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I received an email stating that my withdrawal was cancelled because I supposedly committed some fraud, did something wrong, or my documents aren't correct. My account is okay, I haven't done anything, and honestly, I wouldn't even know how to do anything wrong. They also mentioned that since I was using a bonus, I shouldn't have played a certain amount, which I didn't.

Mandaram um e-mail dizendo que meu saque foi cancelado pq eu fraudei algo, fiz algo errado, e meus documentos não estão certos. A conta está ok, não fiz nada, e na realidade nem saberia o que fazer de errado, tbm falaram que eu por estar usando bônus não podia ter jogado um certo valor que eu não joguei.

Dear isabelknoll,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

Dear isabelknoll,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.