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On 03/09/2025 I made a deposit of R$150.00 on the Oobet platform and obtained a balance of R$55,000.00 in winnings. I requested a withdrawal as normal, but my request was blocked.

The only response received from support was the following: "We identified irregularities in your bets after verification, and this resulted in your winnings being deducted. Only your most recent deposit has been retained. You can continue betting as normal, and future withdrawals will be released."

I consider this response to be vague and abusive:

No proof or details were provided about the alleged irregularities;

I had already made previous withdrawals, including large amounts, without any problem;

Even my deposit was withheld, with no clear justification;

Support did not provide any regulatory basis or documentation to justify the block.

I have screenshots of the R$55,000.00 balance, deposit slips, a history of previous withdrawals and the answers sent by support.

I request Casino Guru's intermediation so that Oobet immediately releases my withdrawal of R$ 55,000.00 or presents clear and documented evidence that justifies the retention of the amount.

No dia 03/09/2025 realizei um depósito de R$ 150,00 na plataforma Oobet e obtive um saldo de R$ 55.000,00 em ganhos. Solicitei o saque normalmente, mas meu pedido foi bloqueado.

A única resposta recebida do suporte foi a seguinte: "Identificamos irregularidades em suas apostas após verificação, e isso resultou na dedução de seus ganhos. Apenas o seu depósito mais recente foi retido. Você pode continuar apostando normalmente, e futuros saques serão liberados."

Considero esta resposta vaga e abusiva, pois:

Nenhuma prova ou detalhe foi apresentado sobre as supostas irregularidades;

Já havia realizado saques anteriores, inclusive de valores altos, sem qualquer problema;

Até mesmo meu depósito foi retido, sem justificativa clara;

O suporte não apresentou base regulatória ou documentação que justifique o bloqueio.

Tenho prints do saldo de R$ 55.000,00, comprovantes de depósito, histórico de saques anteriores e as respostas enviadas pelo suporte.

Solicito a intermediação do Casino Guru para que a Oobet libere imediatamente meu saque de R$ 55.000,00 ou apresente provas claras e documentadas que justifiquem a retenção do valor.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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.

Hello, Dominika.

Thank you for your attention. Here is the information you requested:

1. i have already completed KYC verification with the casino.

2. my winnings were accumulated without an active bonus, I deposited 100 and got a deposit bonus of 20 reals

3. my bets were placed in the casino

4. I am attaching the communications I had with Oobet support.

The casino blocked my withdrawal claiming "abnormal bets", but so far has not provided any concrete evidence to justify withholding my money. I did everything correctly, within the rules of the platform, and I consider this practice to be abusive and disrespectful.

I therefore request Casino Guru's immediate intervention so that my winnings are released without further delay. I am willing to provide all the necessary evidence and, if there is no solution, I intend to report the case to regulatory bodies and other competent instances.

I am counting on your help to ensure that this situation is resolved transparently and fairly.

Olá, Dominika.

Obrigado pela atenção. Seguem as informações solicitadas:

1. Já concluí a verificação KYC com o cassino.

2. Meus ganhos foram acumulados sem bonus ativo, depositei 100 e ganhei bonus de depósito de 20 reais

3. Minhas apostas foram feitas em cassino 

4. Estou anexando as comunicações que tive com o suporte da Oobet.

O cassino bloqueou meu saque alegando "apostas anormais", mas até o momento não apresentou nenhuma evidência concreta para justificar a retenção do meu dinheiro. Fiz tudo de forma correta, dentro das regras da plataforma, e considero essa prática abusiva e desrespeitosa.

Solicito, portanto, a intervenção imediata do Casino Guru para que meus ganhos sejam liberados sem mais demora. Estou disposto a fornecer todas as provas necessárias e, caso não haja solução, pretendo denunciar o caso a órgãos reguladores e demais instâncias competentes.

Conto com a ajuda de vocês para que essa situação seja resolvida com transparência e justiça.

Dear player, has the casino specified what kind of 'irregularities' they found in your bets?

Do I understand correctly that they are suggesting there was some issue with the game itself?

Could you also tell us exactly which game you were playing when you won?

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru