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I deposited R$ 24,500.00 about 12 hours ago and I don't want any bonuses. I have checked my online account and everything is in order, I played with the 24,500 reais and won an additional 8,000 BRL which I was able to withdraw, however, the 24,500 reais I deposited are still locked and not available for withdrawal. I would like to withdraw this money, this is the worst site I have ever seen, and I can't comprehend why they are withholding my funds! Isn't possible to forego all the bonuses I don't want and simply withdraw my money?

Depositei R$ 24.500,00 faz 12 horas e não quero nenhum bônus. Já verifiquei minha conta online e está tudo certo, já joguei os 24.500 reais e ganhei mais 8.000 BRL que consegui sacar, porém esses meus 24500 reais que depositei continuam bloqueados para saque. Quero tirar esse dinheiro, esse é o pior site que já vi, não consigo entender o motivo de reterem meu dinheiro! Não posso abrir mão de todos os bônus que não quero e só sacar meu dinheiro?

Dear guilhermepandolfo1,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you activated any kind of bonus when you deposited money into your account? I have checked the casino's Terms and Conditions and this is what I found:

5. Bonuses and Promotions

5.2. If you use a Deposit Bonus, no Withdraw of your original deposit will be accepted before you have reached the requirements stipulated under the User Agreement of the Deposit Bonus.

Can you also please confirm if you wagered your deposit at least one time? This is a rule against anti-money laundering and without wagering the deposit at least once, the casino will not allow you to withdraw your balance.

Have you passed the KYC verification successfully?

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

Best regards

Veronika

Yes, the bonus was inserted, but I have already played the entire deposit amount at least once, a bet of 24,500 BRL. Furthermore, I have already completed both verifications (basic and advanced) successfully... WHAT are the other requirements for my balance to be unlocked so I can withdraw the money? I need that money.

Foi inserido o bônus sim, porém já joguei todo o valor do depósito ao menos uma vez sim, a aposta de 24.500 BRL. Além disso já fiz as duas verificações (básica e avançada) com sucesso... QUAIS São os outros requisitos para que desbloqueem meu saldo e eu possa sacar o dinheiro? Preciso desse dinheiro.

Could you please specify what kind of bonus did you activate? Kindly send me the link or the name of the bonus. If your bonus is active, you have to fulfill the wagering requirements to be able to withdraw.

Dear guilhermepandolfo1,

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.