Γεια σε όλους, ελπίζω να είστε όλοι καλά και σας ευχαριστώ για το κανάλι υποστήριξης.
Εν ολίγοις, μου απορρίφθηκε η ανάληψη 500 BRL στις 29 Νοεμβρίου, παρόλο που είχα ήδη εκπληρώσει όλες τις προϋποθέσεις μπόνους, ακύρωσαν ολόκληρο το υπόλοιπό μου. Επικοινώνησα με το Καζίνο μέσω συνομιλίας και μου είπαν ότι ήταν επειδή έκανα στοιχήματα μεγαλύτερα από το 10% της αξίας του μπόνους που έλαβα, κάτι που δεν το έκανα. Μου είπαν εδώ ότι πρέπει να ζητήσω το ιστορικό συναλλαγών μέσω email και θα λάβω απάντηση εντός 24 ωρών. Ακόμη και αφού έλεγξα όλα τα στοιχήματά μου, ακολούθησα τις οδηγίες τους ζητώντας πρώτα το ιστορικό συναλλαγών.
Έχω στείλει ήδη 2 email, πριν από μία εβδομάδα, και δεν έχω λάβει καμία απάντηση από το καζίνο. Έχω επισκεφτεί το chat αρκετές φορές για να ζητήσω διευκρίνιση, αλλά απλώς λένε ότι δεν μπορούν να κάνουν τίποτα και ότι πρέπει να περιμένω το email χωρίς να παρέχω περαιτέρω υποστήριξη.
Χρειάζομαι επειγόντως αυτό το ποσό. Όλες οι προηγούμενες καταθέσεις μου ήταν εντάξει, αλλά τη μόνη φορά που χρειάζεται να κάνω ανάληψη, αντιμετωπίζομαι έτσι. Είμαι πολύ απογοητευμένος και αυτή είναι η τελευταία μου λύση προτού υποβάλω μια καταγγελία στην υπηρεσία προστασίας των καταναλωτών της Βραζιλίας και ξεκινήσω μια αγωγή για ηθική βλάβη.
Τουλάχιστον, από σεβασμό προς εμένα ως πελάτη, εάν δεν μπορούν να αποδείξουν τι έχουν κάνει, θα πρέπει τουλάχιστον να επιστρέψουν το υπόλοιπο στον λογαριασμό αντί να το κατασχέσουν. Αυτή είναι μια πολύ απογοητευτική κατάσταση.
Ελπίζω να μπορείτε να με βοηθήσετε.
Με εκτίμηση.
Hello everyone, I hope you're all well and thank you for the support channel.
In short, I had a withdrawal of 500 BRL denied on November 29th, even though I had already met all the bonus requirements, they cancelled my entire balance. I contacted the Casino via chat and they said it was because I made bets greater than 10% of the value of the bonus received, which I didn't. They told me here that I should request the transaction history by email and would receive a response within 24 hours. Even after checking all my bets, I followed their guidance by firstly requesting the transaction history.
I have already sent 2 emails, one week ago, and I haven't received any response from the casino. I have visited the chat several times to ask for clarification, but they just say they can't do anything and that I should wait for the email without providing any further support.
I urgently need this amount. All my previous deposits were ok, but the only time I need to withdraw I'm treated like this. I'm very disappointed and this is my last resort before filing a complaint with the Brazilian consumer protection agency and starting a lawsuit for moral damages.
At the very least, out of respect for me as a customer, if they can't prove what they've done, they should at least refund the balance to the account rather than confiscate it. This is a very disappointing situation.
I hope you can assist me.
Yours sincerely.
Olá pessoal, espero que estejam bem e obrigado pelo canal de apoio.
Em resumo, eu tive um saque de 500 BRL recusado no dia 29/11, onde mesmo eu já tendo cumprido todos os requisitos de bônus cancelaram todo o meu saldo. Entrei em contato pelo chat do Cassino e disseram que foi porque fiz apostas maior que 10% do valor do bônus recebido, o que eu não fiz. Pedi pra me apresentarem quais foram essas apostas e disseram aqui que eu deveria pedir o histórico de transações por e-mail e teria retorno em até 24 horas. Mesmo tendo conferido todas as minhas apostas segui o caminho solicitado por eles de primeiro pedir o histórico das transações.
Já enviei 2 e-mails, há uma semana e não tenho nenhuma resposta do cassino. Entrei pelo chat para pedir esclarecimentos diversas vezes e somente dizem que não podem fazer nada e devo esperar o e-mail, sem prestar nenhum apoio.
Eu tenho muita urgência desse valor. Fiz diversos depósitos e tudo ok, mas na única vez que preciso resgatar sou tratado assim. Estou muito decepcionado e essa é minha última tentativa antes de registrar uma reclamação nos órgãos de defesa do consumidor do Brasil e abrir um processo por danos morais.
No mínimo, como respeito a mim como cliente, esperava que se não podem comprovar o que fizeram que pelo menos estornassem o saldo para a conta ao invés de confiscar. Situação muito decepcionante.
Espero que possam me auxiliar.
Atenciosamente.
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