Saopaolojogo Casino - Аккаунт игрока был заблокирован после победы.

my name is marcionilio **** I'm ok because after I won they blocked me and didn't pay me my money I went to gunado support I logged back in and it wasn't that simple anymore

meu nome e marcionilio **** estou ak pq depois que ganhei me bloquearam e nao me pagou o meu dinheiro fui ao suporte gunado voltei a fazer o log nao foi mais simplismente isso

Dear juninhos,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Did the casino explain why your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? 

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

I had already played and made withdrawals on this platform that day I deposited 30 reais, I played I reached 42 and completed a bonus of 40 reais on 5 lions megaways, it even surprised me, I was surprised by Maxwin, then I asked for a withdrawal of 1250 and it still left me with about 76 reais. I saw that it was taking a while so I contacted support because I had already made withdrawals from it and they were very quick and in that time they blocked me until now

eu ja tinha jogado e feitos saques nessa plataforma nesse dia eu depositei 30 reais joguei cheguei a 42 e complei um bonus de 40 reais no 5 lions megaways ate me surpreendeu deu guase maxwin ai pedi o saque de 1250 e ficou ainda uns 76 reais nela eu vi que tava demorando um pouco entrei em contato com suporte pois ja tinha realizado saques nela eran bem rapidos ai nesse tempo me bloquearam ate agora

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear juninhos,

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.

Good morning, I'm going to send the victory I made, they blocked me

bom dia vou mandar a vitoria que eu fiz eles me bloquearam

On Telegran I had my contact with them but everything disappeared, I couldn't get there but I got to talk to them

no telegran tinha meu contato com eles mas sumiu tudo nao consigui puxa la mais cheguei conversar com eles

Thank you very much, juninhos, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello juninhos,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Saopaolojogo Casino,

Could you possibly provide additional information regarding the blocked account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru