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I believe this Casino is fraudulent. My account was successfully verified, yet they still blocked it for no apparent reason. They provided no concrete explanation when I questioned them via online chat. I deposited 500brl and ended up with 900brl. When I requested a withdrawal of funds, a few days went by and they unjustifiably blocked me, keeping my money!

Eu creio que esse Casino seja fraudulento, minha conta foi verificada com sucesso e mesmo assim eles bloquearam a minha conta sem motivos, não me deu explicações concretas quando fui ao chat online questioná-lo, eu depositei 500brl e finalizei com 900brl, quando solicitei a retirada dos fundos se passaram alguns dias e eles me bloquearam sem motivo e ficaram com o meu dinheiro!

Dear yanceypro,

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 how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Good morning Petronela, how are you?

Answering the questions below:

-Could you tell us how long ago you registered your account?

I registered around October 1st

-What games have you been playing (live casino games, slots or sports betting)?

Slots and Live Casino

-Have your winnings been accumulated with or without active bonus, please?

No active bonus

Bom dia Petronela, tudo bem?

Respondendo as perguntas abaixo:

-Você poderia informar há quanto tempo você registrou sua conta?

Me registrei por volta do dia 01 de outubro

-Quais jogos você tem jogado (jogos de cassino ao vivo, caça-níqueis ou apostas esportivas)?

Caça níqueis e Cassino ao Vivo

-Seus ganhos foram acumulados com ou sem bônus ativo, por favor?

Sem bônus ativo

Thank you very much, yanceypro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you yanceypro for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet O Bet Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter