Hello Casino - Обліковий запис гравця закрито.

The worst casino I have ever dealt with. Totally fraudulent. I've been playing casino for years and when I decide to withdraw, they made my withdrawal absurdly difficult. From then on, games began to undermine earnings in a way I had never seen before. Totally fraudulent. Worse, they blocked my account and took my money, even if it was little left.

I'm having a horrible headache just remembering what I went through with this casino.

Dear players, stay alert. Never deposit 1 coin in this casino. total fraud

O pior casino que já me relacionei. Totalmente fraudulento. Jogo casino há anos e quando decido por minha retirada dificultaram absurdamente meu levantamento. A partir de então os jogos começaram a minar os ganhos de uma forma como nunca havia visto. Totalmente fraudulento. Pior, bloquearam minha conta e se apossaram do meu dinheiro, ainda que seja pouco o remanescente.

Estou tendo uma dor de cabeça horrível só de lembrar o que passei com este casino.

Caros jogadores fica o alerta. Nunca depositem 1 moeda neste casino. Fraude total

Dear Fmcmoc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify how much money was in your account when the casino closed it?

Has the casino provided any explanation as to why your account was blocked? Please, forward any other relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

I spent a few days playing and between losses and gains I accumulated almost 15000 reais in gains. So I asked for the withdrawal. Just a headache then. I asked them to help me with the strange codes for bank transfer. I gave them everything. I asked for help. They said the only valid method would be the same deposit. My Inter bank said they didn't receive international transfers from casinos. I warned them. As I deposited via pix they said they could only pay for the same deposit method. A lie because it was deposited via a company that had a pix in Brazil. All they boiled down to was regret and made up a bunch of excuses. After 2 days waiting for answers I decided to continue playing. Amazing, they took me the 15000. I couldn't believe it, no wins, no bonuses or free spins with low stakes in a single slot. I never saw it. Volatility yes, but that way it was impossible. This only happened because I asked for the withdrawal. I asked about Rtp and I was so nervous about that loss because of the difficulty they imposed that I went into the chat and talked a lot. Not even a consolation bonus was offered to me. They canceled my account and the remaining few cents took hold But I don't accept that! This casino cheats with winnings, makes withdrawals difficult and then schedules games not to pay out. If they audition, the authorities would notice the fraud. Just put together the concept of Rtp and entries and exits of this scam casino.

I want my cents back. If they don't reimburse me for expenses with lawyers, but for moral damage and to my honor. This casino should be banned from being active.

Passei alguns dias jogando e entre perdas e ganhos acumulei quase 15000 reais em ganhos. Daí pedi o levantamento. Só dor de cabeça então. Pedi que me ajudassem com os códigos estranhos para transferência bancária. Passei tudo pra eles. Pedi ajuda. Disseram que o único método válido seria o mesmo de deposito. Meu banco Inter disse que não recebia transferência internacional de casinos. Avisei pra eles . Como depositei via pix disseram que só podiam pagar pelo mesmoétido de deposito. Mentira porque foi deposito via empresa que tinha pix no Brasil. Só se resumiram em lamentar e inventaram um monte de desculpas. Depois de 2 dias esperando respostas resolvi continuar jogando. Pasmem , me levaram os 15000. Não acreditava, nenhum ganho, nenhum bônus ou rodada grátis com apostas baixas em um só slot. Nunca vi isso. Volatilidade sim mas daquele jeito era impossível. Isso só aconteceu porque pedi o levantamento. Questionei sobre Rtp e fiquei tão nervoso com aquela perda por causa da dificuldade que impuseram que entrei no chat e falei um monte. Nem um bônus de consolo me ofereceram. Cancelaram minha conta e o remanescente de poucos centavos se apossaram Mas não aceito isso! Esse cassino ilude com ganhos, dificulta retiradas e depois programa os jogos para não pagarem. Se fizerem auditagem as autoridades perceberiam a fraude. Basta unir o conceito de Rtp e entradas e saídas deste casino fraudulento.

Quero meus centavos de volta. Se não me devolverem gasto com advogados mas por dano moral e à minha honra. Este casino deveria ser impedido de estar ativo.

Thank you for your reply, Fmcmoc. Do I understand correctly that you have lost all accumulated winnings (€15,000)?

Yes. It was an absurdly bizarre thing. The slots did not return after they started to make it difficult for me to withdraw. I was upset because I started betting low on Megaways slot and usually after a relevant amount of spins and losses most slots from licensed game providers usually return something even if we lose. But a single slot consumed the 15000 without any return. I was terrified because I had staked my savings on winning at this casino and was waiting for the withdrawal. I confess that the situation moved me a lot and I lost control. I couldn't believe what was happening. I vented to the casino humbly asking for a cashback for this very important loss and for all the constraints of my withdrawal. They claimed that for my words they unilaterally blocked my account and boiled down to talking about political terms and that I went to gambler help groups. They are completely manipulative. This casino is not to be trusted. I was so nervous about the lockout that I demanded the return of my remaining lock cents. But they ignored me. I repeat. I know that there are serious casinos that consider their customers. This not. They facilitate deposits and make withdrawals difficult in a desperation of, no offense, "stealing gamblers' money" with the appearance of legality. There is no fair game. All electronically manipulated. I know how to lose but what happened was bizarre.

They blocked me because I was really upset with the losses and completely frustrated with the attitude of this casino. My will is to trigger the authorities to carry out an investigation and audit and ban this casino from operating online.

For you to have an idea, I've already lost values even greater than these at 5gringos casino and the account manager kindly talked to me and offered me a cashback. I lost again. Everything is fine. But this casino is the worst I have ever seen.

Sim. Foi uma coisa absurdamente bizarra. Os slots não davam retorno depois que começaram a dificultar minha retirada. Eu fiquei transtornado porque comecei a apostar baixo no slot Megaways e geralmente depois de uma quantidade de giros e perdas relevantes a maioria dos slots de provedores com jogos licenciados costumam retornar algo ainda que saíamos perdendo. Mas um só slot consumiu os 15000 sem qualquer retorno. Fiquei apavorado porque havia apostado minhas economias por haver ganho neste casino e aguardava a retirada. Confesso que a situação mexeu muito comigo e perdi o controle. Não acreditava no que estava acontecendo. Desabafei com o casino humildemente pedindo um cashback por esta perda tão relevante e por todos os constrangimentos da minha retirada. Eles alegaram que por minhas palavras bloquearam unilateralmente minha conta e se resumiram a falar de termos políticas e que eu procurasse grupos de ajuda a apostadores. São completamente manipuladoresm Este casino não é confiável. Fiquei tão nervoso com o bloqueio que exigi a devolução dos meus centavos remanescentes do bloqueio. Mas eles me ignoraram. Repito. Sei que existem casinos sérios e que consideram os clientes. Este não. Facilitam depósitos e dificultam retiradas num desespero de.l, sem ofensas, " roubar o dinheiro dos apostadores" com aparência de legalidade. Não há jogo justo. Tudo eletrônicamente manipulado. Sei perder mas o que aconteceu foi bizarro.

Me bloquearam porque realmente fiquei transtornado com as perdas e completamente frustrado com a atitude deste casino. A minha vontade é acionar as autoridades para fazer uma investigação e auditagem e proibir este casino de operar online.

Pra você ter uma ideia já perdi valores até maior do que estes no casino 5gringos e gentilmente o gerente de contas conversou comigo e me ofereceu um cashback vultos. Perdi de novo. Tudo bem. Mas este casino é o pior que já vi.

Sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. We would really like to help you, but it is impossible for us this time.

Please, do not hesitate to let me know if there is anything else I could do for you, otherwise, I will be forced to reject this complaint. Thank you for understanding.

I just want them to return my R$0.54. It's minimal but as they unilaterally blocked my account after so much loss when they could just give me a cashback of solace I don't accept a penny from me in possession of this casino. No one will be able to counter the fact that they stole R$0.54 from me. Yes, they are thieves. They have my money, they blocked my account. Turn around. I only ask for help in this regard as a matter of morals and conscience. As long as they retain what is mine, I can only call them thieves. And new players need to know that. I've dealt with other casinos and the consideration is completely different. Anyone viewing this complaint please do not deposit at this casino. You will have headaches for sure.

Think: Why use a company in Brazil to quickly receive and process Pix deposits and create a very complicated withdrawal method in international transfer mode? Worse, how dare they respond that they only make withdrawals by the same deposit method to deceptively complicate? If the deposit was via pix, simply make a pix. People should know that this casino is not honest. It makes deposits easier and purposefully makes withdrawals difficult, programming the slots so that players lose their winnings. I understand my responsibility but everything is very well designed.

Fraudulent casino indeed. They can say what they want but they made it difficult for me to withdraw and they withheld my money. I have already emailed them with no response that I will communicate to domestic and international authorities by these methods. Who audits these software? It was all very bizarre.

I'll repeat: I didn't do anything with them and they are stealing from me. I demand a retraction and my money withheld back, even if it is litigious.

If you can help me on this moral issue I would be very grateful.

Eu só quero que eles devolvam meus R$0,54. É mínimo mas como eles bloquearam unilateralmente minha conta depois de tanta perda quando poderiam simplesmente me dar um cashback de consolo eu não aceito um centavo meu na posse deste casino. Ninguém conseguirá contrapor o fato de que eles me roubaram R$0.54. São ladrões sim. Estão com meu dinheiro, bloquearam minha conta. Se virem. Só peço ajuda neste sentido por uma questão moral e de consciência. Enquanto reterem o que é meu só posso chamá-los de ladrões. E os novos jogadores precisam saber disso. Já me relacionei com outros casinos e a consideração é completamente diferente. Quem estiver vendo está reclamação por favor não depositem neste casino. Terão dores de cabeça com certeza.

Pensem: Por qual razão utilizam uma empresa no Brasil para receber e processar rapidamente os depósitos em Pix e criam um método de retirada complicadíssimo em modo de transferência internacional? Pior, como ousam responder que só fazem levantamento pelo mesmo método de depósito para complicar enganosamente?Se o depósito foi via pix simplesmente era só fazer um pix. As pessoas devem saber que este casino não é honesto. Facilita depósitos e propositalmente dificulta retiradas, programando os slots para que os jogadores percam seus ganhos. Entendo sobre a minha responsabilidade mas tudo é muito bem arquitetado.

Casino fraudulento mesmo. Podem falar o que quiser mas dificultaram meu levantamento e reteram meu dinheiro. Já enviei um email para eles sem resposta que vou comunicar as autoridades domésticas e internacionais por estes métodos. Quem faz auditagem nestes softwares? Foi tudo muito bizarro.

Vou repetir: não fiz nada com eles e eles estão me roubando. Exijo uma retratação e o meu dinheiro retido de volta,nem que seja litigiosamente.

Se me puder ajudar nesta questão moral eu agradeço muito.

I can see your point of view, but please understand that withdrawals are often associated with many fees such as international transaction fees or currency exchange fees. I would also like to mention, that most withdrawal methods have a minimum withdrawal limit set by payment providers, and casinos are usually unable to process withdrawals of amounts that are less, or there would be a very high processing fee involved. I am sorry, but we cannot force casinos to pay such a small amount as it most likely couldn't cover all associated fees, and it may be even impossible to process.

Moreover, please note that if slots were truly rigged as you believe, you probably couldn't win so much in the first place. It is impossible to "personalize" slots for each player to first let them win a lot and then lose it all when the casino decides it is the right time. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

Lastly, casinos are free to decide which deposit and withdrawal options are available. Not to mention that several other factors such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. We cannot punish casinos for offering different payment methods for deposits and withdrawals.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. I can only recommend that next time you will experience problems with withdrawals you ask for help before you lose all your winnings. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.