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I have had an account at this casino since MARCH 2024. My account has been verified for months.

Yesterday, I participated in a promotion and received a good return after rolling the bonus. I requested a withdrawal, which remained pending for quite a while. I spoke with an attendant who said everything was OK and that I just needed to wait.

This morning, my account was logged out from both my computer and my phone. When I contacted the Chat support, I was informed that my account was under investigation and to wait. I was not given any timeframe or reason. I also lost access to the support chat, and I believe my IP has been banned.

I am writing to say that I am available to provide any additional information needed and would like to know the timeframe for both resolving the issue with my account and completing the withdrawal.

Eu tenho conta nesse cassino desde MARÇO de 2024. Minha conta está verificada a meses.

Ontem eu participei de uma promoção e consegui um bom retorno após rolar o bônus. Eu solicitei o saque, que ficou pendente um bom tempo. Conversei com uma atendente que disse que estava OK bastava aguardar.

Agora de manhã a minha conta se deslogou do computador e do celular. Ao entrar em contato com o Chat, fui informada que a conta estava sob investigação e para aguardar. Não fui informada de prazo nem motivo. Também perdi o acesso ao chat de suporte, acredito que tenham banido meu IP.

Venho dizer que estou a disposição para disponibilizar quaisquer informações adicionais e gostaria de saber um prazo tanto para a resolução do problema no usuário quanto para completar o saque.

Dear robertafreitas90,

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

Could you please send me a screenshot or the link to the bonus you activated and played with? Was it a deposit bonus or a free no-deposit bonus?

What games did you play while your bonus was active?

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

Here's the email I received with the promotion. It was a deposit bonus. Now I can't remember if it was R$100 or R$110, I believe it was R$100.

As for the games, I played several... from Pragmatic, Bgaming, Playson.

The casino blocked games where you couldn't use the bonus.

Segue o email que recebi com a promoção. Era um bônus de depósito. Agora não me lembro se era de R$ 100 ou R$ 110, acredito que era R$ 100.

Quanto aos jogos, eu joguei diversos... da Pragmatic, Bgaming, Playson.

O cassino bloqueava jogos onde não era possível usar o bônus.

Could you kindly forward the entire promotional email to me at veronika.l@casino.guru? Additionally, please send any communication between you and customer support that may be relevant to the investigation of your case. This could include screenshots, chat transcripts, or email conversations. Thank you in advance for your cooperation.

Hi, I sent you the promotion ema, the only transcript I could save (they cut my access to the chat even not logged in) and the support status saying they can’t do a thjng

Thank you very much, robertafreitas90, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you robertafreitas90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CitoBet Casino for their help in resolving this complaint. We would like to know what's the reason for the investigation and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I would like to add that yet I am still unable to login into the casino and got no response yet, I am still receiving promotional emails with bonuses and ads in general

I made another effort to reach out to support to get an update, but all I received was a generic response, and now the live support chat is about to close.

Dear robertafreitas90, I was in contact with a casino representative and was told your issue is being looked into. I will keep you updated about any further developments. Thank you for your patience during this time!

But did they give a deadline? Because it's been going on for a long time and I'm totally in the dark.

Mas eles deram algum prazo? Pois já faz um BOM tempo que está rolando e estou totalmente no escuro.

As an update, I was asked to send proof of deposit and a selfie with my ID. I sent the receipt and three selfies. Let's hope it's resolved more quickly now!

Atualizando que fui solicitada a enviar o comprovante do depósito e uma selfie com meu documento. Enviei o comprovante e três selfies. Vamos aguardar que agora se solucione com mais rapidez!

Thank you for the response robertafreitas90, please let us know if there has been any positive resolution from your side. I will contact the casino representative as they have not responded yet. Thank you in advance!

Not yet, just generic answers with no deadline

Ainda não, só respostas genéricas e sem prazo

And now the casino has been blocked in Brazil, can’t see much hope here

I have just received a return.

"Dear Roberta,

Regarding the investigation into the suspension of your Citobet account, after detailed verification by our security and risk department, below is the resolution,

following our Terms and Conditions, https://citobet.com/page/general-promotions-terms / https://citobet.com/page/terms-and-conditions

4.10. Repeatedly using promotions to play, with minimal or no deposits, and/or depositing only to take advantage of our rewards and offers,

without the intention of playing/risking the deposited funds.

7.6 Citobet will review all player accounts and classify them at its discretion. As soon as a player is classified as a "bonus hunter" or "bonus abuser",

all winnings and bonuses will be voided and the account will be suspended and the payment not processed

7.7 In the event of any breach of these Terms and Conditions, Citobet reserves the right to take the following actions:

7.7.1 Confiscation and Suspension of Account Balance: Citobet may withhold your account balance and suspend it at its discretion if you violate any of our terms.

The account will then be closed permanently."

So I am offered a promotion with a bonus; I deposit the value (which was not low, more than R$ 100); I playthrough all the wagering requirements; and then I get my account canceled for that?

It was not my first deposit. My account had several months and was verified. I have deposited before and I have lost money before. This is unfair.

I have answered their email questioning that, and requesting at least my deposit return.

I have just received a return.

"Cara Roberta,

Referente à investigação sobre a suspensão de sua conta Citobet, após verificação detalhada pelo nosso departamento de segurança e risco, segue abaixo a resolução, 

acompanhando nossos Termos e Condições, https://citobet.com/page/general-promotions-terms /  https://citobet.com/page/terms-and-conditions

4.10. Usar repetidamente promoções para jogar, com depósitos mínimos ou inexistentes, e/ou depositar apenas para aproveitar nossas recompensas e ofertas, 

sem a intenção de jogar/arriscar os fundos depositados.

7.6. A Citobet revisará todas as contas dos jogadores e as classificará a seu critério. Assim que um jogador for classificado como "caçador de bónus" ou "abusador de bónus", 

todos os ganhos e bônus serão anulados e a conta será suspensa e o pagamento não processado

7.7. Em caso de qualquer violação destes Termos e Condições, a Citobet reserva-se o direito de tomar as seguintes ações:

7.7.1. Confisco e Suspensão do Saldo da Conta: A Citobet pode reter o saldo da sua conta e suspendê-la a seu critério se você violar algum dos nossos termos.

Com isso, a conta será encerrada em definitivo."

So I am offered a promotion with a bonus; I deposit the value (which was not low, more than R$ 100); I playthrough all the wagering requirements; and then I get my account canceled for that?

It was not my first deposit. My account had several months and was verified. I have deposited before and I have lost money before. This is unfair.

I have answered their email questioning that, and requesting at least my deposit return.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Just to add, nobody has tried to contact me during this period. I have sent emails for them and had no return.

Hi, got a response today.

"Hello Roberta,

We have resent your response to the department, but we were informed that the decision to terminate is final.

Best regards,"

Unfortunately they just don't care. Shame.

Dear robertafreitas90, as the casino has not responded to me either and they responded to you stating that the decision in final I am forced to close this complaint as 'unresolved'. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter