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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please provide a clear timeline of events (block, deposits, gameplay, communication with support)?
• Was your account fully blocked (no access to login), or were only certain functions restricted (e.g., deposits, withdrawals, or specific games)?
• Could you kindly explain how you were able to continue playing after you had allegedly been blocked?
• Could you please specify if you received any email from the casino on Friday when your account was blocked? If so, kindly forward it to me at [email protected].
• Am I correct in understanding that you lost your balance of R$161,600 in regular gameplay?

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

For the avoidance of doubt and the cessation of generic answers, I present the exact chronology of the facts that support my demand:

1. Period of Normality: Between May 5th and 30th, I used my account and made regular withdrawals.

2. The Arbitrary Block: On May 30, with an accumulated balance of R$ 161,000.00, the platform unilaterally blocked my withdrawal function.

3. The Misconduct (Bad Faith): While the withdrawal function was withheld without any prompt handling or plausible justification, the platform continued to allow me to play and make new deposits.

4. The Damage: Under severe psychological distress caused by the retention of my assets (R$161,000), I continued playing, lost the balance that was stuck and, in an attempt to reverse the situation, made new deposits totaling between R$30,000.00 and R$40,000.00, which were also lost.

My demand:

I'm not questioning the withdrawal rules in general. I am formally demanding the full return of all deposits made AFTER May 30th.

Keeping the deposit option active on an account with blocked withdrawals blocks the consumer's right to choose and generates illicit enrichment for the platform. The deliberate delay in resolving my case has caused me severe financial damage and moral harm.

I demand an immediate refund of the contributions made after the blocking. Otherwise, the matter will be taken to court and to consumer protection agencies.

Para que não restem dúvidas e cessem as respostas genéricas, apresento a cronologia exata dos fatos que fundamentam a minha exigência:

1. Período de Normalidade: Entre os dias 5 e 30 de maio, movimentei minha conta e efetuei saques regularmente.

2. O Bloqueio Arbitrário: No dia 30 de maio, com um saldo acumulado de R$ 161.000,00, a plataforma bloqueou unilateralmente a minha função de saque.

3. A Falha de Conduta (Má-Fé): Enquanto a função de retirada foi retida sem nenhuma tratativa ágil ou justificativa plausível, a plataforma permaneceu permitindo que eu jogasse e realizasse novos depósitos.

4. O Dano: Sob forte abalo psicológico causado pela retenção do meu patrimônio (R$ 161 mil), continuei jogando, perdi o saldo que estava preso e, na tentativa de reverter a situação, realizei novos depósitos que somam entre R$ 30.000,00 e R$ 40.000,00, os quais também foram perdidos.

A Minha Exigência:

Não estou questionando as regras de saque de forma geral. Estou exigindo formalmente a devolução integral de todos os depósitos efetuados APÓS o dia 30 de maio.

Manter a opção de depósito ativa em uma conta com saques bloqueados bloqueia o direito de escolha do consumidor e gera enriquecimento ilícito para a plataforma. O atraso deliberado na resolução do meu caso me causou severos prejuízos financeiros e danos morais.

Exijo o estorno imediato dos aportes realizados após o bloqueio. Caso contrário, a questão será escalada judicialmente e junto aos órgãos de defesa do consumidor.

I've already answered

Já respondi

Dear REIZER,

Thank you for providing the additional details and clarification regarding your situation.

We understand your concern that your withdrawal function was restricted while you still had access to your account and were able to continue playing and depositing. However, based on the information provided, we understand that the balance of R$161,600 and the additional deposits made afterward were lost through regular gameplay.

Please note that casinos may restrict certain account functions, including withdrawals, for various reasons, such as account reviews, verification procedures, or security checks. If a player encounters a restriction or an issue with their account, it is important to stop playing and contact the casino or submit a complaint before continuing with further gameplay, as any remaining balance may be put at risk.

Unfortunately, we cannot consider losses resulting from regular gameplay as a valid basis for compensation, as the funds were not removed or confiscated by the casino but were lost while playing the games.

For this reason, we are unable to assist with recovering the amounts lost through gameplay. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Casino Guru