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I hereby present a complaint about this casino that has been deceiving me since May 27, 2020 when I had my first win of €250. I did everything right as I was asked, I sent all the documentation, they even replied that everything was fine and that I just had to wait for the money to enter the account, I waited 1 month, two months, more months, I always entered the chat asking what was going on passed and the answer was, that there was a technical problem, to be patient, to wait for the money to be processed, that it was the pandemic, etc. I was waiting a little longer, then they said that the deadline had passed and they asked me again for my documents, documents between bank statement, citizen's letter number and bank account and copies of it.

They haven't put the money in the account until today. I've been making complaints and complaints one after another, because I spent €60 out of my pocket in that casino to get these winnings and all I can say is that I was robbed, manipulated, deceived. Even today they try to trick me, the last message was that they had technical problems and that to be patient.

It is unacceptable to continue to have this type of casino, which leaves me in doubt if they are casinos or someone behind them that tries at all costs to capture other people's information and documents for future use. It is very serious for this to happen and to allow things like this. They had to act and do something. This casino like there must be others, a fraud and very dangerous..

I have copies of all conversations, by chat, even thinking that they put robts behind, because the answers were always the same. He asked several questions and the answers were always the same.

I have copies of emails exchanged, which said that processing was pending to wait a little longer, that this never happened.

I still have copies of the recent conversations.

Venho por este meio apresentar uma reclamação deste casino que vem vindo a enganar me desde o mães de Maio dia 27 de 2020 quando tive o meu primeiro ganho de 250€. Fiz tudo bem como me foi pedido, enviei toda a documentação, inclusive responderam que estava tudo bem e que era só esperar que o dinheiro entrasse na conta, esperei 1 mês, dois meses, mais meses, entrava sempre no chat a perguntar o que se passava e a resposta era, que havia um problema técnico, para ser paciente, para aguardar que o dinheiro ia ser processado, que era a pandemia etc. Fui aguardando mais um tempo, depois disseram que passou o prazo e pediram me novamente os meus documentos, documentos esses entre extrato bancário, número de carta cidadão e conta bancária e cópias do mesmo.

Não meteram o dinheiro na conta até hoje. Tenho feito queixas e reclamações umas atrás das outras, pois gastei naquele casino 60€ do meu bolso para conseguir ter esses ganhos e só sei dizer que fui roubada, manipulada, enganada. Ainda hoje tentam enganar me, a última mensagem foi que tiveram problemas técnicos e que para ser paciente.

Inadmissível continuar haver este tipo de casinos, que deixa me na dúvida se são casinos ou alguem por trás que tenta a todo o custo capturar informações e documentos de outras pessoas para uso futuro. É muito grave isto acontecer e permitirem coisas destas. Deviam agir e fazer alguma coisa. Este casino assim como deve haver outros, uma fraude e muito perigoso..

Tenho cópias de todas as conversas, por chat, chegando mesmo pensar que põem robts por trás, pois as respostas eram sempre as mesmas. Fazia diversas perguntas e as respostas sempre iguais.

Tenho cópias de emails trocados, que diziam que o processamento estava pendente para esperar mais um pouco, que isso nunca aconteceu.

Tenho cópias ainda das conversas recentes.

Dear CristinaLima,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have received any confirmation regarding successful account verification in the past? Please forward a screenshot of your cashier history to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear CristinaLima,

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.

Good afternoon,

I responded by email as instructed. I don't know why they are putting pressure on something I already answered, and I was asked to do so..

Did you read my email that I sent a few days ago??.

Boa tarde,

Eu respondi por email conforme me indicaram. Não sei porque estão a fazer pressão de algo que já respondi, e foi me pedido para o fazer..

Leram o meu email que enviei há dias??.

I sent the screenshot you asked for, did you see it??

Enviei da a captura de tela que me pediram, viram??

Additional comments from the player:

"Hello, I'm Cristina L*** who made the casinowin complaint and I didn't receive any information or email about the withdrawal request. They've always been apologizing, they said they sent that email but as there were technical problems I hadn't received that email and that they were going to send again, so far nothing."

Additional comments from the player:

"Olá sou a Cristina L*** que fez a reclamação do casinowin e não recebi qualquer informação ou email do pedido de levantamento. Têm estado sempre a dar desculpas, disseram que enviaram esse email mais como havia problemas tecnicos não tinha recebido esse email e que iam enviar de novo, até agora nada."

No, I haven't received any screenshot, unfortunately.

Good morning,

It could just be some joke. Well, I have the email sent to you with the screenshot.. And you're saying you didn't receive it?

Bom dia,

Só pode ser alguma brincadeira. Pois tenho o email enviado para vocês com a captura da tela.. E estão a dizer que não receberam?

I have received two emails from you. The first one was without any attachments and in the second one I found this:

(translated screenshot from the player)

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of CasinoWin.bet to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate https://casino.guru/casinowin-bet-review.  We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from CasinoWin.bet. I wish I could be of more help.

The casino can reopen this complaint anytime.