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I made a deposit of 200 reais and after that they blocked my account without my being aware of it. Now I try to solve it and I can't

Fiz um deposito de 200 reais e depois disso bloquearam minha conta sem que eu tenha ciencia disso. Agora tento resolver e nao consigo

Dear Deuzirinha,

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. Do I understand correctly that you haven’t played any of your deposited funds and they’re still untouched inside your blocked account? Have you received any payments from this casino in the past? Was the account verification carried out successfully?

If there’s any relevant communication, please forward it along with your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I don't know if you're welcome. Because I can't access the account. They just say they will call and they don't

Eu nao sei se de nada. Pois nao consigo acessar a conta. Eles só dizem que vao ligar e nao ligam

Do I understand correctly that you haven’t played any of your deposited funds and they’re still untouched inside your blocked account? Have you placed any bets or your account was blocked straight after depositing funds? Thank you very much.

Dear Deuzirinha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I didn't bet anything and my balance was there and they blocked my account

Eu nao apostei nada e o meu saldo ficou lá e eles bloquearam minha conta

And there was still 100 bonus due to the deposit applied

E ainda tinha 100 de bonus devido o deposito aplicado

Thank you very much, Deuzirinha, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Deuzirinha,

I'll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.

I would like to invite NetBet Casino to join this conversation.

Dear NetBet Casino,

Could you please clarify the situation and explain the reasoning behind your decision to block Deuzirinha’s gaming account?

I just want my money back

Só quero meu dinheiro de volta

Hello,

The account has been closed due to the fact that we have tried to contact Deuzirinha on the phone, but we didn't manage to.

Please send us an email at suporte@netbet.com with the phone number that you use and a time you would like to be called, so we can clear this out.

Thank you,

Eduard

Thank you, NetBet Casino, for your reply.

Dear Deuzirinha,

I’d like to kindly ask you to follow the casino representative’s instructions and let us know once there’s any news regarding the issue.

They always say it, and they never call. I send email anyway and never get an answer

Eles sempre falam isso, e nunca ligam. Mando email de todo jeito e nunca tenho resposta

Thank you, Deuzirinha, for your cooperation.

Dear NetBet Casino,

Please give us an update after making the phone call with Deuzirinha. I'm setting the timer for 7 days.

We would like to ask NetBet Casino to provide an update on the issue. 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’.

Hello,

From our side, the case is resolved, the customer has received an email on the 12th and hasn't replied yet.

Thank you,

Eduard

Thank you, NetBet Casino representative, for clarifying and for your cooperation.

Dear Deuzirinha,

Could you please confirm that the issue has been in fact resolved?

Dear Deuzirinha,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, even though we assume that the issue has been resolved, we are forced to reject this case because the player stopped responding to our messages and questions.

The player can reopen this complaint anytime.