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I come here to inform you how dissatisfied I am with the casino: BETSAMIGO and how dirty and criminal the house is being. From 05/13 to 05/23 I sent and re-sent documents to verify my account in order to withdraw, in total there were 19 documents. More than one photo of the ID, CPF, proof of residence, proof of the phone number registered at the house, proof of account statement, selfie of me with the ID, selfie of me with the name of the house (a humiliating fact that I had never taken before at life); several times I received an email from the house saying that my account had been successfully verified, but when I tried to make a new withdrawal it was cancelled. The house does this trick so that you can never withdraw, with that the money is stuck in it and they create new rules in KYC and say they need a more in-depth evaluation to circumvent the customer's right, so the situation turns into a cycle vicious that you'll never get off. I made a withdrawal on 05/19/2023 in the amount of R$600.00 and it was cancelled, even though my account was verified, after many withdrawal attempts on the 23rd they took R$450.00 claiming that it had changed the KYC rule and could only withdraw $25. Converting to my currency, I ended up with R$150.00 but the house can only withdraw R$300.00. So I made bets and with the greens I got a positive balance of R$334.50. I requested a new withdrawal and they canceled the withdrawal and took BRL 314.50 from my account, claiming that they had changed the KYC rule again, so my balance was BRL 20.00. Unbelievable how they lie creating various ways to not enforce the customer's right. I have proof, prints of everything!!! Should a house that has a formal license really act this way?

Venho aqui informar o quanto estou insatisfeito com o cassino: BETSAMIGO e o quão sujo e criminal a casa está sendo. Eu fiquei do dia 13/05 até o dia 23/05 enviando e reenviando documentos para verificar minha conta para conseguir efetuar o saque, no total foram 19 documentos. Mais de uma foto da identidade, cpf, comprovante de residência, comprovante do número do telefone cadastrado na casa, comprovante de extrato da conta, selfie minha com a identidade, selfie minha com o nome da casa (fato humilhante e que nunca tinha feita na vida); em várias vezes eu recebi um email da casa dizendo que minha conta tinha sido verificada com sucesso, mas quando eu tentava efetuar um novo saque o mesmo era cancelado. A casa faz esse truque para que você nunca possa sacar, com isso o dinheiro vai ficando preso na mesma e eles criam novas regras no KYC e dizem estar precisando de uma avaliação mais aprofundada para burlar o direito do cliente, assim a situação vira um ciclo vicioso que você nunca conseguirá sacar. Eu efetuei um saque no dia 19/05/2023 no valor de R$600,00 e o mesmo foi cancelado, mesmo a minha conta estando verificada, depois de muitas tentativas de saque no dia 23 eles tiraram R$450,00 alegando que tinha mudado a regra de KYC e só podia sacar $25. Convertendo para minha moeda eu acabei ficando com R$150,00 mas a casa só pode sacar R$300,00. Então eu fiz apostas e com os greens eu obtive o saldo positivo de R$334,50. Solicitei um novo saque e eles cancelaram o saque e tiraram R$314,50 da minha conta, alegando que tinham mudado de novo a regra de KYC, sendo assim meu saldo ficou em R$20,00. Inacreditável como eles mentem criando várias formas para não fazer valer o direito do cliente. Tenho provas, prints de tudo!!! Será mesmo que uma casa que tem uma licença formal deveria agir desta forma?

Dear adelita,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bets Amigo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if the casino mentioned any specific rules when they justified the confiscation of your winnings?

Were your winnings accumulated with the help of a bonus or a promotion?

Please send any additional communication (emails, chat transcripts) from the casino about the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

In the prints I sent, there are emails I received from them with their lie saying (more than once) that my account had been verified and saying that the withdrawal would be processed in 48 hours, but eventually I ended up falling into the cancel cycle giving up and being humiliated. There are also prints of the account statement with withdrawals of BRL 600.00 and BRL 334 that were canceled and stolen from my account. Other prints I couldn't send here because there's a limit on photos here, but it's already possible to have a basis of the lack of responsibility of the house with its customers. You can clearly see that it gave me a blow by disappearing with my R$600 and then with R$334.

Nos prints que enviei, constam e-mails que recebi deles com a mentira deles ao dizer (mais de uma vez) que minha conta havia sido verificada e dizer que o saque seria processado em 48 horas, mas eventualmente eu acabei caindo no ciclo de cancelar a desistência e ser humilhado. Há também prints do extrato da conta com saques de R$ 600,00 e R$ 334 que foram cancelados e roubados da minha conta. Outros prints eu não consegui enviar aqui porque há um limite de fotos por aqui, mas já dá para ter uma base da falta de responsabilidade da casa com seus clientes. Nitidamente dá para ver que a mesma me deu um golpe sumindo com meus R$600 e depois com R$334.

Other emails and prints to prove the irregularity of the house with me.

Outros emails e prints para comprovar a irregularidade da casa comigo.

Thanks for this information.

Could you please advise if you have any explanations from the casino regarding these transactions you can share with us? If you have a record of the conversations or emails from the casino about these 2 situations specifically, please share it here or send it to my email at tomas@casino.guru

Dear adelita,

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.