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Good morning, right after playing at the casino, depositing, they receive, requesting documents and everything else, after winning and having money and asking for a simple withdrawal of $1000 they simply answer that the game is not eligible for withdrawal to Brazil, and mine my wallet to pay and receive is in BTC, so it does not influence the place where I live. They have the balance and don't want to pay

Bom dia, logo após jogar no cassino, depositar, eles receberem, pedir documentos e tudo mais, apos ganhar e ter dinheiro e pedir um simples saque de $1000 eles simplismente respondem que o jogo não é elegível para saque para o Brasil, sendo que minha carteira tanto para pagar quanto para receber é em BTC, sendo assim não influencia em nada o local onde moro. Eles estão com o saldo e não querem pagar

Dear Guilherme,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Do I understand correctly that this was your first attempt at withdrawal and the casino didn't offer you any alternative withdrawal method?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Good Morning. After the incident, the casino contacted me to say "that the game for Brazilian players becomes obsolete, as it is just recreational, that my country is not eligible for withdrawal!"

So then I ask how it is not readable for withdrawal if it was deposited. I think it's an extremely unfair situation! Again I asked for withdrawal and I will keep asking until they pay what I have to receive, because when you open an account it appears legible for Brazilians. Now when you cash out your winnings you are not eligible! Thanks for listening. I await payment so I don't have to go ahead with other methods. Regarding your question, there is the BTC withdrawal method. But they claim they don't pay Brazilians. But how do they receive from Brazilians. But I don't want to pay

Bom dia. Após o ocorrido o cassino entrou em contato comigo para falar "que o jogo para jogadores brasileiros se torna obsoleto, pois é apenas recreativo, que meu país não é elegível para saque!"

Pois aí eu pergunto como não é legível para saque se foi para depósito. Acho uma situação extremamente injusta! Novamente eu pedi saque e vou ficar pedindo até pagarem o que eu tenho para receber, pois quando abre conta aparece legível para brasileiros. Agora na hora de sacar seus ganhos não está elegível! Obrigado pela atenção. Aguardo o pagamento para não ter que seguir adiante com outros métodos. Em relação a sua pergunta tem sim o método de saque por BTC. Só que eles alegam que não pagam para brasileiros. Mas como eles recebem de brasileiros. Mas pagar não quere

Thank you for your reply, Guilherme. I see that the casino you submitted this complaint about was closed months ago. Would you be so kind and post here the link to the casino you are experiencing issues with?

Dear Guilherme,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.