir um saque, minha conta passou a ter valor máximo de aposta de R$ 0,00. Desde então, não consigo realizar nenhum tipo de aposta, tornando a conta completamente inutilizável.

Sempre utilizei a conta de boa-fé e gostaria de continuar sendo cliente da plataforma. Caso exista algum motivo para essa restrição, peço que a empresa apresente uma explicação clara e transparente, em vez de simplesmente impedir que eu utilize minha conta.

Solicito que o Casino Guru interceda junto ao suporte da casa de apostas para que meu caso seja analisado e minha conta volte a ter acesso normal às apostas ou, no mínimo, que a empresa forneça uma justificativa oficial para essa decisão.

Agradeço pela atenção e aguardo uma solução.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Thank you for your reply. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.