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Well, I won 250 with free spins and they gave me 12 bar to complete and that's the only way I could withdraw but I was earning more money with the games and I didn't finish the bar. I kept the amount of 4430 and made a deposit of 20.00 to add to the value of my bonus (which I could withdraw) right after I had to bet 3 times the 20 that then yes I could withdraw my money, I did everything right and even so, they flooded that I did not comply with a rule that said that I could not bet more than 9 reais and not even bet in a sports casino and the maximum I bet was 7 in the standard games of the casino itself and even so they said that I did it wrong, they took all my money and left me with only 20 reais and I went to contact the support and it seemed that I was talking to a robot because it is of no use except sending the same messages and making you give up. Anyway… I want my money that I can get. I have prints of the amount I had in the account before they took it and the conversations with the attendants

Bom, eu ganhei 250 com rodadas grátis e me deram 12 de barra pra concluir e só assim eu poderia sacar porém eu fui ganhando mais dinheiro com os jogos e não final eu concluir a barra. Fiquei com o valor de 4430 e fiz um depósito de 20,00 pra juntar ao valor do meu bônus ( que eu poderia retirar) logo após eu tive que apostar 3 vezes os 20 que ai sim eu poderia retirar meu dinheiro, fiz tudo certinho e mesmo assim alagaram que eu descumprir uma regra que nela dizia que eu não poderia apostar mais de 9 reais e nem apostar em cassino de jogos esportivos e o máximo que eu apostei foi 7 no jogos padrão do próprio cassino e mesmo assim falaram que eu fiz isso de errado, retirarão todo meu dinheiro e me deixaram só com 20 reais e eu fui contatar o suporte e parecia que eu estava falando com um robô porque ele não serve pra nada além de mandar as mesma mensagem e fazer você desistir. Enfim… quero meu dinhero que eu conseguir. Tenho as prints do valor que eu tinha na conta antes deles tirarem e as conversas com os atenderes

Dear 99999lorena ,

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

Our position regarding the maximum bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

If you feel like you have been accused mistakenly, please forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

these were some conversations I had with them the email I already sent you, I can't send the bonus link because when you activate it it disappears and it doesn't look like it anymore, you have to create a new account and see if it's there

essas foram algumas conversas que eu tive com eles o e-mail eu já te mandei, não conseguir mandar o link do bônus pois quando vc o ativa ele some e não parece mais, tem que criar uma conta nova e ver se ele está la

Thanks for your reply.

Could you please send me the game history of your gameplay while the bonus was in play? If you can't find it in your account, please request it from casino support.

Could you please advise if there were any warnings from the casino displayed to you during the time you played with the bonus?

Looking forward to hearing from you.

Dear 99999lorena,

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.

The player can reopen this complaint at any time.